Front Office Manager - Garden of the Gods Resort and Club

Position Purpose & Summary

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.

Essential Duties & Responsibilities: Oversee daily operations of the Front Office Department including the Front Desk, Concierge, Valet, Reservations and PBX tasks. Works directly with the teams to ensure the highest guest satisfaction and comfort is met. Acts as a manager on duty when on property to ensure the safety of security of our guests, members and staff.

Direct reports:

• Guest Service Manager
• Front Desk Manager
  • Front Desk Supervisor(s)
• Front Service Supervisor
• Night Supervisor

Essential Functions:

• Assist the Senior Vice President of Operations with the long-term strategies of the Rooms Department.
• Ensures 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.
• Proper procedures are in place and maintained for group reservations, billing and attending to their specific needs.
• Attends Group pre-cons to represent the Front Office Department.
• Ensures effective handling of group billing.
• Be part of 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.
• Ensures 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. Be readily available to speak and interact with guests.
• 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.
• Fosters 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

Additional Duties and Responsibilities:

• Greet every guest, member, and team member with set standards and set a positive tone for every interaction.
• Embrace, embody, demonstrate, and encourage wellness and the STRATA virtues through interactions, performance, and commitments.
• Uphold the Garden of the Gods Resort and Club's brand, culture, vision, mission, and values.
• Be empowered to make things go right if they go wrong.
• Give the guest/member a fond farewell.
• Address feedback by utilizing the LEARN Model.
• Demonstrate a professional appearance and be attentive to what matters most.
• Comply with company policies and procedures.
• Observe and adhere to safety guidelines.

Marginal Functions:

• Perform other duties as assigned.
• Interface positively with other departments, offering assistance when needed.
• Displays care in use of equipment and maintains an organized and professional work environment.

Position Requirements:

Minimum Knowledge & Skills:

• General Skills:
  • 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
• Technical Skills:
  • 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. Prior experience in maintaining strong relationships with 3rd party vendors and service providers preferred
  • Strong background in training skills and standards preferred
• Language:
  • Required to speak, read and write English, with fluency in other languages preferred
• Physical Requirements:
  • Must be able to exert physical effort in transporting 50 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding

Formal Education and Job-Related Experience:

• 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

License, Registration, and/or Certification Required:

• Valid Drivers' License required

External and Internal Personal Contact:

Communications:

• Daily - Communicate with guests and members, housekeeping, front desk team members, valet, concierge, reservations, dining and engineering.
• Weekly - Communicate with other departments such as Housekeeping, Engineering Membership, Spa, Tennis, Golf, Finance.
• Occasionally - Participate in one-on-one coaching sessions

Teamwork and Collaboration:

• This position requires continuous teamwork as well as internal and cross-departmental communication.

Additional Licenses and/or Certifications Required:

Position Analysis/Specifications:

Environmental Factors:

Environmental factors may include indoor setting with overhead lighting and comfortable ventilation. May occasionally be called upon to work in all areas of the property, both inside and outside, possibly in inclement weather.

The Garden of the Gods Resort and Club offers a diverse, dynamic, and thriving environment that supports career development for all our team members.