Front Office Manager - Sheraton Indianapolis City Centre

Remington Hospitality•Indianapolis, IN

6d•Onsite

About The Position

The Front Office Manager is responsible for anticipating guest needs, responding promptly, and maintaining positive guest relations. This role involves greeting and checking guests in and out of the hotel professionally. The manager will also ensure proper staffing levels for the front office team, including interviewing, hiring, supervising, training, and scheduling various front desk roles. A key responsibility is resolving guest complaints and managing the resolution process to ensure guest satisfaction. Additionally, the manager will accurately operate and manage the MICROS system for daily transactions.

Requirements

Ability to work in a standard office environment.
Prolonged periods of sitting at a desk and working on a computer (6-8+ hours a day).
Standing and walking throughout the workday.
Frequent fine motor skills, use of hands and fingers for keyboarding/typing, utilizing a mouse or trackpad, writing, and operating office equipment.
Ability to communicate effectively verbally and in writing.
Ability to lift and/or move 10--25 pounds as needed (e.g., files, office supplies).
Visual ability to read from a computer screen and printed materials including close visual focus for extended periods and color differentiation (for certain roles).
Ability to hear and participate in conversations and meetings, use phone and/or headset.

Nice To Haves

Occasionally required to stand, walk, bend, reach, or carry items.

Responsibilities

Anticipate guest needs, respond promptly and acknowledge all guests, maintaining positive guest relations at all times.
Greet and communicate cordially with guests, promptly and professionally checking them in and out of the hotel.
Ensure proper staffing levels of front office associates, including interviewing, hiring, supervising, training and scheduling front desk agents, front office supervisors, guest service aides/bell staff, concierge staff and PBX operators.
Resolve guest complaints, ensuring guest satisfaction in each interaction.
Manage guest resolution process to include investigation of situation and creative problem solving to ensure guest is satisfied with outcome.
Accurately manage and operate the MICROS system at the front office, including all daily transactions and those which are not performed often.