The Front Office Manager oversees all aspect of the guest service department including but not limited to, guest service and registration, room inventory and availability, guest service standards and initiatives, product quality, budgeting, staffing, payroll, training and managing the Front Desk, Night Audit and Bell Service staff to ensure proper completion of all front office duties. The Front Office Manager is an ambassador for the Ranch and provides leadership and support to all members of the front office, maximizes financial performance of the Ranch by ensuring product and service excellence, ensures highest levels of employee engagement, and meeting guest expectations in accordance with Forbes Five Star and Relais & Chateaux standards. The FOM reports directly to the Assistant General Manager and is a salaried position with benefits.

1. Knowledgeable of and able to perform all duties of Guest Services Agent/Concierge, Night Audit, Security and Bell Service.
2. Assist with responsibilities and duties of the front desk and bell services during need periods.
3. Address guest concerns, requests, and special requirements in a timely manner to ensure guest satisfaction as well as communicate guest concerns, requests and special requirements in a timely manner to appropriate departments.
4. Create, review & monitor staff schedules to ensure there is sufficient coverage at all times and find substitutes for any late or absent employees.
5. Manage payroll effectively to meet budget parameters.
6. Take lead in creating and executing training schedules for front desk, night audit, security, and bell services staff.
7. Monitor employee morale and motivation levels. Hold performance appraisals with each staff member, identifying areas for development and training needs.
8. Prepare and conduct Coaching/Counseling sessions with staff members when the need arises.
9. Prepare and hold monthly department meetings.
10. Assist in managing hotel operations to maximize profitability and growth.
11. Work closely with the Housekeeping Department to improve guest services and foster cross- departmental communication.
12. Ensure maximum room occupancy in line with company policies on rates and reservation rules. Achieve room revenue goals.
13. Develop and manage the hotel’s Pre-Stay and Post-Stay programs.
14. Review Daily Sales Reports to ensure financial and credit procedures are followed. Review all paid outs, refunds, and petty cash disbursements.
15. Monitor and control variable business expenses as deemed necessary by the Controller.
16. Participate in Manager on Duty program.