Front Office Manager

The Joule • Dallas, TX

7d • Onsite

About The Position

The Front Office Manager oversees Guest Services and Concierge operations at The Joule, ensuring attentive, friendly, efficient, and courteous service before and throughout guests’ stays while maximizing room revenue and occupancy. The role includes responding to guest concerns, coaching and supervising Guest Services employees, supporting hiring and training, managing schedules and payroll submissions, monitoring daily hotel and room status, and ensuring compliance with Highgate Hotel standard operating procedures. The manager also oversees Front Office systems and communications, cash handling, supplies, service standards, guest requests, and daily reports.

Requirements

• At least 5 years of progressive experience in a hotel or related field; alternatively, a 2-year college degree and at least 3 years of related experience, or a 4-year college degree and at least 1 year of related experience.
• Supervisory experience is required.
• Exceptional customer service skills.
• Proficiency in Windows and Microsoft Office.
• Ability to work long hours when required.
• Ability to maintain a warm and friendly demeanor.
• Effective verbal and written communication with employees and guests at all levels.
• Ability to listen to, understand, and clarify concerns raised by employees and guests.
• Ability to multitask and prioritize departmental functions to meet deadlines.
• Ability to handle problems effectively, including anticipating, preventing, identifying, and solving them.
• Ability to understand and evaluate complex information and data from various sources to meet objectives.
• Ability to maintain confidentiality.

Responsibilities

• Respond to guest requests, problems, complaints, and accidents through the Front Desk, reservations, feedback, correspondence, or phone calls, and follow up to ensure satisfaction.
• Motivate, coach, counsel, and discipline Guest Services personnel according to Highgate Hotel standard operating procedures.
• Prepare and conduct Guest Services interviews and follow hiring procedures.
• Develop employee morale and ensure Guest Services personnel are trained.
• Maximize room revenue and occupancy by reviewing status daily.
• Analyze rate variance, monitor credit reports, and observe the daily house count.
• Monitor daily selling status, including flash reports and allowances.
• Participate in the required Manager on Duty program as scheduled.
• Review Guest Services staff hours for payroll and submit them to Accounting on time.
• Prepare employee schedules based on business forecasts, payroll budget guidelines, and productivity requirements.
• Maximize no-show revenue through consistent and accurate billing.
• Maintain procedures for purchase orders, invoice vouchering, and checkbook accounting.
• Maintain professional relationships and open communication with managers, employees, and other departments.
• Operate Front Office computer systems, including software maintenance, report generation and analysis, and simple programming.
• Monitor the PBX console and ensure employees follow procedures for its use.
• Ensure staff greet and welcome guests at the Front Desk in accordance with company procedures.
• Ensure implementation of company policies and house rules and understand hospitality terminology.
• Ensure Guest Services staff sign off on all applicable Service Standards by Position.
• Ensure messages, packages, and mail are logged and delivered promptly and professionally.
• Ensure accurate cash handling at the Front Desk.
• Ensure employees remain attentive, friendly, helpful, and courteous to guests, managers, and other employees.
• Focus the Guest Services Department on its contribution to Guest Service and audit scores.
• Monitor VIPs, special guests, and special requests.
• Maintain required par levels of Front Office and stationery supplies.
• Review daily Front Office work and activity reports generated by Night Audit.
• Review the Front Office log book and Guest Request log daily.
• Carry a cell phone at all times.
• Perform other duties as requested by management.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave in accordance with applicable law
• Employee assistance program
• Educational opportunities and tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

What This Job Offers

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