Front Office Manager

Cliff House Maine•York, ME

About The Position

Responsible for all aspect of experience in welcoming guests to the property. The Front office Manager overseas multiple roles within the department which include Bell/Valet teams members, Guest Services team members, Front Desk team members. This is a management leadership role that directs and works with supervisors and team members to successfully execute all front office operations, including guest arrival and departure procedures along with experiential services at the Cliff House. The candidate strives to continually improve guest and employee satisfaction and maximize the financial performance of the department while adhering to training and teaching the Cliff House standards and best practices. This leadership role works closely with the Director of Rooms to coordinate schedules, manage and create budget and collect and distribute information on hotel operations and organize the teams they work with on a day to day basis. Leading Front Office Team Oversees and participates in all aspects of Front Office overseeing Guest Services Manager, & Bell Captain. Be an expert and demonstrate knowledge of all services/features, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately. Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. Instill a calm, organized approach when interacting in stressful situations. Is able to work through difficult guest situations and navigate outcomes for best experiences in communicating when issues arise with guests. Approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction. Encourages and builds mutual trust, respect, and cooperation among team members. Serves as a role model to demonstrate appropriate behaviors. Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence. Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team. Ensures recognition of employees is taking place across areas of responsibility. Communicates performance expectations in accordance with job descriptions for each position and monitor progress. Celebrates successes and publicly recognizes the contributions of team members. Maintaining Guest Services and Front Desk Goals Achieves and exceeds goals including performance goals, budget goals, team goals, etc. Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. Develops specific goals and plans to prioritize, organize, and accomplish your work. Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results. Ensure pre-shift meetings happen at all shift changeovers in accordance with hotel expectations. Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results. Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met. Understands the impact of Front Office operations on the Rooms area and overall property financial goals. Manages department controllable expenses to achieve or exceed budgeted goals. Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence. Managing Projects and Policies Ensures compliance with all Front Office policies, standards and procedures. Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard Operating Procedures (SOPs) and support the Peer Review Process. Ensuring Exceptional Customer Service Provides services that are above and beyond for customer satisfaction and retention. Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence. Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations. Strives to improve service performance. Empowers employees to provide excellent customer service. Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience. Reviews comment cards, guest satisfaction results and other data to identify areas of improvement. Responds to and handles guest problems and complaints. Observes service behaviors of employees and provides feedback to individuals and/or managers.

Requirements

Must be able to effectively communicate and provide directions in a clear, concise and professional manner in both verbal and written form
Must be available to work varied shifts and a flexible schedule
A qualified applicant is a “people person” who is flexible with their schedule, loves to serve others, and knows how to multi-task while ensuring accuracy.
Employees must fulfill their performance standards for this position and comply with policies, rules and procedures of the Hotel, including those set out in the Employee Handbook or otherwise communicated (verbally or in writing) to employees.

Nice To Haves

Minimum of two years of supervisory experience in a high-volume setting preferred
Previous hospitality experience in a Four Diamond quality organization preferred
Previous experience with Windows, Office and Property Management Systems

Responsibilities

Oversees and participates in all aspects of Front Office overseeing Guest Services Manager, & Bell Captain.
Be an expert and demonstrate knowledge of all services/features, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately.
Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
Instill a calm, organized approach when interacting in stressful situations.
Is able to work through difficult guest situations and navigate outcomes for best experiences in communicating when issues arise with guests.
Approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction.
Encourages and builds mutual trust, respect, and cooperation among team members.
Serves as a role model to demonstrate appropriate behaviors.
Supervises and manages employees.
Manages all day-to-day operations.
Understands employee positions well enough to perform duties in employees' absence.
Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
Ensures recognition of employees is taking place across areas of responsibility.
Communicates performance expectations in accordance with job descriptions for each position and monitor progress.
Celebrates successes and publicly recognizes the contributions of team members.
Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
Develops specific goals and plans to prioritize, organize, and accomplish your work.
Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
Ensure pre-shift meetings happen at all shift changeovers in accordance with hotel expectations.
Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
Manages department controllable expenses to achieve or exceed budgeted goals.
Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.
Ensures compliance with all Front Office policies, standards and procedures.
Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard Operating Procedures (SOPs) and support the Peer Review Process.
Provides services that are above and beyond for customer satisfaction and retention.
Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
Strives to improve service performance.
Empowers employees to provide excellent customer service.
Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
Responds to and handles guest problems and complaints.
Observes service behaviors of employees and provides feedback to individuals and/or managers.