Front Office Manager

Additional Information: This hotel is owned and operated by an independent franchisee Aimbridge Hospitality. The franchisee is a separate company and a separate employer from Marriott International Inc. The franchisee solely controls all aspects of the hotels employment policies and practices including hiring firing discipline staffing compensation benefits and all other terms and conditions of employment. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International Inc.

Responsible for all front office functions. Areas of responsibility include Bell Staff Switchboard Operations Guest Services/Front Desk Concierge and Night Audit as applicable. As a department head directs and works with managers and employees to successfully execute all front office operations including guest arrival and departure procedures. Works to establish a safe and secure environment for all guests and associates. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

CORE WORK ACTIVITIES
Leading Front Desk Guest Services and Bell Teams
Utilizes interpersonal and communication skills to lead influence and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
Encourages and builds mutual trust respect and cooperation among team members.
Serves as a role model to demonstrate appropriate behaviors.
Supervises and manages employees. Manages all daytoday operations. Understands employee positions well enough to perform duties in employees absence.
Establishes and maintains open collaborative relationships with employees and ensures employees do the same within the team.
Ensures recognition of employees is taking place across areas of responsibility.
Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
Celebrates successes and publicly recognizes the contributions of team members.

Managing Guest Services and Front Desk Teams
Achieves and exceeds goals including performance goals budget goals team goals etc.
Manages daytoday operations ensuring the quality standards and meeting the expectations of the customers on a daily basis.
Develops specific goals and plans to prioritize organize and accomplish work.
Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
Conducts department meetings and continually communicates a clear and consistent message regarding department goals to produce desired results.
Supervises and coordinates all activities for luggage attendants garage valets door attendants and concierge.
Reviews staffing levels to ensure that guest service operational needs and financial objectives are met.
Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
Manages department controllable expenses to achieve or exceed budgeted goals.
Provide recommendations and reports for capital expenditures repairs and maintenance programs for all front office areas.
Handle guest complaints and verify that all guest issues are resolved.

Managing Projects and Policies
Verifies compliance with all Front Office policies standards and procedures.
Verifies property policies are administered fairly and consistently disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
Providing Exceptional Customer Service
Provides services that are above and beyond for customer satisfaction and retention.
Coordinates activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
Improves service by communicating and assisting individuals to understand guest needs providing guidance feedback and individual coaching when needed.
Supervises and managing employees. Managing all daytoday operations. Understanding employee positions well enough to perform duties in employees absence.
Acts as the Service Champion for the Front Office and creates a positive atmosphere for guest relations.
Displays leadership in guest hospitality exemplifies excellent customer service and creates a positive atmosphere for guest relations.
Strives to improve service performance.
Empowers employees to provide excellent customer service.
Verifies that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
Reviews comment cards guest satisfaction results and other data to identify areas of improvement.
Responds to and handles guest problems and complaints.
Observes service behaviors of employees and provides feedback to individuals and/or managers.

Managing and Conducting Human Resource Activities
Identifies the developmental needs of others and coaching mentoring or otherwise helping others to improve their knowledge or skills.
Provides guidance and direction to subordinates including setting performance standards and monitoring performance.
Establishes challenging realistic and obtainable goals to guide operation and performance.
Solicits employee feedback utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns.
Verifies employees are treated fairly and equitably.
Manages employee progressive discipline procedures for Front Office Staff.
Administers the performance appraisal process for direct report managers.
Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.

Additional Responsibilities
Provides information to supervisors coworkers and subordinates by telephone in written form email or in person.
Analyzes information and evaluating results to choose the best solution and solve problems.
Informs and/or updates the executives the peers and the subordinates on relevant information in a timely manner.
Identifies and analyzes departmental operational challenges and facilitates the development of solutions to prevent reoccurrence.

CANDIDATE PROFILE
Education and Experience
High school diploma or GED; 6 years experience in the guest services front desk or related professional area.
OR
2year degree from an accredited university in Hotel and Restaurant Management Hospitality Business Administration or related major; 4 years experience in the guest services front desk or related professional area.

Salaried position with a pay range of $65000 to $70000
Benefits: Employee discount at all Marriott and Aimbridge managed hotels around the world; Paid time off; 401k; Health Insurance
Schedule: Weekend and weekday flexibility is desired.
A great opportunity for a current front desk manager who is willing to take next step in his/her career and continue his/her journey in rooms division.
The livability index of Lancaster Pennsylvania is 82/100 ranking it in the 97th percentile among all cities indicating that it is considered a very livable city. Additionally Lancaster has a BestPlaces Cost of Living score of 99.5 which is lower than the U.S. average suggesting that the cost of living is relatively affordable.

This company is an equal opportunity employer.

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