Front Office Manager

ABOUT: Just 90 minutes from NYC, Sound View Greenport offers a 65\-room seaside retreat where relaxation, connection, and exploration come naturally. Set along the stunning Long Island Sound, our hotel invites you to unwind by our beachside private pool, sip cocktails at our seasonal Beach Bar, or enjoy fresh local seafood at our waterside restaurant, The Halyard—all with breathtaking waterfront views. Guests can take an art class in the Gathering Room, exploring a historic farm with our Chef, share stories by a firepit , stroll along our private beach, savor the region’s renowned wines, discover the charm of Greenport’s historic fishing village, or dance the night away to live music in our speakeasy\-style Piano Bar. Every moment here feels effortless and immersive. At Sound View Greenport, it’s about embracing the simple pleasures—sunsets on the deck, great food, and unforgettable shared experiences. We look forward to welcoming you to the place we call home JOB DESCRIPTION SUMMARY: The Front Office Manager is responsible for managing front desk guest service operations while supporting the management team in providing overall leadership in the hotel’s continuing effort to deliver outstanding guest service and operational efficiency across all departments. The FOM will assist in hiring team members, managing performance, communicating feedback, administering discipline and training the team in the successful execution of their jobs. Responsibilities include working with our accounting team and being the primary contact for Sound View guest inquiries, reimbursements, and account reconciliation. The Front Office Manager provides impeccable guest service and is a role model for delivering exceptional guest experiences. The Front Office Manager must comply with the property’s dress code, possess good communication skills and a thorough understanding of Sound View policies, and have the ability to resolve conflict. All Sound View team members, even those that are not exposed to guests on a day\-to\-day basis, are expected to greet all guests in close proximity and make each feel important by providing a genuine welcome. Furthermore, the Front Office Manager must develop and maintain the company’s culture, values and reputation in the public eye, and with all staff, guests, vendors and partners. The Front Office Manager must promote the Sound View mission in all actions and decisions and are accountable to the overall team. Based upon fluctuating demands of the operation and to exceed customer expectations, it may be necessary to perform a multitude of different functions not specifically related to this position. This person may be expected to perform other tasks and duties as needed or as directed. Furthermore, employee responsibilities and job descriptions are subject to review and revision. ESSENTIAL FUNCTIONS: Develop in depth understanding of the property management system and POS functionality. To understand and respond to all guest needs and requests in a friendly, helpful, timely and professional manner. At the direction of, and often in conjunction with, the General Manager: Hire, train, and schedule, support, and review and discipline front office employees. Working to ensure that all front office staff members maintain the very highest possible levels of employee morale and department productivity. Provide gracious and sincere customer service to all arriving and departing hotel guests and visitors. Coordinate daily arrival/departure preparation, special requests, room assignments and guest amenity/recognition programs. Communicate service and amenities of the hotel to guests and provide Concierge service as needed. Maintain a fluent knowledge of local restaurants, special events, city attractions, and outdoor activities. To diplomatically and effectively handle all guest complaints, referring to the General Manager if necessary. To maximize hotel revenue through salesmanship, status control and maintenance of "Yield Management" system. To assist, as directed by the General Manager, in preparing annual departmental budget. Monitor and control departmental expenditures to ensure meeting operational standards while maintaining annual budget. Work closely with other departments in order to facilitate increased levels of communication and guest satisfaction. Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations. Coordinate relocation of guests when necessary. Conduct regular inventories of front office supplies to ensure stock is adequate and orders are placed as needed. Work with General Manager to create comprehensive training/reference material for staff. Communicate additions or changes to the assignment sheets as they arise throughout the shift. Conduct regular inventories of supplies and assist with purchasing decisions Check vacant rooms, verify status and update status of discrepant rooms throughout shift as well as check DNR rooms for status. Inspect public areas, restrooms, meeting and office space for cleanliness utilizing designated checklist. Complete work orders for maintenance repairs and submit via ALICE. Contact engineering directly for urgent repairs. Accommodate guest requests for housekeeping items or additional supplies expediently and courteously. Follow up on delivery and return of all such items. Train staff on all SOPs and ensure there is understanding and compliance. Complete payroll and timekeeping logs to specifications. Ensure that all front desk staff follow all specified procedures to correctly handle all cash, credit and gift certificate transactions. Follow specified procedures to reconcile daily deposits, provide change, and prepare daily and/or weekly revenue reports as directed. To promote and comply with all company policies and procedures. Monitor the front desk and lobby areas to ensure they are always clean and well organized. Be completely familiar with hotel emergency procedures, and provide, calm, reassuring assistance to guests and fellow employees in the event of an emergency. To immediately report all suspicious occurrences and hazardous conditions. To maintain the cleanliness and safety of work areas at all times. Focus on safety and the following of safe work practices by yourself and those under your direction. Including compliance with company safety standards, and state and local regulations that pertain to your department. To conduct in conjunction with the General Manager regular departmental operations meetings. Enforce all cash handling and credit card policies, verify banks and deposits at the end of each shift. Review daily front office work and reports generated by Night Audit. * Perform technical and administrative duties, including, but not limited to; Profit and Loss Statements, Rewards Reimbursement, Accounts Receivable, Credit Account Reconciliation and Payroll.