Front Office Manager

$52,655 - $58,000/Yr

Concord Hospitality - Charlotte, NC

posted 29 days ago

Full-time - Mid Level
Charlotte, NC
Accommodation

About the position

The Guest Services Manager/Front Office Manager is responsible for the success of the front desk, ensuring guest satisfaction and product quality standards are met, and managing all areas of the hotel according to Brand standards to achieve a friendly atmosphere of superior guest service and product quality. This role displays exemplary performance for staff to follow.

Responsibilities

  • Maintains guest service as the driving philosophy of the hotel.
  • Personally demonstrates a commitment to guest services in responding promptly to guest needs.
  • Is committed to making every guest satisfied.
  • Ensures all hotel staff, including new hires, know all components of guest services and are trained to meet standards.
  • Develops added value customer service programs.
  • Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance.
  • Meets or exceeds hotel guest satisfaction measures.
  • Ensures hotel standards and services contribute to the delivery of consistent guest service.
  • Acts as manager on duty for hotel and manages front desk operations.
  • Ensures front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities and computer systems.
  • Leads and assists in Revenue Management functions as requested.
  • Ensures front desk staff is trained in and follows financial control procedures for cash, vouchers, inventories and receivables.
  • Produces accurate financial reports on time.
  • Works with the General Manager and Sales Manager / DOS to generate new business ideas to increase sales, set up rate codes and input rooming lists.
  • Manages human resources functions, including recruiting, selection, orientation, training, performance planning and evaluation, pay and reward programs.
  • Maintains a positive, cooperative work environment between staff and management.
  • Emphasizes employee selection, training and development as a way of doing business.
  • Ensures all hotel employees know hotel objectives.
  • Ensures personnel files are accurate and comply with both local and federal laws and regulations.
  • Administers personnel policies fairly and consistently.
  • Resolves employee grievances in a fair and timely manner.
  • Ensures employees understand policies, pay procedures, bonus plans and benefits.
  • Helps develop management talent by acting as a mentor for direct reports.
  • Ensures completion of training objectives and development plans.
  • Monitors and maintains acceptable turnover levels.
  • Knows local health and safety codes and regulations that apply to the hotel.
  • Recognizes and corrects potential safety hazards in the hotel.
  • Recognizes and corrects potential security problems in the hotel.
  • Understands and follows policies and procedures for the hotel's key control system.
  • Maintains physical product standards by managing preventive maintenance programs and by scheduling deep-cleaning activities.
  • Ensures ongoing staff and employee involvement in preventive maintenance programs.

Requirements

  • Experience in hotel management or front office operations.
  • Strong leadership and team management skills.
  • Excellent customer service skills and a commitment to guest satisfaction.
  • Knowledge of financial control procedures and revenue management.
  • Ability to train and develop staff effectively.
  • Understanding of health and safety regulations.

Nice-to-haves

  • Experience with hotel management software.
  • Previous experience in a similar role in the hospitality industry.
  • Strong communication and interpersonal skills.

Benefits

  • Medical/dental/vision plans
  • Life insurance
  • Short-term/Long-term disability options
  • 401K program
  • Tuition assistance
  • Discounted room rates at Concord managed hotels
  • Training & development opportunities
  • Career advancement opportunities
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