FRONT OFFICE MANAGER - CCH

Classen Curve Hotel•Oklahoma City, OK

3d•Onsite

About The Position

The Front Office Manager oversees internal and external guest issues, as well as supervising Front Office staff (Front Desk, Bell/Valet) behavior, performance, and transactions. Operating primarily from the Front Desk, this position ensures all Front Office functions are completed accurately and efficiently. This position addresses or escalates any major guest complaints or employee complaints to Senior Leadership according to normal protocols (Assistant General Manager, General Manager, and so on).

Requirements

High School Diploma or equivalent
One (1) year experience in hospitality
One (1) year experience in supervisory position
Excellent verbal and written communication skills.
Active & effective listening skills, with ability to comprehend, clarify, and act on concerns / issues presented by guests and fellow associates.
Mature interpersonal skills and commitment to internal customer service standards.
Highly organized.
Ability, willingness, and understanding of the need to work various hours and shifts per week based on business needs; may include day or evening shifts, weekends, and holidays; may occasionally require adjustment with minimal notice due to abrupt staffing or business changes.
Able to multi-task, demonstrate initiative, and have the ability to apply appropriate resolution to stressful situations.
Proficient computer skills and aptitude for learning property-specific software programs.

Responsibilities

Directly supervise all front office personnel and ensure proper completion of all front office duties when only supervisor on duty.
Serves as liaison between Front Desk, Housekeeping, and Engineering, and ensures that all requests to these departments are fulfilled within a timely manner.
Act as Manager on Duty (MOD) when scheduled as such by the General Manager or Assistant General Manager.
Work closely with the Front Office and Housekeeping teams to ensure the hotel meets or exceeds Brand Standards for Guest Satisfaction.
Motivate, coach, and train team members, set goals and hold team members accountable, and provide feedback, rewards, and recognition.
Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to the Company’s policies and procedures.
Approach all encounters with guests and Associates in a friendly, service-oriented manner.
Act as an ambassador to the hotel and ensure that guests are receiving an unparalleled guest experience.
Remain readily accessible to guests and Associates at all times.
Make reservations, check-in and check-out guests as needed.
Be aware of the status of the availability of rooms at the hotel on any given day to ensure revenue maximization.
Maintain effective communications between all reporting hotel departments.
Act as Concierge, Bellman, Valet, Housekeeper and problem solver as needed.
Monitor all no-show charges, research credit card discrepancies and process chargebacks.
Solicit guest feedback regarding hotel services and facilities and take corrective action to solve any reported deficiencies.
Monitor existing The Ellison Hotel Standard Operating Procedures (SOPs).
Assist in the selection and continuous training of staff to provide high quality service to guests.
Count all banks and immediately report discrepancies to the Hotel Financial Controller.
Day-to-day management responsibilities including scheduling, motivating, assigning activities, training, and policy and procedural assessment.
Must be effective at listening to, understanding and clarifying the concerns and issues raised by fellow Associates and guests.
Must have the ability to work various hours and shifts per week based upon business demand.