Affiliate Services

  • Front Office Manager

    Job ID
    Administrative / Clerical
    Holiday Inn & Suites Charleston West
    US-WV-South Charleston
  • Overview

    Supervises Front Desk Team in order to facilitate efficient operations that meet company and brand standards and provide the highest level of guest satisfaction. 


    • Perform all duties of the Front Desk Staff.
    • Manage room inventory to maximize ADR and RevPAR.
    • Answer inquiries pertaining to hotel policies and services, and resolve guest’s complaints.
    • Assign duties to employees and schedule shifts.
    • Approve employee time and submit to HR/Payroll.
    • Confer and cooperate with other managers to ensure coordination of hotel activities.
    • Establish and implement departmental policies, goals, objectives, and procedures, conferring with general manager as necessary.
    • Observe and monitor staff performance to ensure efficient operations and adherence to brand standards and departmental/company policies and procedures.
    • Train staff members on all brand standards and departmental/company policies and procedures and coach/counsel them as needed with documentation.
    • Assist General Manager with evaluations of staff members and any disciplinary action that is necessary.
    • Review financial statements and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
    • Maintain inventory and par levels for Front Desk and hotel market.
    • Monitor staff to ensure that they efficiently and effectively provide needed services while staying within budgetary limits.
    • Maintain/monitor the Signature Training program and use this tool to ensure Front Desk Staff are selling rooms in the most efficient manner possible.
    • Monitor the Brand Rewards Program and motivate staff to enroll new members per Brand Standards.
    • Oversee care/use of hotel shuttle vehicle.
    • Monitor use of ServicePro program to report and track maintenance issues within the hotel.
    • Assist General Manager in creating an atmosphere amongst the staff to infuse the Brand Culture throughout the hotel.
    • Keep records of room availability and guests' accounts, including verifying guest credit, manually or using computers.
    • Collect payments, and record data pertaining to funds and expenditures.
    • Perform simple bookkeeping activities, such as balancing cash accounts.
    • Record and track guest comments or complaints.

    Perform all other duties as assigned.


    Front Desk experience is required; Management experience is preferred.


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