Iowa Employer Front Office Manager in DES MOINES, Iowa

Scope:Coordinates the front office and meeting room activities of the hotel to ensure guest satisfaction and to maximize hotel profitability. Trains, motivates and encourages staff to provide high-quality guest service while providing support to the General Manager by performing the following duties. Primary Responsibilities:Trains and supervises all Guest Service Agents and Night Auditor employees. Provides coaching and counseling of employees regarding career and personal developments.Aggressively recruits and staffs department using company hiring standards. Completes new hire paperwork and orientation as required by Serve 20:28 and Staybridge Suites Brand.Adheres to all IHG Loyalty Champion requirements and meets all IHG Loyalty goals on a monthly, quarterly and annual basis including training, Welcome Amenity, enrollments, Member recognition, etc.Qualifies and responds to all leisure group and meeting room leads within 24 business hours. Completes group & meeting room contract, block, processes in Opera, and operational procedures.Maintains, updates, and responds to, OTA and 3rd party websites regularly.Oversees and completes weekly and monthly inventory and ordering for all Pantry sales and products.Motivates and leads Front Office team to establish a productive working environment for hotel.Completes and conducts performance evaluations, providing feedback to employees on an annual basis.Performs all Guest Service Agent functions as required. Oversees and completes scheduling of Front Office staff according to labor standards and forecasted occupancy on a biweekly or monthly basis. Assigns work tasks to employees as needed and monitors labor costs to stay within departmental budget.Ensures Guest Service Agents use the appropriate walk-in sales strategy.Trains and ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, securities of monies, guest security and emergency procedures as established.Responds quickly to guest requests or complaints in a friendly manner. Takes appropriate action and resolves guest complaints. Follows up to ensure guest satisfaction.Works with counterparts within hotels and at other hotels to coordinate efforts to maximize hotel profitability.Keeps up to date on all Brand Initiatives and ensures they are implemented in a timely fashion as required by the brand. Oversees and completes monthly office supply inventory and ordering.Determines, outlines and implements the most effective and appropriate way to prepare for incoming groups, meetings or guests.Implements and monitors revenue-based, line-level staff incentive plans.Follows company policies and procedures and effectively communicates them to employees.Leads and conducts monthly or bimonthly Front Office departmental meetings for continued training.Fulfills Manager on Duty responsibilities as required.Ensures hotel is in compliance with all federal, state and local laws, including EEOC and Wage Hour laws.Displays a professional image at all times through appearance and dress.Note: Other duties as assigned by supervisor or management