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Inn Front Office Manager - Full-Time

Company: The Biltmore Company
Location: Asheville
Posted on: January 14, 2019

Job Description:

The Front Office Manager (FOM) for the Inn on Biltmore Estate has the primary responsibility to achieve quality, financial, and employee engagement goals as outlined in the Inn's strategic plan and budget. This will involve, but is not limited to: quality control, as well as staff development and performance management. Incumbent will promote a positive and engaging work environment through effective, consistent and professional communication; and will work closely with other departments and managers to ensure the smooth overall operations of the Inn on Biltmore Estate. The FOM will closely monitor department to ensure Forbes 4 star and AAA 4 diamond requirements are achieved at all times. This position will also oversee the Inn's Manager on Duty (MOD) program; ensure standards of quality and service are consistently emphasized and maintained; investigate and resolve quality and service complaints; regularly inspect services rendered and product delivered; and make sure safety regulations are adhered to. Essential Job Duties: 1. Manage the lobby, Front Desk, PBX, Concierge, Chateau Tier, and Guest Services operations (including Valet/Dispatch/Door and Bell Services). 2. Manage the department's financial activities and responsibilities to secure hotel assets, achieve budget forecasting objectives, maintain inventory control, and maximize revenue . 3. Monitor accurate production of guest folios, department reports and audits. 4. Conduct daily line-up meetings with staff; facilitate departmental communications. 5. Responsible for hiring, training, scheduling, performance management, staff development. 6. Coordinate hotel safety and security with all departments, maintaining a focus on key security, guest privacy, safety and hotel access security. 7. Oversees Manager on Duty (MOD) program. 8. Responsible for hiring, training, performance management, associate development. 9. Scheduling for events, functions, and group/guest stays. Requirements: 1. High school diploma (or GED) required. Additional training, education, and/or certification(s) strongly preferred. 2. At least five (5) years of related hospitality leadership experience required; or, an equivalent combination of education/experience. Preferred candidate will have had Front Office management experience in a four or five star/diamond hotel or resort. 3. Demonstrated commitment to delivering world class internal/external guest service; proven leadership skills; ability to build/develop/motivate teams a must. 4. Proficiency in Word, Outlook, and Excel; must be able to quickly learn Biltmore's reservation systems and protocols, as well as products and services. 5. Outstanding interpersonal and written/verbal communication skills; must be able to convey information clearly, concisely and effectively to a variety of audiences; strong guest service recovery skills; build positive working relationships across company. 6. Excellent planning, time management, and organizational skills; keen attention to detail; focus on service, quality; able to multi-task, troubleshoot, and prioritize work. 7. Exercises good judgment, proactive; creative problem-solving abilities; capable of resolving guest service concerns in a professional manner consistent standards. 8. Professional, reflects company core values, high ethical standards; maintains confidentiality; high level of emotional intelligence. Physical Requirements: 1. The individual will work in a guest contact environment. 2. The individual will be required to lift, pull, push 25 pounds regular and 50 pounds occasionally. 3. The individual may work in a standing position for extended periods of time, and may be required to kneel, reach overhead, bend/stoop as needed. 4. CPR/FA Certification preferred. 5. Position requires a valid driver's license; applicants must be 19 years of age.SDL2017

Keywords: The Biltmore Company, Asheville , Inn Front Office Manager - Full-Time, Hospitality & Tourism , Asheville, North Carolina

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