Front Office Manager

JOB OVERVIEW:

Provide guidance and leadership to the Front Office, ensuring
consistent compliance with hotel policies, and quality guest service. Indirectly
offers supervision for the entire hotel as well as making policies and developing
plans for carrying out work programs.

REPORTS TO:

General Manager

ESSENTIAL JOB FUNCTIONS:

1. Implement and manage hotel's daily quality process including goal
communication, associate improvement, compliance with Crescent
standards of product and performance, service recovery and problem
resolution. Disseminate feedback from comment cards, guest satisfaction
and service failure measurements and coach accordingly.
2. Interview, hire, train, recommend performance evaluations, resolve
problems, provide open communication, and recommend discipline
and/or termination when appropriate.
3. Communicate both verbally and in writing to provide clear direction to
staff.
4. Observe performance and encourage improvement. Monitor hotel
occupancy and make staffing adjustments accordingly. Supervise and
review cost and inventory controls.
5. Field guest complaints, conducting thorough research to develop the
most effective solutions and negotiate results. Prepare written
correspondence to guests. Listen and extend assistance to resolve
problems such as price conflicts, insufficient heating or air conditioning,
etc. Remain calm and alert especially during emergency situations and
heavy hotel activity. Plan and implement detailed steps or problem
resolution by using experienced judgment and discretion.
6. Supervise the budgeting, forecasting, training, motivating, and staffing of
the Front Office including Front Office, Bell Staff, Reservations,
Concierge, Guest Services, and Transportation Services.
7. Plan, organize, chair, attend and/or participate in various hotel meetings
such as: Staff Meetings, Rooms Division Meetings, Executive Committee
Meetings, Quality Teams Meetings, etc.
8. Comply with attendance rules and be available to work on a regular basis.
9. Perform any other job-related duties as assigned.

REQUIRED SKILLS AND ABILITIES:

Must have the ability to communicate in English. Self-starting personality with an even
disposition. Always maintain a professional appearance and manner. Can
communicate well with guests. Must be willing to "pitch-in" and help co- workers with
their job duties and be a team player. Requires the exercise of considerable managerial
skill as position involves frequent decisions, meeting of deadlines, negotiations of
contracts of vendors, analytical ability and the planning, organization development and
coordination of large-scale work projects. Ability to effectively deal with internal and
external customers, some of whom will require high levels of patience, tact, and
diplomacy to defuse anger and collect accurate information and resolve conflicts.
Complex mathematical skills and considerable skills in the use of a calculator to prepare
complex mathematical calculations without error, i.e. budgets, forecasting. Ability to be
mobile for significant distances between and within buildings on the property. Ability to
observe performance and detect signs of emergency situations and respond with proper
action.

PERFORMANCE STANDARDS

Customer Satisfaction:
Our customers are what we are about. One of the keys to a positive guest
experience is positive interaction with Crescent staff. It is essential that you
always remain professional, and that you treat all guests and associates with
courtesy and respect, under all circumstances. Every Crescent associate is a
guest relations ambassador, every working minute of every day.

Work Habits:
To maintain a positive guest and associate experience, your work habits should
always meet and strive to exceed hotel standards for work procedures, dress,
grooming, punctuality, and attendance. You should be adaptable to change in
your work area and in hotel procedures with a willingness to learn new skills
and/or improve existing ones, can solve routine problems that occur on the job
and ask for help whenever you are not sure how to do something.

Safety & Security:
The safety and security of our guests and associates is of utmost importance to
Crescent. Every Crescent associate should adhere to the hotel security policies
and procedures, particularly regarding key controls, lifting heavy objects, using
chemicals, and effectively reporting safety hazards and safety concerns.

NOTE:
This description excludes non-essential and marginal functions of the position
that are incidental to the performance of the fundamental job duties.
Furthermore, the specific examples in each section are not intended to be allinclusive. Rather, they represent the typical elements and criteria considered
necessary to perform the job successfully. Other job-related duties may be
assigned by the associate's supervisor.
Furthermore, this description is subject to change, in the sole discretion of the
Company, and in no way creates an employment contract, implied or otherwise;
each associate remains, always, an "at will" associate.