Hotel Front Office Manager (FT)

Job Description

Job DescriptionDescription:

The Front Office Manager is directly responsible for the leadership, development, and execution of the Front Desk and Night Audit team. This role manages all departmental operations, including scheduling, budget adherence, and payroll, and is critical for maximizing revenue, maintaining the integrity of hotel policies (e.g., 21+ check-in, incidental holds, pet policy), and ensuring exceptional guest service within the expansive Spooky Nook Champion Mill complex.

The schedule for this position works primarily second shift (2pm-10pm).

Benefits

Working at the largest indoor sports complex in North America is an experience that compares to no other. The atmosphere is filled with energetic excitement that provides an uplifting ambience throughout the facility. The Nook takes pride in its friendly, guest focused team members that make kindness contagious and help others succeed.

As a Full-Time team member of the Nook, you will enjoy:

• Free family membership to our massive 65,000+ sq. ft. fitness center, including all the equipment you need to fit almost any training program. Membership also includes all group fitness classes.
• Affordable and comprehensive Medical, Dental, and Vision benefits
• Competitive PTO package
• Paid holidays
• 401k program
• 35% discount on food and beverage purchases, including the Forklift and Palate restaurant
• 35% discount on all Nook apparel
• Free child watch (3-hour increments)

Essential Job Functions

A. Leadership, Management & Training

• Staff Management & Development:Responsible for scheduling and payroll. Leads structured training for new team members and collaborates with the AGM on monthly training preparation. Conducts regular team meetings and monthly 1-on-1s to review progress. Monitors daily/future occupancy to ensure proper staffing levels.
• Standards & Uniforms:Conducts daily uniform inspection and enforces professional service standards across all shifts.

B. Guest Experience & Communication

• Manager on Duty: Acts as the Manager on Duty for the hotel, efficiently resolving service issues and complex guest problems.
• Communication & Information: Ensures the Front Desk is supplied with up-to-date quick reference information (Daily Facility Hours, Group Info, etc.) to communicate effectively with guests regarding the complex amenities and events.
• Proactive Guest Service: Maintains a high-quality, professional environment, utilizing tools like the Guest of the Day program to enhance individual guest experiences.

C. Revenue, Reservations & Finances

• Rate Strategy & Revenue Management: Participates in Revenue Management meetings to maximize room revenue. Communicates and enforces established rate and inventory strategies, including the two-night minimum for weekend stays.
• Financial Integrity: Manages cash handling procedures. Reviews Night Audit Reports and the Shift Log daily to ensure revenue accuracy and follow up on discrepancies. Ensures all weekend reservations have the required one-night deposit.
• Group Management: Manages group rooming lists and maintains the group resume binder.

D. Property Standards

• Maintenance & Cleanliness: Prints Maintenance Papers (Work Orders, OOO Reports) and ensures timely follow-up. Works directly with the Housekeeping Manager to coordinate Early Check-Ins and Late Check-Outs and ensure cleanliness standards are exceeded.
• Local Expertise: Maintains a well-informed working knowledge of competing properties and attractions available in Butler County.

Requirements:

• Minimum 3 years of hotel front office/supervisory experience.
• Must be 18 years of age or older with a High School Diploma or equivalent.
• Fluent knowledge of the English language.
• Ability to work a flexible schedule, including evenings, weekends, and holidays.

Preferred Qualifications

• Highly dependable and punctual.
• Strong focus on guest service and the ability to view the "big picture" impact on the complex.
• Proven leadership skills with the ability to inspire respect and provide guidance.
• Excellent communication skills for handling diverse demographics and stressful situations.
• Detail-oriented, self-starting, and ability to multi-task effectively.

Working Conditions

• Work environment: Upbeat, high-energy sports and event complex with heavy foot traffic and frequent large crowds. This position will primarily work in an office environment.
• Physical requirements: While performing the duties of this job, the team member will be regularly required to perform physical activity that includes moving about the work area, talking, hearing, standing, and sitting for long periods of time while working on a computer. He or she will frequently be required to bend, reach, lift, push and pull. The team member will be occasionally required to stoop, kneel, or crouch. He or she is required to have the visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned.
• Lifting requirements: The team member will be required to lift, push, pull, lower and/or move up to 25 lbs. regularly.
• Noise Level: The noise level in this environment is typically variable.