Front Office Manager

Showboat Hotel & Island Waterpark•Atlantic City, NJ

30d

About The Position

Responsible for coordinating and managing the front desk operation while maintaining high quality of guest service in the hotel's continuing effort to deliver outstanding guest service and financial profitability.

Requirements

Must be 18 years of age or older
Excellent communication and interpersonal skills, as well as listening attentively to guests
Strong attention to detail
Problem-solving ability
Ability to multitask and prioritize effectively with front desk activities
Ability to handle guest complaints effectively and respond promptly with appropriate solutions.
Work flexible schedule including nights, weekends, and/or holidays as needed
Bachelor's degree in hospitality management, Business Administration, or Hotel Management preferred, or equivalent professional experience.
Prior experience as a Front Desk Supervisor, Reception Supervisor, or Guest Services Manager.
Previous management experience, specifically in a hospitality or hotel setting.
Proficient in computer applications, including Microsoft Word, PowerPoint, Excel, Outlook, and other required hotel management systems.
The ability to attend work predictably and regularly and to be punctual.
The ability to work varying schedules including evenings, weekends, holidays, and extended hours as business operations dictates
The ability to read and understand documents, drawings, and instructions (whether presented in written, oral, diagram or schedule form).
The ability to work with mathematical concepts and to apply concepts to practical situations.
The ability to work cooperatively with others.
The ability to deal politely and professionally with customers and coworkers.
The ability to perform several tasks at once.
The ability to follow directions or instruction.
The ability to use a computer to communicate, create, and access information.
The ability to lift and move 25 pounds.
The ability to sit/stand/bend/stretch, etc.
The ability to use hands to finger, handle, or feel and reach with the hands and arms

Nice To Haves

Bachelor's degree in hospitality management, Business Administration, or Hotel Management preferred, or equivalent professional experience.

Responsibilities

Provide day-to-day leadership to the front office team and ensure that all departmental goals are met.
Effectively schedule, monitor, and evaluate controllable expenditures to stay within the restraints of the established budget through wage control, purchasing control systems and proper inventory levels.
Operate the Front Office and related departments within budgetary guidelines and in response to actual business conditions and participate in the preparation of rooms forecast.
Develop and implement policies and controls on issues relating to front office and related operations to include cash/check/credit card handling, credit procedures, guest services, handling of guest complaints, up selling and "walk procedures".
Establish goals for the Front Office and related departments, analyze financial reports, anticipate and resolve problems concerning all facets of the front office and related departments anticipate trends, enact approved service, profit oriented and cost saving ideas/activities.
Work closely with the Sales department regarding VIP and special requests, group pick-ups and cut-off dates, and blocking rooms; with Engineering on out of order rooms and blocking rooms for maintenance; and with Housekeeping on all rooms related issues affecting the front office.
Understand, operate and troubleshoot front office, telephone and computer systems.
Maintains purchasing, receiving all items relating to telephones, internal physical items such as plants, business center, etc. according to policy.
Plans and coordinates all functions effectively.
Provide high level of customer service and maintains a high profile in the day-to-day rooms operations.
Ensure that all employees meet the uniform standards at all times which includes clean uniforms, neat presentation, proper daily hygiene and use of name tags.
Ensures that guests receive excellent service by training, motivating and properly managing the team members.
Oversees and supervises guest arrivals and departures with front office team.
Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a prompt solution.
Ensure constant communication and coordination between housekeeping and department heads to ensure smooth operation.
Ensure team members have current knowledge of hotel products, services, facilities, events, pricing, policies and knowledge of the local area and events.
Sets goals and expectations for direct reports that align performance and rewards, addresses performance issues and holds staff accountable for successful results.
Partners with Human Resources manage the talent acquisition and retention strategy which includes forecasting talent needs, attracting, developing and supporting the right people.
Manage and lead team according to established company policies and procedures.
Takes ownership of the department and be ready to step in and support employees as needed to ensure efficient operation.
Attend meetings/training as required by management.
Perform duties, special assignments and projects as requested by management.
Participate in Manager on Duty (MOD) coverage.
Performs other duties as assigned by Director of Front Office.