Front Office Manager

EOS Hospitality

14d • Onsite

About The Position

As the Front Desk Manager, you will manage the performance of guest service specialists, guest service agents, and parking lot attendants, while monitoring front desk/PBX operations. You will report any observed deviations to established standards and review and adjust staffing daily to ensure optimum levels. This role involves managing administrative functions in accordance with established standards, ensuring efficient guest registration, check-out, and telephone service. You will also direct and train Guest Service staff and operators, and assist in new-hire and on-going training and recruitment. Creating weekly schedules and maintaining them through changes is a key responsibility.

Requirements

• Must be in uniform daily (with belt), including name tag properly displayed, and properly groomed per hotel standards.
• Ability to stand for long periods of time.
• Ability to lift or push up to 50 pounds on occasion.

Responsibilities

• Manage the performance of guest service specialists, guest service agents, and parking lot attendants.
• Monitor front desk/PBX operations.
• Report observed deviations to established standards.
• Review and adjust staffing daily to ensure optimum staffing levels.
• Manage administrative functions in accordance with established standards.
• Ensure efficient Guest registration, check out and telephone service.
• Direct and train Guest Service staff and operators.
• Assist in new-hire and on-going training and recruitment.
• Create weekly schedules and maintain them through changes.
• Observe performance and encourage improvement.
• Assist in interviews and selection, train, supervise, evaluate, counsel, and administer disciplinary procedures for front office staff.
• Monitor lobby and parking lot traffic and make staffing adjustments as required.
• Monitor special requests and oversee rate changes and room moves.
• Work closely with Housekeeping to ensure daily services and turn of rooms is done efficiently, and follow up on any guest request items and lost and found.
• Resolve Guest concerns and implement resolutions by using discretion and judgment.
• Review daily business levels, anticipate critical situations and assist in planning effective solutions.
• Inspect grooming and attire of staff; rectify all deficiencies.
• Constantly monitor staff performance and ensure that all procedures are carried out according to departmental standards.
• Monitor staff’s interaction with Guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Observe Guest reactions and confer frequently with staff to ensure Guest satisfaction.
• Anticipate Guests’ needs, respond promptly and acknowledge all Guests.
• Be knowledgeable about the entire property, including all scheduled activities, group functions, food and beverage outlets, entertainment and hours of operation of all activities, events and outlets.
• Adhere to hotel requirements for Guest/employee accidents or injuries.
• Exhibit a friendly, helpful and courteous manner when dealing with Guests or fellow employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed