Front Office Manager

Homewood Suites Albany•Albany, NY

1d•Onsite

About The Position

The Front Office Manager is responsible for delivering first-class service and managing a busy front office. This role involves overseeing all departmental aspects, including guest relations, reservation management, staffing, training, and payroll, in adherence to hotel policies and procedures. The Front Office Manager also serves as Manager on Duty when assigned.

Requirements

High School Diploma or GED equivalent
A minimum of 2 years- experience in team management or supervisory experience
Must be highly motivated, self-directed, with strong initiative and desire for achievement
Exceptional guest service skills required
Must possess strong computer skills
Excellent communication and presentations skills required

Nice To Haves

Hotel level front office experience is preferred
Systems experience within the IHG brands is preferred

Responsibilities

Recruit, hire, train counsel and provide comprehensive training of front office staff
Manages and monitors activities of all employees in the Front Office department, making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed
Maintains a professional and high-quality service-oriented environment
Acts as Manager on Duty for the hotel, using problem solving skills to take care of complaints, disturbances, special requests and any other issues that may arise
Informs all front office staff of daily activities, group and VIP arrivals, as well as special requests and repeat guests. Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate
Works closely with the housekeeping department to improve guest services and foster cross departmental communication
Works closely with maintenance department to ensure proper key controls
Adheres to bank records, account receivables/payables and other procedures to ensure accurate and timely collections
Responsible for department payroll administration
Conduct all department performance appraisals
Participate in department expense and labor budgeting preparation
Schedule personnel within budget guidelines to assure adequate staffing
Holds monthly departmental meetings, and morning huddles to keep staff informed of all activities in the hotel, reinforcing standards of excellence and promoting a formidable team atmosphere and culture
Perform other duties as assigned