Front Office Manager

Horseshoe Bay Resort • Huntsville, AL

1d • Onsite

About The Position

This role is responsible for overseeing the daily operations of the Front Desk, ensuring compliance with company standards, maximizing revenues, and motivating staff to provide excellent guest service and hospitality. The Front Office Manager will also handle guest requests, needs, problems, and concerns, and serve as a role model for employees, remaining calm and effective during stressful situations.

Requirements

• Ability to communicate in English.
• Maintain a professional appearance and manner at all times.
• Ability to communicate well with guests.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to stand, walk and continuously perform behind the front desk.
• Ability to observe and detect signs of emergency situations.
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
• Ability to establish and maintain effective working relationships with associates, customers and patrons.

Responsibilities

• Interview, hire, train, evaluate performance, resolve problems, maintain open communication, and recommend discipline or termination.
• Respond to guest special requests, needs, problems, issues, and concerns, and accommodate groups to ensure optimal guest satisfaction and repeat business.
• Implement company programs and supervise daily Front Desk operations to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure optimal service and hospitality.
• Supervise Guest Service Agents.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees.
• Resolve customer complications and complaints by conducting thorough research and determining effective solutions.
• Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situations.
• Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
• Comply with attendance rules and be available to work on a regular basis.

What This Job Offers

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