Front Office Manager
About The Position
The Front Office Manager is responsible for all front office functions and staff. Areas of responsibility may include Bell Staff, Switchboard Operations, Guest Services/Front Desk, and Retail/Gift Shop. As a department head, this role directs and works with managers and employees to execute front office operations, including guest arrival and departure procedures. The manager works to improve guest and employee satisfaction while maximizing the department’s financial performance. At The Ritz-Carlton, the role is responsible for delivering the brand’s Gold Standards graciously and thoughtfully. The Gold Standards—including the Employee Promise, Credo, and Service Values—guide the team’s work and service culture. The position contributes to the company’s commitment to exceptional luxury hospitality and guest experiences.
Requirements
- High school diploma or GED and four years of experience in guest services, front desk, or a related professional area; or
- A two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, and two years of experience in guest services, front desk, or a related professional area.
Responsibilities
- Lead, influence, and encourage team members through effective communication, sound business judgment, integrity, and role-model behavior.
- Build mutual trust, respect, cooperation, and open working relationships among employees; recognize team contributions and celebrate successes.
- Supervise employees and manage day-to-day front office operations, including performing employees’ duties when needed.
- Communicate performance expectations, monitor progress, and provide guidance and feedback.
- Achieve performance, budget, and team goals while maintaining service quality and customer expectations.
- Develop goals and plans, organize work, and keep the Front Office team focused on operational priorities, guest satisfaction, and financial results.
- Conduct department meetings and communicate Front Office goals consistently.
- Review staffing levels to meet guest-service, operational, and financial needs; manage controllable expenses against budget goals.
- Understand the impact of Front Office operations on the Rooms area and overall property financial goals.
- Ensure compliance with Front Office policies, standards, and procedures, and administer property policies fairly and consistently.
- Complete disciplinary procedures and documentation in accordance with Standard and Local Operating Procedures and support the Peer Review Process.
- Deliver services that support customer satisfaction and retention; act as the Front Office Service Champion and foster a positive atmosphere for guest relations.
- Coach employees to understand guest needs, empower them to provide excellent service, and work to improve service performance.
- Ensure Front Office areas support the overall guest experience; review comment cards, satisfaction results, and other data to identify improvements.
- Handle guest problems and complaints; observe employee service behaviors and provide feedback to employees or managers.
- Identify employee development needs and provide coaching, mentoring, and other skill-building support.
- Set performance standards, monitor performance, and establish challenging, realistic, and obtainable operational goals.
- Solicit employee feedback, use an open-door policy, review employee satisfaction results, and address employee concerns fairly and equitably.
- Manage progressive discipline for Front Office staff and administer performance appraisals for direct-report managers.
- Interview and hire managers and hourly team members with appropriate skills in a timely manner to meet business needs.
- Share information with supervisors, coworkers, subordinates, executives, and peers through telephone, written communications, email, or in person.
- Analyze information and results to select solutions and resolve problems.
- Identify Front Office operational challenges and facilitate solutions to prevent recurrence.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
