Front Desk Manager

Paramount Hospitality Management•Orlando, FL

About The Position

Floridays Resort Orlando is seeking a Guest Services Manager to lead guest service operations, with responsibility for service quality, Team Member supervision, guest service, and service recovery. The role directs and coordinates guest registration, PBX services, and night audit in alignment with company standards and guest satisfaction goals. The manager provides and promotes outstanding hospitality, coaches and guides employees, models appropriate guest-relations behavior, and empowers staff to deliver excellent service. The role regularly engages with guests to gather feedback, handles complaints and problems, and provides employees with feedback based on observed service behaviors. The manager oversees daily operations to ensure service quality and meet customer expectations; sets and prioritizes goals; resolves disputes and conflicts; and works to improve service performance. In collaboration with the Operations Manager, the manager supports continuous departmental improvement, communicates Front Office goals, participates in corrective action planning based on guest feedback and satisfaction results, and emphasizes guest satisfaction in departmental meetings. Paramount Hospitality Management is an equal opportunity employer and a drug-free workplace.

Requirements

2–3 years of experience as a Front Office Manager in a hotel or resort with more than 300 rooms.
Ability to provide standout service and lead others in creating memorable experiences.
Ability to ensure hotel policies and brand standards are followed.
Excellent communication and problem-solving skills.
Skills and experience leading a team to consistently deliver exceptional guest service.
Ability to develop the leadership qualities of staff.
Ability to maintain positive relationships with Team Members.

Responsibilities

Direct, manage, and coordinate Team Members in guest registration, PBX services, and night audit in accordance with company standards.
Supervise guest service operations and promote guest satisfaction, quality service, and service recovery.
Model appropriate guest-service behaviors and demonstrate hospitality and positive guest relations.
Coach, guide, and empower employees to provide excellent customer service; give feedback based on observed service behaviors.
Interact with guests to obtain feedback on product quality, service levels, and overall satisfaction.
Handle guest problems and complaints effectively.
Manage day-to-day operations to ensure quality, standards, and customer expectations are met.
Develop goals and plans to prioritize, organize, and accomplish work.
Handle complaints, settle disputes, and resolve grievances and conflicts, or negotiate with others.
Strive to improve service performance and collaborate with the Operations Manager on continuous departmental improvement.
Communicate Front Office goals clearly and consistently to produce desired results.
Participate in developing and implementing corrective action plans based on comment cards and guest satisfaction results.
Emphasize guest satisfaction during departmental meetings and focus on continuous improvement.
Develop staff leadership qualities and maintain positive relationships with Team Members.