Front Office Manager

Garden of the Gods Club - Colorado Springs, CO

Full-time - Manager

Colorado Springs, CO

Amusement, Gambling, and Recreation Industries

About the position

The Front Office Manager (FOM) is responsible for the daily operations of the Front Office Department. Ensures that the goals for the department are met at the highest guest satisfaction possible. Ensuring that the team is following the set standards and operating procedures, providing support, training, mentorship, and guidance through effective management of the team.

Responsibilities

• Oversee daily operations of the Front Office Department including the Front Desk, Concierge, Valet, Reservations and PBX tasks.
• Work directly with the teams to ensure the highest guest satisfaction and comfort is met.
• Act as a manager on duty when on property to ensure the safety of security of our guests, members and staff.
• Assist the Senior Vice President of Operations with the long-term strategies of the Rooms Department.
• Ensure good communication is in place between the Front Office and Housekeeping as well as other departments on guests needs, traces, arrival times, room moves, amenities etc.
• Maintain proper procedures for group reservations, billing and attending to their specific needs.
• Attend Group pre-cons to represent the Front Office Department.
• Ensure effective handling of group billing.
• Participate in the annual budget process, creating the budgets for Front Office Department.
• Control labor and expenses on a daily, weekly and monthly basis through effective expense and labor controls.
• Review and analyze the monthly P&L and make adjustments to stay within the budgeted guidelines.
• Ensure departmental financials are kept including invoicing and POs.
• Ensure effective scheduling, filling open positions through interviewing candidates and reviews bi-weekly payroll for accuracy.
• Create and implement SOPs where needed to maintain efficiency of the department as well as maintain or enhance guest service.
• Monitor guest satisfaction through glitch report, guest comment log and unifocus follow-up.
• Follow-up with guest complaints as needed.
• Act as Manager on Duty for the entire property when on duty.
• Meet and Greet VIP clients and guests.
• Attend property meetings and provide updates on initiatives within the department.
• Foster a culture of discipline, accountability, and consistency within the department.
• Follow-up with other department heads on cross departmental issues including finance, S&M, HR as needed.
• Review OOO and OOS report with SVP - Ops and VP - Engineering.

Requirements

• Must be able to perform job functions with attention to detail, speed and accuracy.
• Prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment.
• Follow directions thoroughly; understand a guest's service needs; work cohesively with co-workers as part of a team.
• Work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
• Fluent in Front Office Operational practices, including reservation systems, group room blocks and group billing.
• Fluent in Hotel Property Management system(s), Opera/Opera Cloud and Synxis prior experience preferred.
• Understanding of Concierge organizational best practices.
• Strong background in training skills and standards preferred.
• Required to speak, read and write English, with fluency in other languages preferred.
• Must be able to exert physical effort in transporting 50 pounds, endure various physical movements throughout the work areas.

Nice-to-haves

• High school diploma or college strongly preferred, hospitality school a strong plus.
• Bilingual a strong plus.
• Minimum two year of Management experience; previous experience in a Front Office department for a luxury or ultra-luxury hotel.
• A bachelor's degree in Hotel, Business or Institutional Management or related area is preferred.