Front Office Manager

EOS•Pray, MT

2d•Onsite

About The Position

The Front Office Manager is responsible for supporting the Director in all aspects of the Front Office. The Front Office team holds a critical position in the overall success of Chico Hot Springs. They are the first and last people guests interact with when checking in and out of our hotel. This person must offer courteous service to guests and staff alike and ensure all of the guest’s needs are handled properly. Attention to detail is absolutely required. This person must also be a team player, deeply service-oriented and able to work under pressure.

Requirements

Has proven experience as an effective manager.
Has excellent communication skills.
Has core Customer Service skills and training.
Has knowledge of Tech/Software platforms used in daily work.
Develops and maintains strong knowledge of Chico Hot Springs history and property.
Has ability to multi-task and work with high detail.
2-5 years of front office experience in a hotel or resort.
Familiarity with hotel management software – experience with Opera or Opera Cloud a plus.
Experience with guest messaging platforms and Microsoft Suite.
First Aid / CPR certified, or willing to obtain certification.
Proficient typing skills (30+ WPM).

Responsibilities

Management of day to day Front Office operations in the absence of the Director.
Handling escalated Guest or Employee issues as needed.
Working along team members as scheduled.
Acting as MOD as needed.
Assisting the Director with on-boarding/training new employees.
Assisting the Director in the management of staff, including coaching and discipline, in an ongoing, consistent manner.
Addressing conflicts privately and using proper documentation.
Assisting in monitoring job satisfaction and individual development of staff.
Following department training on all duties and tasks.
Answering telephone calls from guests seeking to make or cancel reservations.
Greeting arriving guests, assigning rooms, issuing keys, collecting guest payment and billing information.
Answering guest requests for any special needs while in house.
Assisting dissatisfied guests, and finding ways to resolve issues to the guest’s satisfaction.
Assisting guests with concierge services, as available, to include ground transportation, restaurant reservations, information about the property and locale.
Leading by example with a strong service-oriented and solutions-focused approach.
Fostering a positive and accountable team culture.
Enforcing privacy, data protection, and guest confidentiality standards.
Communicating clearly and escalating issues to the Front Office Director as needed.
Ensuring accurate accounting of cash drawers and other accounting processes.
Responsible for daily opening and closing procedures as well as protocol for call-in and/or covering shifts.
Providing Great Service to guests and team members.
Overseeing departmental dress code and personal hygiene standards.
Ensuring cleanliness and organization in departmental work area.
Facilitating weekly department huddles to include department training, performance measures, safety issues, Chico Culture, and positive reinforcement.
Supporting front office KPIs (guest satisfaction, response times, audit accuracy, etc.).
Participating in goal setting and continuous improvement efforts.