Front Office Manager
About The Position
The primary function of the Front Office Manager is to assist hotel guests and attend to their needs while utilizing the highest possible level of service, thus ensuring a welcoming and accommodating environment. This role involves directing, overseeing, training, and evaluating the performance of Guest Service Agents, Kitchen staff, and the Front Desk Supervisor. The Front Office Manager is responsible for resolving guest issues and performing duties to ensure 100% guest satisfaction, overseeing front desk and Breakfast Kitchen processes between guests and various hotel departments.
Requirements
- 1-3 years related experience
- Able to lift and carry up to 50 lbs.
- Able to bend and stoop
- Able to stand and walk for extended periods of time
- English verbal and written communication skills
- Bi-lingual skills a plus
- Availability nights, weekends, and holidays.
Responsibilities
- Oversee Guest Service Agents and the Front Desk Supervisor (if applicable), Kitchen staff
- Responsible for completion of training programs and schedules for Direct Reports.
- Review payroll for department and verify clock-in and clock-out times of the front office associates.
- Responsible for superior guest service and guest satisfaction as measured through Brand GSS surveys and online review sites.
- Responsible for Front Desk Department associate performance evaluations, scheduling and time and attendance.
- Coordinate all special guest programs, amenities, arrangements, etc. between all departments (Sales, Front Desk, Food and Beverage, Housekeeping, and Shuttle Service), to ensure flawless execution of guest expectations.
- Knowledgeable in the hotel’s Property Management System.
- Complete and print all required daily reports, records and logs as necessary.
- Relocate guests to nearby hotels as necessary.
- Balance all cash, check, credit card and ledger accounts as assigned as per proper protocol.
- Conduct monthly meetings with the Front Desk staff.
- Serve as Manager on Duty.
- Attend mandatory meetings & hotel functions.
- Comply with all company standards and policies, as established in the employee handbook.
- Maintain Market/Suite Shop Inventory and Price List.
Benefits
- Medical and Dental Insurance
- Long Term Disability and Life Insurance
- 401(k) retirement plan with Employer Match
- Vacation
- Sick time
- Brand specific team discounts
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
