Front Office Manager

The Front Office Manager (FOM) is responsible for leading a cohesive Front-of-House team known as the Front Office (FO) that fosters a positive business environment charged with consistently delivering exceptional service to Georgia Center (GC) guest’s, visitors, and staff.

The FOM’s FO team will consist of:

• Assistant Front Office Managers (AFOM)
• Front Office Supervisors (FOS) – Front Desk
• Front Office Supervisors (FOS) – Concierge
• Front Desk Clerks
• Night Auditors
• Reservationists
• Group Room Coordinator
• Front Desk student staff
• Concierge student staff

In addition to oversight of and directing all FO service operations within multiple departments, guest and employee satisfaction, human resources, general maintenance, and financial results of the teams assigned; the FOM will also:

• Analyzing workflow, establishing priorities, developing standard operating procedures (SOP), and setting goals and objectives.
• Performing high level administrative tasks, such as scheduling and assigning work for service/maintenance staff, performing personnel actions such as hiring, firing, training, performance evaluations, and organizing payroll/time sheets, and developing policies and procedures within the hotel division.
• Take a leadership role in division technology applications, training, and implementation of systems utilized by the hotel division.
• Be the point person for monitoring customer feedback through our various channels, ensuring appropriate communication in response to this feedback.
• Tracking and reporting on all division metrics as required by the Hotel General Manager. Review, approval, processing and tracking of division accounts payable as required by the Hotel General Manager.
• All other duties and schedules as assigned and designated by senior GC leadership.

This FOM reports to the GC’s Hotel General Manager (HGM).

The FOM will work with other hotel divisional Back-of-House leadership, including the Executive Housekeeper, Assistant Executive Housekeeper, Housekeeping Supervisors, etc. on operations that overlap their respective areas of responsibility. The HGM will be available to mediate any issues or concerns arising in the normal course of business.