Front Office Manager

Marriott•Medford, MA

3h•$60,000 - $65,000

About The Position

We are seeking an engaging, friendly and detail-oriented Front Office Manager to join our team at the AC Hotel Medford, a Colwen Hotels Property! In this role you will be directly responsible for the Front Desk and Night Audit teams, with a focus on guest and associate satisfaction. To be successful in this position you should have passion for delivering a superior service experience and developing our associates. Colwen Hotels is a hospitality group built on hard work, character and authenticity. We cultivate ideas and empower individuals to bring forward-thinking concepts to life to enrich guest experiences. Staying ahead of the curve is what has made us who we are today and we strive to keep our ideas fresh. We currently have 40 hotels in our portfolio operating across 9 states. With our continued growth and project pipeline, we are able to provide our associates with exciting career advancement growth and opportunities.

Requirements

Two year college degree or equivalent Hospitality experience preferred
At least one year Hotel Front Desk supervisory experience
Excellent verbal and written communication skills
Reliable with ability to multi-task and work under pressure
Excellent interpersonal and customer service skills
Strong supervisory and leadership skills
Familiar with common computer software programs
Must be willing to work varied hours including nights, weekends, and holidays.

Responsibilities

Manages day-to-day operations of the department to ensure associates adhere to Colwen Hotels and brand standards and consistently meet and exceed business and guest expectations.
Responsible for recruiting, interviewing, and hiring associates for the Front Office Department.
Develop specific departmental goals and objectives to prioritize, organize, and get work done.
Drive ongoing associate engagement/recognition initiatives.
Establish and maintain open collaborative relationships with direct reports and team members to ensure everyone is treated with dignity and respect.
Manage the ordering and inventory of the Front Office department supplies and uniforms.
Supervise staffing levels to ensure that guest services, operational needs, and financial objectives are met.
Monitor associate performance; provide coaching, mentoring, and developmental plans to improve associates’ capabilities and performance.
Comprehends budgets, operating statements, payroll progress report, and maintain the operating budget.
Ensure all associates adhere to credit and cash handling policies; analyze variances and maintain a close watch to the daily house count.
Demonstrate knowledge of the brand specific service culture and ensure all associates provide excellent service to meet and exceed guest’s expectations.
Greet VIPs and arrange for special services as requested.
Review daily Front Office work and reports generated by Night Audit, and take appropriate actions to ensure any issues or concerns are resolved in a timely manner.
Take a proactive approach when addressing guest issues and lead by example by setting a positive tone for the team.
Coach and support the Front Office to effectively manage occupancy, rates, wages, and controllable expenses.
Identify service issues and trends. Facilitate creative solutions to overcome obstacles and ensure continuous guest satisfaction results.
Ensure compliance with all company policies and procedures along with Federal & State laws and regulations.
Performs other duties, as assigned to meet business needs.