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Front Office Manager

Courtyard Marriott Nashua

Purpose: The front office manager ensures that all front office operations are executed in the interest of 100% guest satisfaction and exceptional financial returns.

Scope: The front office manager is responsible for all aspects of supervision with the front office and night audit staff. He/she is also responsible for all aspects of front office operations including guest service, reservations and night audit. The front office manager manages room inventory, facilitates effective communication both intra and inter departmentally, ensures compliance with brand standards as they pertain to the front office, establishes and ensures compliance with front office procedures. The Front Office Manager is responsible for upholding the company’s Core Values. The Front Office Manager will act and hold the Manager on Duty responsibilities for the complete facility.

Core Values:
• We are a performance driven company that excels at meeting our objectives
• We deliver superior customer service and quality every day
• We operate with a sense of urgency and discipline
• We keep our word and do what is right
• We succeed through professional development and teamwork
• We recognize excellence and celebrate success
• We invest resources in the communities we serve

Key Result Areas: The Company operates through management process and the KRA’s for the company are: NOI, First Class Condition, Guest Service, Asset Protection, Revenue Production, Employee Development and Financial Reporting.

Reports to: General Manager

Direct reports: Front Office Supervisor(s), Front Desk Representative(s), Night Auditor(s)

Working Relationship with: We are a company that works by process management, taking a process from the beginning to the end and your position will connect to other team members of other processes listed here: Hotel and F&B Operations Management teams, Employee Development Director, and our Valued Guests

Team Member of: Hotel operations Team, Free Cash Flow/Revenue Production Team, Guest Service Team, and Asset Protection Team.

Methods of Reporting: Responsible for accurate reporting of Guest Service activity through use of a log book. Responsible for accurate documentation and reporting of all HR relevant activity, using ADP approved formats. Responsible for accurate financial reporting of daily activity.

Your specific responsibilities and authority are listed below, by KRA:

Performance Standards: NOI

• Order, maintain and ensure secure storage of front office and pantry products (ie: member reward items, forgot something items, pantry items etc.), complete the month end inventories, the expired pantry log, Platinum gift log and to hit targeted profitability per occupied room.
Authority Level: Do It
• Ensure proper staffing; keeping within budgetary requirements while effectively serving the needs of our guests.
Authority Level: Do It
• Serve on the Free NOI/Revenue production team; contributing ideas and thoughts on how to improve in this area
• Order and maintain office supplies keeping within budgetary requirements.
Authority Level: Do It

Performance Standard: First Class Condition
• Ensures back of house areas and public areas are well maintained and remain clean and organized.
Authority Level: Do It
• Ensures that all information given to guests is accurate and presented in a professional manner (ie: directions, area information etc.)
Authority Level: Do It
• Provide team members with the tools they need to perform their jobs effectively.
o This includes, but is not limited to: well functioning equipment, ample supplies, thorough training and supportive co-workers
Authority Level: Do It
• Establish and enforce a process that ensures maintenance requests are submitted and followed up on in a manner allowing us to keep our word and do what is right
Authority Level: Do It
• Maintains all front desk brand standard uniform requirements and ensures that all staff are properly uniformed and wearing a name tag when working.
• Work the General Manager and the Executive Housekeeper to inspect a minimum of 10 guest rooms per week.

Performance Standards: Guest Service
• Maintain a professional attitude with guests and co-workers in a friendly and service oriented manner
Authority Level: Do It
• Ensure that we exceed both the brand required Elite Recognition score of 70% and the required 20 monthly Marriott Reward Member enrollments
Authority Level: Do It
• Operate with a sense of urgency and discipline when handling guest complaints and concerns; ensuring 100% satisfaction before departure; resulting in Problem Resolution scores exceeding 75%
Authority Level: Do It
• Implement processes to ensure that we deliver superior customer service and quality every day ; resulting in Staff Service Overall scores exceeding 80%
Authority Level: Do It
• Implement processes to ensure that we deliver superior customer service and quality every day ; resulting in Intent to Recommend scores exceeding 71%
Authority Level: Do It
• Implement processes to ensure that we deliver superior customer service and quality every day ; resulting in Arrival Experience scores exceeding 82%
Authority Level: Do It
• Interview qualified applicants and appropriately choose candidates for hire
Authority Level: Do It
• Perform duties as Marriott Reward Champion and maintain and monitor all requirements in Land It.
Authority Level: Do It
• Serve on the Guest Service team; contributing ideas and thoughts on how to improve in this area
Authority Level: Do It

Performance Standard: Asset Protection
• Manage Marroitt processes and systems including, but not limited to Marroitt Reward Club, Guest VOICE (48 hours above 90%), PMS and Sage interfaces and interfaced systems
Authority Level: Do It
• Ensure safety protocols are in place and followed by the front office team
Authority Level: Do It
• Employee Accountability: Hold employees accountable for their actions/failures to complete job through the progressive disciplinary process. All write ups reviewed with GM and ADP prior to meeting with employee
Authority Level: Do It
• Act as Manager on Duty as needed and scheduled
Authority Level: Do It
• Serve on the Asset Protection team; contributing ideas and thoughts on how to improve in this area
Authority Level: Do It
• Look out for the hotels interest at all times; ensuring that hotel services are used by registered guests only, and reporting suspicious activity immediately
Authority Level: Do It
• Seek out opportunities to invest resources in the communities we serve by looking for local projects and initiatives that we can participate in.
Authority Level: Do It
• Responsible for assisting the General Manager in all banking and deposit requirements.
Authority Level: Do It
• Monitor the daily ledger, rate variance report, high balance room report and manager account and maintain up to date balances.
Authority Level: Do It

Performance Standard: Revenue Production
• Manage hotel room inventory on a daily basis, 90 days out, to ensure systems are in balance and revenue opportunities are being maximized (ie: netting, overbooking, rate variance report and individual reservation management etc.).
Authority Level: Do It
• Ensure a structured reservation process is in place; following established sell strategies and supporting our performance driven company that excels at meeting our objectives
Authority Level: Do It
• Serve on the NOI/Revenue production team; contributing ideas and thoughts on how to improve in this area
Authority Level: Do It
• Establish processes and marketing idea and promotions support meeting or exceeding the monthly Pantry revenue target per rented room.
Authority Level: Do It
• Establish processes that support your team’s promotion of internal Food and Beverage and Catering Outlets.
Authority Level: Do It

Performance Standard: Employee Development
• Attend regular management staff meetings
Authority Level: Do It
• Hold regular front office staff meetings
Authority Level: Do It
• Maintain a close working relationship with all department heads to ensure that communication lines stay open to best serve our guests
Authority Level: Do It
• Provide team members with the support they need to perform their jobs effectively through thorough training, plan of escalation for guest issues, parameters and guidelines for guest compensation, etc.
Authority Level: Do It
• Provide your team with feedback as to their performance and coach them as needed because we succeed through professional development and teamwork
Authority Level: Do It
• Participate in our Employee of the Quarter and Year processes where we recognize excellence and celebrate success
Authority Level: Do It
• Provide nominees for Roedel Companies’ Core Values Award; at least one per award
Authority Level: Do It

Performance Standard: Financial Reporting
• Manage the Guest Ledger, according to company policy
Authority Level: Do It
• Quickly respond to and address all billing inquiries and/or disputes; directly with guests, or through the chargeback process
Authority Level: Do It
• As we are a performance driven company that excels at meeting our objectives; it is your responsibility to ensure that all nightly reporting is accurate; and that your team is trained properly to achieve this.
Authority Level: Do It

Minimum Requirements:
• Must be able to perform each task and duty of subordinates.
• Capable of working in a fast paced work environment and perform efficiently under stressful situations
• Effective Communication and Listening skills
• Ability to work with and develop employees and co-workers through team process
• Availability to work varied shifts, according to the needs of the hotel. This includes weekends, evenings, overnight and holidays.
Education/Experience:
• 2-4 year degree in hospitality or business management, and/or: two or more years of supervisory experience in the applied field
• Proper knowledge of front office and reservations operations

Language Skills
• Ability to read, analyze and interpret industry specific reports
• Ability to develop written procedures in a manner easily understood by your team.
• Ability to effectively deliver all required information to superiors, coworkers and subordinates.

Computer Skills
• Typing skills
• Windows XP or newer, Word, Excel and Outlook
• Thorough working knowledge of PMS system

Certificates and Licenses
• Required to attend Brand required Front Office Operations Training within 90 days of taking position; which takes you out of state for 1 business week.

Physical Demands
• The employee will be required to stand, walk, sit, reach with hands and arms, kneel and crouch. The employee must occasionally lift or move 50 pounds

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