Front Office Manager

Sage Hospitality•Raleigh, NC

5d•Onsite

About The Position

Sage Hospitality Group is seeking a Front Office Manager to join the team at Hotel Indigo in Raleigh, North Carolina. This role is the operational core of the guest-facing operations, ensuring that all aspects from check-in to check-out embody the inclusive, experience-driven hospitality characteristic of Sage Hospitality Group. The position involves leading and developing the front office team, driving operational enhancements, and cultivating an environment where every associate is empowered to create memorable guest interactions. Key attributes for this role include a passion for hospitality, operational proficiency, and strong leadership skills.

Requirements

High school diploma or equivalent.
Minimum of two years of experience as a front desk supervisor or a minimum of four years of front office experience in the hotel industry.
Thorough understanding of all hotel front office procedures.
Working knowledge of guest services and hotel services, policies, or operations (typically learned on the job).
High school graduate level mathematical aptitude.
Knowledge of standard cash handling procedures and computerized cash register systems.
Previous experience in direct customer interaction and general knowledge of basic customer service skills.
Fluency in oral and written English.
Ability to use tact and understanding when dealing with diverse customer service issues, including stressful situations.
High level of organization and attention to detail, especially when performing multiple tasks.
Excellent comprehension and literacy for reviewing correspondence, initiating reports, and conducting training.
Ability to read written forms of communication and monochrome computer screens.
Proficiency in operating computer, calculator, and telephone keyboards for cash handling and paperwork.
Ability to understand and follow verbal/written instructions.
Ability to multitask and communicate verbally and in writing.
Ability to perform repeated bending and kneeling for filing.
Mobility to reach all areas of the hotel to assist clients.
Ability to stand for prolonged periods.
Occasional carrying and lifting of files and office items up to 25 lbs.

Nice To Haves

WINFertility guidance for those enrolled in Sage medical plan
Calm Health Application Subscription

Responsibilities

Greet and process check-ins for arriving guests using manual and computerized methods to ensure satisfaction and fulfill room requests.
Facilitate guest check-outs by following established procedures to close guest accounts accurately and ensure guest satisfaction.
Oversee the front desk team's handling of cash transactions, receipts, guest accounts, and credit forms using proper procedures to ensure accurate billing and hotel records.
Respond to guest inquiries and take reservations by providing accurate hotel rates and information, utilizing suggestive selling techniques to maximize occupancy and revenue.
Maintain positive guest relations by staying informed about in-house and local events to provide knowledgeable assistance in person and over the phone.
Operate PBX equipment to manage incoming and outgoing calls and schedule wake-up calls for efficient guest service.
Manage cash transactions at the front desk and maintain personal bank responsibility according to hotel policy.
Maintain a friendly, cheerful, and courteous demeanor at all times.
Assist the Assistant General Manager with performance evaluations, discipline, and terminations as needed.
Coordinate guest services for group arrivals and departures, and guest transportation to enhance the guest experience.
Supervise and foster good relations with valet, taxi services, and Airport Connection to ensure high-quality service.
Provide information and recommendations on local restaurants, theaters, and community events to ensure guest satisfaction.
Greet guests, assist with check-in/check-out, deliver laundry, and store luggage.
Provide guest transportation as per hotel operating procedures.
Order supplies and manage inventory to minimize expenses.
Follow up on guest complaints or problems in a timely and professional manner.
Implement emergency training and procedures to protect guests, staff, and hotel assets.
Create and post the weekly schedule for Front Office Associates by 3 PM on Friday, and manage call-offs by finding replacements.
Ensure effective communication of hotel activities to subordinates to meet guest needs promptly.
Ensure new hires are fully informed about all aspects of the hotel.
Ensure all associates are trained on Fosse and other systems/procedures for quality guest service.
Ensure all Front Desk Associates are SSM trained.
Motivate the department and ensure all Front Office Associate duties are completed daily (checklists, call back log, guest request log, wake-up log, etc.).
Assist other employees and departments to contribute to overall hotel performance.
Represent the front desk at Safety Committee Meetings.
Participate in the Hotel MOD program.
Perform other duties as assigned, requested, or deemed necessary by management.

Benefits

Eligible to participate in Sage bonus plan (up to 20% of salary).
Unlimited paid time off.
Eligible to enroll in medical insurance with employer covering up to 70% of premiums with wellness credit.
Eligible to enroll in dental insurance with employer contribution towards premiums.
Eligible to enroll in vision insurance.
Eligible to participate in the Company’s 401(k) program with up to 4% employer match (no vesting period).
Eligible to enroll in Health savings accounts with qualifying medical plans and receive up to $1000 company contribution.
Eligible to enroll in Health, Dependent, and Commuter flexible spending accounts.
Company-paid Basic Life and AD&D insurance coverage, with option to enroll in additional coverage.
Eligible to purchase Pet Insurance, Accidental Insurance, Critical Insurance, and Hospital Indemnity Insurance.
Company-paid short-term disability.
Tuition Reimbursement of up to $2,000 per calendar year.
Employee Assistance Program.
Great discounts on Hotels, Restaurants, and much more.
Eligible to participate in the Employee Referral Bonus Program (up to $1,000 per referral).