The University of Georgia · 5 months ago
Front Office Manager
Athens, GA
Full-time
Onsite
Mid Level
$56K/yr - $69K/yrThe University of Georgia is the state's oldest and most comprehensive institution of higher education, committed to public service and outreach. They are seeking a Front Office Manager responsible for leading the Front Office team, ensuring exceptional service delivery, and overseeing various operational aspects within the hotel division.
Artificial Intelligence (AI)Information TechnologyRoboticsSoftware
No H1B
Responsibilities
Lead a cohesive team that fosters a positive business environment charged with consistently delivering results
Provide vision, leadership, strategy, and accountability to inspire the FO team members to deliver exceptional service that focuses on the guests through employee development and motivation
Direct responsibility for recruitment, employment, training, supervision, and evaluation of the FO staff
Ensure the FO has the necessary resources and support to have appropriate staffing, properly trained, to meet the operational standards for all areas within your span of control
Through daily shift communications, weekly staff meetings, monthly team meetings, and attendance at monthly division meetings, provide your teams with the necessary information to carry out their responsibilities
Create an open forum for discussion on all work-related issues the teams may have
Create a Culture of Teamwork
Ensure all safety and emergency management policies, programs and training steps are developed, implemented, and monitored
Update, monitor, communicate and verify that all safety and security responsibilities for your teams are implemented and followed
Development of new and/or updates to existing SOPs that set the expectations for all position responsibilities
Define what success looks like for each area of responsibility
Development, implementation, and ongoing evaluation of performance and presentation standards for all areas within the FO
Apply the philosophy behind our Credo, Motto, Steps to Service, and Standards of Excellence to all team activities
Ensure all team members understand our standards for: Presentation, Professionalism, Verbal and written communications, Phone etiquette, Rote Behaviors
In conjunction with the HGM, participate in the development of a sales plan that contributes to optimum market share for the hotel; oversee implementation, monitor results, and submit recommendations for changes as warranted
Based on history, develop staffing standards for scheduling based on hotel arrivals, stayovers, departures, and non-hotel visitor traffic patterns
Schedule appropriate staff to meet guest needs while balancing labor costs to budget and/or standard
Calculate labor costs associated with the schedule and provide explanation for variances to standard
Evaluate the cost of labor at completion of schedule vs scheduled costs and critique any variances
Monthly, critique labor costs to standard for the month and year to date by wage category
Monitor and approve purchasing and inventory controls to ensure the department operates within budgeted guidelines
Monitor costs monthly for items in The Market: Removed from inventory for date expiration, Utilized for GC purposes with no revenue, Not accounted for – loss
Review for accuracy, approve when accuracy is verified, and submit invoices in a timely manner; Keep accurate files on all invoices processed
Ensure all reports within your teams, and for the division are accurate and submitted within assigned deadlines
Monitor and maintain guest room reservations through group sold blocks, hotel-only blocks, transient/leisure travelers (including third-party online travel agents, etc
Ensure that all guests that submit feedback receive a timely response thanking them for taking the time to share with us their experiences
Practice service recovery techniques in your communications for any issues mentioned or scores below our acceptable thresholds
Communicate issues with the appropriate unit/staff for correction or training
Present weekly, monthly and annual results to the hotel team, highlighting any areas of excellence and/or opportunity, and trends
Development and implementation of training programs for all positions that direct the trainers and trainees on expected activities and results
Ensure all new employees successfully complete their training program & have it documented in their personnel file. Employees that do not successfully complete their training will have these deficiencies detailed, and corrective action taken
Monitor implementation and effectiveness of training programs for each area, measured by observation, customer feedback, and employee surveys; communicate results, recommend appropriate changes, and monitor implementation
Qualification
Required
Requires at least a baccalaureate degree in the field
Positive attitude and outgoing personality
Good verbal and written communication skills
Good organizational and time management skills
Detail oriented
Computer literate
Strong work ethic
Company
The University of Georgia
The University of Georgia, a land-grant and sea-grant university with state-wide commitments and responsibilities, is the state's flagship institution of higher education.
Founded in 1785
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Mark Johnson
Chief Technology Officer, Grady College of Journalism and Mass Communication
Alan Dorsey
Professor of Physics and Associate Chief Information Officer for Research
Recent News
Alfred P. Sloan Foundation
2023-10-27
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