Front Office Manager - Westin Fort Lauderdale

TPG Hotels and Resorts•Fort Lauderdale, FL

14d

About The Position

The Hotel Front Office Manager is responsible for overseeing all aspects of the front desk and guest services operations to ensure exceptional guest experiences. They manage the front desk staff, handle guest inquiries and concerns, manage room reservations, and collaborate with various departments to maintain efficient hotel operations.

Requirements

Bachelor's degree in hospitality management or related field (preferred).
Proven experience in hotel front office operations or guest services.
Strong leadership and interpersonal skills.
Excellent communication and problem-solving abilities.
Proficiency in hotel management software and computer systems.
EXPERIENCE WITH PMS IS HIGHLY PREFERRED
Ability to remain composed in high-pressure situations.
Knowledge of local attractions and services to assist guests effectively.

Responsibilities

Supervision and Leadership:
Lead, train, and manage the front desk team to provide excellent customer service.
Set performance goals for front desk staff and conduct regular performance evaluations.
Ensure a welcoming and professional demeanor is maintained by the front desk team.
Guest Relations:
Greet guests, handle check-in/check-out procedures, and assist with any special requests.
Resolve guest issues, complaints, or concerns in a prompt and satisfactory manner.
Maintain a high level of guest satisfaction by ensuring a personalized and attentive service.
Reservations and Room Allocation:
Manage room reservations, ensuring accuracy and adherence to guest preferences.
Coordinate with housekeeping to ensure timely preparation of rooms for arriving guests.
Oversee the room allocation process to maximize occupancy and revenue.
Front Desk Operations:
Ensure a smooth check-in and check-out process, including handling payments and ensuring accuracy of guest information.
Maintain knowledge of hotel services, facilities, and local attractions to assist guests effectively.
Monitor and manage the front desk's daily tasks, including guest correspondence, phone inquiries, and guest requests.
Financial Management:
Assist in budgeting and financial forecasting related to the front office department.
Monitor and control expenses, such as staffing, supplies, and equipment maintenance.
Contribute to revenue generation through upselling rooms and promoting hotel amenities.
Collaboration and Communication:
Coordinate with housekeeping, engineering, and other hotel departments to ensure seamless operations.
Maintain open communication with management to address operational issues and propose improvements.
Prepare regular reports on front desk activities, occupancy rates, and guest feedback.