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Job Description
Job Summary
The Front Office Manager for the Inn on Biltmore Estate has the primary responsibility to oversee the day-to-day operations of the Front Desk, PBX, Concierge, Valet and Bellman. Incumbent will promote a positive and engaging work environment through effective, consistent and professional communication and will work closely with other departments and managers to ensure the smooth overall operations of the Inn on Biltmore Estate. The Front Office Manager will closely monitor department to ensure Forbes 4 Star and AAA 4 Diamond requirements are achieved at all times. This position will also take an active role in the Inn's Manager on Duty (MOD) program. Ensure standards of quality and service are consistently emphasized and maintained, investigate and resolve quality and service complaints and regularly inspect services standards.
Essential Job Duties
1. Manage the Inn Front Office teams which include; Assistant Front Office Manager, Overnight Manager, Front Desk Supervisors and Bell Captains.
2. Manages the department's financial activities and responsibilities to secure hotel assets, achieve budget forecasting objectives, maintain inventory control, optimize the upsell program.
3. Monitor accurate production of guest folios, department reports and audits.
4. Conduct daily line-up meetings, monthly meetings, quarterly trainings.
5. Responsible for hiring, training, scheduling, performance management, staff development and correct par levels for inventory and supplies.
6. Monitors and responds to all forms of guest feedback, including guests' requests and complaints, in a timely and professional manner.
7. Actively participates in the Manager on Duty (MOD) program.
8. Ensures staffing levels are accurate guest service, operational needs and financial objectives are met.
9. Conduct weekly service audits and participate in the continuous improvement committee meetings
Additional Responsibilities
1. Perform any other tasks or projects as assigned by leadership or the company.
2. Ensure care/maintenance of equipment by scheduling repairs and training staff on proper use.
3. Assist in the coordination and evaluation of work performed by other departmental staff or outside contractors, communicating needs and ensuring services performed to agreed upon standard.
4. Ensure inventory is maintained at peak effectiveness and inventories are taken accurately.
5. Ensure standardized systems and procedures are developed to ensure consistency, timeliness, cleanliness and guest satisfaction.
6. Ability to work second shifts and overnight shifts as necessary.
Qualifications
1. High school diploma (or GED) required. Additional training, education, and/or certification(s) strongly preferred.
2. At least five (5) years of related hospitality leadership experience required; or, an equivalent combination of education/experience. Preferred candidate will have had Front Office management experience in a four or five star/diamond hotel or resort.
3. Demonstrated commitment to delivering world class internal/external guest service; proven leadership skills; ability to build/develop/motivate teams a must.
4. Proficiency in Word, Outlook, and Excel; must be able to quickly learn Biltmore's reservation systems and protocols, as well as products and services.
5. Outstanding interpersonal and written/verbal communication skills, must be able to convey information clearly, concisely and effectively to a variety of audiences, strong guest service recovery skills, and build positive working relationships across company.
6. Excellent planning, time management, and organizational skills; keen attention to detail; focus on service, quality, able to multi-task, troubleshoot, and prioritize work.
7. Exercises good judgment and be a creative problem-solver who is capable of resolving guest service concerns in a professional manner consistent standards.
8. Professional, reflects company core values, high ethical standards; maintains confidentiality; high level of emotional intelligence.
Physical Requirements
1. The individual will work in a guest contact environment.
2. The individual will be required to lift, pull, push 25 pounds regular and 50 pounds occasionally.
3. The individual may work in a standing position for extended periods of time, and may be required to kneel, reach overhead, bend/stoop as needed.
4. CPR/FA Certification preferred.
5. Position requires a valid driver's license; applicants must be 19 years of age.