Front Office Manager

HEI Hotels & Resorts•Miami, FL

13d

About The Position

The Front Office Manager oversees guest service standards for arrival, departure, and other guest interactions through effective training, staffing, and supervision; efficient management of operating supplies; and proactive monitoring of guest service scores and comments. The role ensures the front desk, guest service, and telephone operations run efficiently and comply with brand standards and operating procedures. It also supports room inventory and revenue goals, budget development, expense controls, and coordination with other hotel departments and the sales team. The manager leads front office staff by interviewing, hiring, training, developing, communicating with, and evaluating team members, and by addressing performance or conduct issues when appropriate. The position responds to customer complaints and operational concerns to maintain guest satisfaction, and requires regular attendance and availability to work on a regular basis. Other job-related duties may be assigned.

Requirements

At least 2 years of front desk experience; leadership experience preferred.
Proficiency with a property management system (PMS).
Advanced knowledge of the brand’s rewards program.
Ability to handle cash and credit transactions.
Computer literacy and financial management skills.
Ability to work effectively with internal and external customers, including using patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
General knowledge of local attractions and transportation.
Ability to recognize signs of emergencies and remain calm and alert during emergencies or heavy hotel activity.
Working knowledge of federal, state, and local laws concerning equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations.
Ability to establish and maintain effective working relationships with associates and customers.
Ability to make sound business decisions and act quickly based on experience and judgment.
Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, business plans, repairs and maintenance, budget forecasting, quality assurance, hospitality law, and long-range planning.
Effective verbal and written communication skills.
Ability to adapt communication style to different audiences.

Nice To Haves

Front desk experience in a leadership role.

Responsibilities

Ensure efficient guest registration, checkout, guest service, and telephone service while applying brand standards.
Implement company and franchise programs.
Prepare forecasts and reports and assist in developing the room’s budget.
Monitor and maintain front office systems and equipment for optimum performance.
Track guest satisfaction surveys and maximize use of the guest response tracking system.
Develop and implement expense controls; use labor management tools to schedule staff and control labor costs.
Interview, hire, train, develop, and communicate with staff; resolve problems and recommend discipline or termination when appropriate; ensure timely performance appraisals.
Provide clear verbal and written direction to staff.
Interact positively with customers and resolve problems to maintain customer satisfaction and service quality.
Ensure compliance with front office, guest service, and PBX procedures and policies, including Front Office Quality Standards.
Coordinate with other hotel departments to improve communication and guest satisfaction.
Assist with daily room inventory maintenance to support revenue goals and guest expectations.
Resolve customer complaints and monitor complaints, operational issues, business flow, and associate performance to anticipate problems and maintain customer satisfaction.
Build relationships with the sales team to discuss and implement strategies to improve occupancy and revenue.
Maintain regular attendance and availability in accordance with attendance standards.
Perform other job-related duties as assigned.