Front Office Manager

Great Lakes Hospitality Group • Auburn Hills, MI

15d • Onsite

About The Position

The Front Office Manager is responsible for maintaining a high quality of services offered to guests through the management of reservations, guest registration, bell services, telephone services, and guest accounting. This role aims to uphold established operational standards and maximize hotel profits. The position may also oversee concierge and garage services. The Front Office Manager plays a key role in enhancing guest satisfaction by improving the product through employee development, job engineering, and maintaining a quality image. This includes achieving budgeted revenues and expenses, maximizing profitability within the guest services department, and developing short-term and long-term financial and operational plans aligned with hotel objectives. The role also involves managing the reservation function to optimize room occupancy and average daily rate through suggestive selling, maintaining procedures for credit control and financial transactions, ensuring guest and financial security, and handling guest complaints with corrective action. Additionally, the Front Office Manager is responsible for staff supervision, including hiring, firing, performance evaluations, training, and development, as well as scheduling staff according to labor standards and forecasted occupancy.

Requirements

• Minimum 1 year experience on night audit.
• 2 years experience in front desk operations.
• 1 year experience in either direct sales or retail trade.
• Analyze and interpret business records and statistical reports.
• Interpret policies established by administrators.
• Use mathematical skills to interpret financial information and prepare budgets.
• Understand the government regulations covering business operations.
• Make business decisions based on production reports and similar facts, experience, and opinion.
• Plan and organize the work of others.
• Change activity frequently and cope with interruptions.
• An equivalent combination of education and experience.

Responsibilities

• Supervise Front Desk staff: hiring, firing, performance evaluations, training, and development.
• Schedule staff according to labor standards and forecasted occupancy.
• Maintain standards of guest service quality.
• Contribute to the profitability and guest satisfaction perception of other hotel departments.
• Increase level of guest satisfaction by delivery of an improved product through employee development, job engineering and quality image.
• Achieve budgeted revenues and expenses and maximizes profitability related to the guest services department.
• Develop short term and long term financial and operational plans for the guest service department which relate to the overall objectives of the hotel.
• Participate in the preparation of the annual hotel budget.
• Manage the reservation function to maintain highest possible room occupancy and average daily rate through suggestive selling by employees.
• Maintain procedures for credit control and handling of financial transactions, security of monies, guest security and emergency procedures.
• Receive departmental related guest complaints and ensures corrective action is taken.
• Ensure staff uses guest interaction skills.
• Reward employees who meet/exceed guest expectations.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed