Front Office Manager

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POST DATE 9/17/2016
END DATE 10/17/2016

Sheraton Boston Hotel Boston, MA

Boston, MA
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Entry Level (0 - 2 years)


Front Office Manager Company Starwood Hotels & Resorts Worldwide, Inc. ( is one of the leading hotel and leisure companies in the world with more than 1,270 properties in some 100 countries and over 180,000 employees at its owned and managed properties. Starwood is a fully integrated owner, operator, and franchisor of hotels, resorts, and residences under the renowned brands: St. Regis(R), The Luxury Collection(R), W(R), Westin(R), Le Méridien(R), Sheraton(R), Tribute Portfolio, Four Points(R) by Sheraton, Aloft(R), Element(R), along with an expanded partnership with Design Hotels. The Company also boasts one of the industrys leading loyalty programs, Starwood Preferred Guest (SPG(R)). Location Belong to the Sheraton Boston Team! Nestled in Boston's charming Back Bay, we provide a warm and comforting place to work. We are connected to the Shops at Prudential and Copley Place Mall as well as the Hynes Convention Center. Our memorable location is completed by inspiring meeting facilities, impeccable service and world-class catering. We are New England's premier hotel featuring 1,216 guestrooms, 2 restaurants, onsite Starbucks, fitness center, indoor pool and 53 meeting rooms with a total of 70,000 square feet of event space. We are always seeking team members that enjoy providing thoughtful service to our guests. With an exceptional benefits package and training opportunities, a rewarding experience awaits you at the Sheraton Boston Hotel. Department Front Office Job Description Accountable for the effortless and seamless movement of guests in and out of the hotel and providing exceptional levels of guest service through the guests stay. Act as Manager on Duty on occasion and respond to emergency codes. ESSENTIAL FUNCTIONS AVERAGE ' OF TIME Ensure all guests are being treated in an efficient and courteous manner and that all Starwood standards are being applied. Responsible for the hiring, training, and direction of new department employees. Ensure all Front Office quality standards are complied with and that policies and procedures are consistently applied. Work in conjunction with accounting to maintain and minimize levels of account receivables. Coordinate activities with other hotel 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. Supervise the activities and the service levels of the concierge, telecommunications, and front desk divisions. Ensure the timely completion of performance appraisals. Responsible for the Starwood Preferred Guest membership program and ensure that all guests who are members are appropriately recognized, meeting all Starwood standards. Other: Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required. Upon employment, all employees are required to fully comply with Starwood rules and regulations for the safe and effective operation of the hotel facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment. SUPPORTIVE FUNCTIONS In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel: Responsible for budgeting, forecasting, financial planning and management of the Front Office. Activities center on identification of strengths and weaknesses and the development of plans and strategies to ensure business development. Responsible for sales to guests through the Front Desk and any actions taken by the incumbent that can impact on volume of business. Responsible for direct link between effort expended and decisions made and revenue generated by Front Office (performance indicators are sales, units, growth, turnover, etc.) Have control over the elements that determine profit and loss. Responsible for all major operating expenses and has the capacity to set margins and manage the business against profit projections. Make decisions that relate to profit and loss. Responsible for the financial management of the operation. Give direction and be responsible for the implementation of plans. Monitor plans effectiveness and introduce changes in response to the marketplace, including setting targets, planning and scheduling work and performance indicators that are typically productivity and efficiency measures. Responsible for promoting the product and services to the targeted customer/guest group. Develop promotional programs, point of sales materials, merchandising activities. Responsible for enhancing the product and service that is presented to the guest. Able to make changes that respond to the marketplace and to guest needs, both present and anticipated. Recommend changes to the product and services. Use market research to develop new products and services. Responsible for maintaining quality of product and ensuring consistency in its delivery and standards. Report on a regular basis to the Executive Committee on the performance of the Rooms Division Manager and the department against budgets, sales and profit projections, and of operations and human resources performance. Analyze variances and monitor the impact of initiatives and corrective actions. Provide support of a specialist nature to the Executive Committee but particularly to the Rooms Division Manager and the Department Managers. Work in support of team goals and measure effectiveness by the quality of decision making at the senior level as well as through the profit and service performance at the individual unit level. Responsible for the selection, training and development of the personnel within the IBU. Able to exercise hire and fire discretion within Starwood policies. Operate the department within Starwood policies as they relate to the ethical codes, standards of good business practice and local laws and regulations. SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities: Must be able to speak, read, write and understand the primary language(s) used in the workplace. Must be able to read and write to facilitate the communication process. Requires good communication skills, both verbal and written. Most tasks are performed in a team environment with the employee acting as a team leader. There is minimal direct supervision. Must possess basic computational ability. Must possess basic computer skills. Knowledge of computer accounting programs, math skills as well as budgetary analysis capabilities required. Extensive knowledge of the hotel, its services, and facilities. Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their comparable state and local laws (where applicable):