Complex Front Office Manager

Horseshoe Bay Resort•The Colony, TX

11d•Onsite

About The Position

The Complex Front Office Manager is responsible for overseeing the daily operations of the Front Desk to ensure compliance with SOPS and LSOPs, maximize revenues, and motivate associates to provide an optimal level of quality service and hospitality to hotel customers. This role involves supervising Guest Service Agents, completing schedules, and ensuring guest satisfaction by responding to special requests and resolving issues. The manager must remain calm and professional, especially during emergencies, and be able to make sound decisions to resolve customer complications.

Requirements

Ability to communicate in English.
Self-starting personality with an even disposition.
Maintain a professional appearance and manner at all times.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
Ability to access and accurately input information using a moderately complex computer system.
Ability to stand, walk and continuously perform behind the front desk.
Ability to observe and detect signs of emergency situations.
Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
Ability to establish and maintain effective working relationships with associates, customers and patrons.
Must be willing to “pitch-in” and help co- workers with their job duties and be a team player.

Nice To Haves

Can communicate well with guests.

Responsibilities

Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
Implement company programs and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
Supervise the Guest Service Agents.
Complete scheduling for the Complex Guest Service Agents and input schedules into UKG.
Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
Comply with attendance rules and be available to work on a regular basis.
Place orders through Birch Street for supplies for complex Front Desks supplies and complex market items.
Monitor GXP chats, cases and Bonvoy arrivals.
Assist on Medallia responses within Crescent and Brand standards.
Monitor and edit missing punches for the complex Guest Service Agent.
Work needed desk shifts when needed during downtimes and or call ins.
Perform any other job-related duties as assigned.