Front Office Manager (Courtyard by Marriott Parkside Cary)

Job Details: Job Location: CARPS - Cary, NC, Position Type: Full Time, Salary Range: Undisclosed, Job Shift: Flexible, Position Summary: The Front Office Manager is responsible for assisting the General Manager in all aspects of the front desk front office of the hotel, including revenue strategies, compliance with brand standards of operation, strategic and operational planning to ensure the hotel’s ability to meet contractual obligations with clients, vendors and franchiser. The Front office Manager assists the General Manager in formulating and executing an operating strategy that meets budget guidelines and quality benchmarks for the hotel. The Front office Manager ensures compliance with brand and hotel Life Safety procedures, QA Audit standards, and all appropriate HR practices (screening, hiring, coaching and development, termination, evaluation, policies) as outlined in the Courtyard by Marriott Front office Manual. The Front office Manager also understands the operation of all systems critical to the day-to-day operation of the hotel and assists the GM in ensuring that necessary certifications are current and held by the appropriate individuals (Brand mandated certifications, SERV Safe, CARE, CPR, Pool Operator, etc.). The Front office Manager must understand how the standards of our hotels and MARRIOTT Worldwide dictate the level of pre-planning, warm welcome and personal attention that must be delivered to each of our guests. The Front office Manager plays key roles in regular property inspection, Accounts Receivable, Quality Assurance and Training Tracking. The Front office Manager participates in Marriott Worldwide brand sharing of best practices, refinement of procedures, loyalty program enrollment and enhancements. ESSENTIAL JOB FUNCTIONS: Business Performance: responsible for overall performance of the hotel to include, but not limited to: P&L Management, brand standards compliance, compliance with all local and state laws, labor, inventory and cost management. Execute all above responsibilities in a manner that leads by example; adhere to the Vision, Mission, Culture of the Courtyard by Marriott and Marriott Worldwide. 1. Personal: timely completion and staying current on all brand mandated training and certifications for Managers; exemplify the concepts of integrity, personal responsibility and accountability; highly professional in behavior, communication, attire; demonstrate an understanding of quality, consistency and attention to detail as it relates to our industry. Represent the hotel by local community involvement. 2. Hotel strategy: hiring, training and performance management such that the overall expertise and capability of our team is continuously improving (metrics: GSS, QA, TripAdvisor, payroll efficiency). As our team evolves, manage the process so that we incorporate additional skills, knowledge, best practices so that our team as a whole evolves with the needs of the hotel and is better able to exceed the expectations of our guests & clients. 3. Ensure implementation of a new-hire / on-boarding / training process so that all brand mandated training (QA) and hotel specific training is tracked and completed. 4. Follow the New Hire process as established by the hotel, and complete necessary safety training and briefings 5. Exercise judgment and direction in maximizing revenue, working with other hotels in the market and resolving any guest issues within hotel parameters (an immediate resolution that is acceptable to the guest is always preferred). 6. Operational strategy: coordinate property efforts to execute anticipated business needs within budget target expenditure levels. Understand the job descriptions and duties of each department manager and supervisory position and the essential roles that they must play. 7. Understand the interrelationship and communication that must exist between hotel departments so that we can consistently exceed the expectations of our guests. 8. Understand the need to balance expenses vs budgets and forecasts, both in payroll and operating expenses. Monitor inventories and order necessary operating supplies. 9. Leadership and Training: Maintain a continuing program of meetings, training and development so that we can manage transitions effectively. Administer periodic incentive programs designed to encourage specific behaviors on the part of our team. 10. Accounts Receivable: working with the Sales Managers and Front Office teams to ensure timely generation of invoices, posting of payments; monitor aging and keep the A/R current. 11. Confidential and Proprietary Information Security: ensure that brand and company policies for information security (documents and electronic) are consistently adhered to. 12. Liaison with key contract support vendors: fire panel, sprinkler system, A/V, landscaping telephone system and other vendors for maintenance of essential systems. 13. Vehicle maintenance and liability: if applicable, ensure that vehicle maintenance logs are maintained, safety inspections and maintenance performed, drivers authorized through insurance provider and meet minimum requirements for safe driving. 14. Highlight pertinent information to teams re: special operational needs, VIPs, group arrival, transportation needs, planning for special departures (late departures, luggage storage, transportation), special Internet access codes, weather preparation, anticipated challenges. 15. Directly deal with any guest or client issues as appropriate. Assist in responding to GSS and TripAdvisor postings according to Winwood guidelines. 16. Monitor hotel facilities by conducting periodic inspections of guest rooms and public areas, business centers, swimming pool, lobby and breakfast area, parking lots and lighting, outdoor areas, and the like. 17. Contribute to a team culture that fosters continuous improvement, mutual cooperation, loyalty & stability, superior service to guests and team alike. 18. Ensure that brand standards of front office, safety, services are maintained at all times. 19. Ensure that financial control procedures for cash, vouchers, inventories and receivables are followed consistently. 20. Ensure GSS standards by monitoring effectiveness of Front Desk/Guest Service Departments: Bistro, Housekeeping, Engineering. 21. Coordinate with Engineering Team for responsiveness to guest needs and to maintain all aspects of the hotel in a “like new” condition. ADDITIONAL RESPONSIBILITIES Exercise complete direction of the hotel’s departments and contribute to the hotel’s primary goal of providing hospitality and exceed guest expectations for levels of service, quality, consistency and attention to detail – all team members are evaluated against this standard. Be aware of, act on and/or report any issue that affects the safety of guest or team member. A hotel operates 365 days a year, 24 hours a day. During the course of your job, you may need to assist in areas of the hotel or with projects outside of your typical work areas. Know why competitors are successful in our market and be able to directly market/sell against that competitor. Understand the parameters within which to make rate decisions based on occupancy levels, and when to consult with the company or revenue manager. Qualifications: EDUCATION AND EXPERIENCE 1.
A college level degree is desired, but not essential.
2.
Previous related experience – hospitality, hotel, front desk supervision or management - required. Experience in similar service level hotels preferred; basic food service safety and sanitation knowledge required.
3.
Comfort in a computerized environment is essential.
KNOWLEDGE, SKILLS, ABILITIES
1.
Lead by example, create and foster professional relationships, engender team spirit. Work well and communicate effectively with managers, team members and departments. Administer progressive discipline in such a way that desired behavior changes are achieved.
2.
Read, write, perform mathematical computations such as adding, multiplying, calculating room rates, taxes, percentages.
3.
Effectively communicate with team members, hotel guests and clients, utilizing courtesy, tact and diplomacy.
4.
Possess excellent verbal and telephone skills 5.
Able to remain calm and organized in times of multiple demands 6.
Able to give and follow directions accurately and efficiently.

PHYSICAL/MENTAL DEMANDS

1.
While performing the duties of this job, the employee may be required to stand, walk, carry, talk, listen and coordinate with other team members. The employee may be required to be on his / her feet for large portions of the day / shift. Duties require that the employee work with a computer, monitor and telephone; use hands to manipulate tools or controls; be able to lift and / or move objects including packages and shipments; must be able to lift approximately 25 pounds overhead.
2.
Must be able to sustain focus and attentiveness for extended periods of time.
3.
Must be able to plan several steps ahead, always being ready to move on to the next task within each shift; keep written notes so that we do not lose any request or essential information.

WORKING CONDITIONS

1.
Front Desk, Restaurant, Guest facing, public area environment.
2.
Office, telephone, on-line and computerized environment.
3.
Guest rooms, hotel laundry, mechanical rooms – mechanized equipment, cleaning chemicals and equipment, basic tools.
4.
Basic food prep, essentially heat and serve or thaw and serve – oven, knives and serving equipment 5.
Flexible schedule - can vary from week to week; must be available to work on weekends and holidays, first, second or third shifts.
Physical and Mental Demands and the Environmental Factors Occasional (1 – 33% of the time) Frequent (34 – 66% of the time) Constant (67 – 100% of the time) _F__ Requires bending or twisting _O__ Requires walking and running _O__ Requires kneeling, crouching, stooping or crawling _F__ Requires repetitive movement _C__ Requires standing _C__ Requires using hands to handle, control, or feel objects, tools or controls _O__ Requires working outside in all types of weather conditions _O__ Subject to cuts, burns, and bruises