Front Office Manager- The Mockingbird Hotel

Coury Hospitality•Dallas, TX

About The Position

Accountable for the effortless and seamless movement of guests in and out of the hotel and providing exceptional levels of guest service through the guests’ stay. Responsible for acting as Manager on Duty, anticipating and resolving problems and creating an environment that is warm and welcoming.

Requirements

Strong customer-relation skills with a total commitment to guest satisfaction.
Service focused personality is essential
Professional appearance and mannerism.
Supervisory and performance management skills.
Strong communication skills, both verbally and written.
Accounting and organizational skills.
Ability to deal with guests when they are angry or upset.
Ability to work quickly and thoroughly when under pressure.
Must be flexible and open to changes in procedures.
Ability to attend to more than one task at a time.
Technical knowledge of Front Desk operations.
Knowledge of area and surrounding communities.
Previous supervisory experience, preferably a 4-5 Star/Diamond style hotel.
Ability to lead by example, believe in a strong team culture and set the scene for high performance
Must be able to stand for long periods of time.
May include crowded office setting or “close quarters”.
General office environment with limited physical activity.

Nice To Haves

Prior experience working with Lightspeed or a related system an asset

Responsibilities

Recruits, selects, and retains a quality Front Office staff.
Supervises the front office to ensure that Front Desk and Valet Staff are adhering to all hotel procedures, regulations and standards, while striving towards total guest satisfaction.
Ensures smooth, efficient and professional operation of all front office operations including check-in and check-out of all guests through proper handling of guest accounts.
Manage reservations and room assignments with accuracy and awareness of VIPs, preferences, and special requests
Trains each Front Office Associate to deliver efficient, excellent service to customers and guests. Ensures Associates have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
Leads by example: Provides Great Customer Service to all Guest in a warm and Friendly Manner.
Audits all work for accuracy and consistency on a regular basis. Maintains high standards of each Associate’s work performance through continual monitoring, the issuing of evaluations, and performance improvement plans, coaching or corrective action as necessary.
Enforces adherence to the Company’s standards of dress and appearance.
Works with Director of Front Office to constantly improve hotel curb appeal, lobby presentation and arrival/departure experience.
Verifies payroll on a daily and weekly basis for all Front Office personnel.
Handles customer complaints, credit card chargebacks, and customer care cases.
Develops knowledge of frequent guests and their special requests and needs.
Provides excellent customer service and service recovery when necessary. Resolve guest relation problems skillfully with a willingness and desire to understand a guest's viewpoint while keeping within Company policies.
Support security protocols, including key control, emergency procedures, and incident reporting
Organizes and maintains Front Office records and equipment to control the inventory of Front Office supplies and forms.
Becomes knowledgeable of emergency/fire evacuation and safety procedures and train staff as needed. Informs General Manager of any unsafe conditions.
Maintains on-going communication with the Housekeeping Department on all Housekeeping/Front Desk matters, the Finance Department on all Accounting/Front Desk issues, the Reservation Office on all Reservation/Front Office matters, and all other departments as needed.
Provides timely weekly work schedules, posted at least three (3) days before the start of the new workweek.
Must be capable of performing all duties of the Front Desk for any position.