The Sheraton Downtown Columbia Hotel is looking for a Front Office Manager to join our team at this exciting and beautiful property.
Responsible for the overall operations of the Front Office including the front desk, AYS and night audit. Responsible for the management of front office associates and ensuring standard operating procedures are maintained. Provides high quality guest service while generating maximum revenue and profit for the department.
Essential Functions & Responsibilities
Manages day to day operations to ensure exceptional guest service.
Responds to guest's special requests, needs, problems, issues, and concerns.
Monitors and controls daily revenues and expenses.
Handles guest complaints and requests.
Resolves issues in a manner satisfactory to both the guest and the hotel.
Analyzes, monitors and responds to guest surveys and comments via GSS.
Supervises the Front Office Associates.
Works with Director of Revenue on daily rate & selling restrictions.
Expert user of Lighstpeed, MGS, Marsha and other front of the house systems.
Performs Manager on Duty function as assigned.
Responsible for employee's engagement, support and associate opinion survey.
Monitors Marriott GSS and exceeds expectations on brand key factors.
Ensures lobby presence by Front Desk team.
Maintains a constant presence and visibility of management.
Manages labor, overtime, meal breaks, payroll, and labor reports.
Promotes and manages Marriott initiatives including Bonvoy and green program.
Processes payroll weekly.
Ensures Marriott redemption, AR, bad debt, walks discrepancy are followed.
Supervises night audit and ensures safety and emergency procedures are followed.
Ensures associates are performing their job duties in their assigned areas.
Communicates efficiently within front desk department and throughout the hotel.
Schedules Front Office and maintains productivity.
Checks group activity: VIPs, blocks, billings, parking, and special arrangements.
Ensures proper procedures are followed at Front Desk.
Works with Sales department attends weekly Revenue Management meetings.
Controls expenses by administering departmental checkbook.
Handles check-ins/outs and monitors activity at the Desk.
Orders departmental office supplies as needed.
Audits team for Perfect Check In & Perfect Check Out and AYS calls.
Manages gift shop, inventory and sales.
Performs special projects and other responsibility as assigned.
Performs additional tasks as assigned.
Front Office Management experience required.
Marriott Full-Service Experience Required.