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Front Office Manager - NCED Hotel & Conference Center

Norman, OK

  • Administration

  • Salaried

Job Description

Our 940 finely-appointed guest rooms and suites offer guests an amenity-rich retreat, fitted with modern touches that make every stay an exceptional experience, and our world-class conference center provides more than 75,000 square feet of flexible meeting and event space. Visit the famous museums and sights of the University of Oklahoma, just two miles away, or take a short drive to Downtown Oklahoma City to make the most of your time surrounded by the best of the Sooner State. 

Leads the Front Desk and Concierge teams in maintaining and surpassing the highest levels of quality standards and services at the Bolger Conference Center.  Leads the team by example, training, developing, communicating and motivating to optimize the collective strength of the group resulting in the achievement of performance goals and objectives.

Job Responsibilities


•    Maintains the highest level of Customer Service and Professionalism; understands all aspects of customer service and hospitality.
•    Directly participates and supports all Operations of the Front Desk, Concierge, Shipping/Receiving and Bellman areas.  
•    Meet and exceed the expectations of our customers and clients
•    Supervise and monitor team members to ensure a high level of guest service is delivered at all times.  Empower staff to answer questions and make appropriate decisions.
•    On a daily basis, reviews all Pass-On, Checklists and Night Audit information and conducts any necessary follow-up.
•    Reviews, approves; distributes and records/tracks the weekly Group Summaries.
•    Meets with the Front Desk Supervisors and Group Rooms Coordinator to review issues, disseminate information and formulate a plan of action each week.
•    Communicates closely with all departments to ensure a seamless guest and group experience.   
•    Maintains constant knowledge of current and future programs and events.
•    Responds to all requests and takes ownership of all issues, ensuring proper outcomes and solutions.
•    Resolves guest, client and staff issues with efficiency and diplomacy.
•    Attends Staff Meeting to ensure that the Group Resumes contain all accurate and necessary information for the all Front Desk Departments to successfully prepare for incoming groups.
•    Responsible for clear and timely communications relative to all Front Office Operations.
•    Prepares for any special billing and communicates the details to the Front Desk Supervisors, Group Rooms Coordinator, Night Auditor and team.  
•    Provides support to the Group Rooms Coordinator.
•    Understands all aspects of reservations, group billing, rate codes and packages.
•    Communicates with all coordinators and program managers, ensuring that the team is well prepared for incoming groups.
•    Responsible for coordinating in OPERA all Out of Order Rooms, Special Requests, Room Blocks and Guest Profiles.
•    Prepares all Staff Schedules: minimizing overtime hours, honoring schedule restrictions, Time   off Requests, and business demands. Maintains employee Vacation and PTO Calendars.
•    Responsible for submitting accurate Payroll Records, verifying any issues with security, collecting signatures/initials when necessary. 
•    Handles all discipline issues within the department, including accurate Matrix tracking, preparing documentation and meeting with employees.
•    Schedules and prepares for staff meetings and trainings.
•    Prepares yearly performance reviews and schedules time to discuss with each employee.
•    When vacancies occur, participates in the interview process for potential hires.
•    Ensures that all employees understand emergency procedures so that in the event of an emergency the procedures are executed with accuracy and in a timely fashion.
•    Maintains DOT compliance; schedules the shuttle and drivers accordingly.
•    Responsible for maintaining safe, clean and well organized office and work areas.
•    Recruit and train all front desk personnel
•    Oversee all front desk operations.
•     Any other duties as assigned.

Qualifications

Needs management experience in an operational setting, preferably in the hospitality field.  Should have excellent telephone and computer skills: OPERA and Delphi (preferred) Outlook, Power Point, Excel and Word.  Needs to be able to work independently and have excellent time management skills.  The individual needs to be organized, detail-oriented and a problem solver.  Individual needs a strong commitment and belief in the power of teamwork and the ability to communicate expectations. 
Education: 2-year degree from an accredited university in Business Administration, Finance and Accounting, Economics, Hotel and Restaurant Management, or related major; 3 years experience in the revenue management, sales and marketing, or related professional area.
OR 4-year bachelor's degree from an accredited university in Business Administration, Finance and Accounting, Economics, Hotel and Restaurant Management, or related major; 1 year experience in the revenue management, sales and marketing, or related professional area.

Education

About Aramark

Our Mission

Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet.

At Aramark, we believe that every employee should enjoy equal employment opportunity and be free to participate in all aspects of the company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, protected veteran status or other characteristics protected by applicable law.

About Aramark

The people of Aramark proudly serve millions of guests every day through food and facilities in 15 countries around the world. Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet. We believe a career should develop your talents, fuel your passions, and empower your professional growth. So, no matter what you're pursuing - a new challenge, a sense of belonging, or just a great place to work - our focus is helping you reach your full potential. Learn more about working here at http://www.aramarkcareers.com or connect with us on FacebookInstagram and Twitter.

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