Front Office Manager - Embassy Suites Denver Downtown

Sage Hospitality•Denver, CO

2d•$65,000 - $72,000•Onsite

About The Position

The Embassy Suites by Hilton Denver Downtown and Convention Center is seeking a Front Office Manager. This hotel is a Silver LEED™-certified property located in Denver's downtown scene, within walking distance of major attractions. The team offers an environment focused on learning and development, encouraging a fun and collaborative work atmosphere. The role involves managing daily front office operations, ensuring guest satisfaction, and contributing to the hotel's financial success.

Requirements

High School diploma or equivalent
Minimum two years previous experience as a front desk supervisor or minimum of four years front office experience in hotel work.
Must have total understanding of all hotel front office procedures.
Requires working knowledge of guest services and hotel services, policies or operations.
Must have high school graduate level mathematical aptitude; know standard cash handling procedures and knowledge of computerized cash register systems.
Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
Must be fluent in oral and written English.
Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.
Excellent comprehension and literacy required to review correspondence, initiate reports, conduct training, etc.

Responsibilities

Respond in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services.
Respond to inquiries regarding hotel information and guest concerns.
Supervise the daily operations of the Guest Services personnel, promoting a safe environment and quality services to achieve maximum guest satisfaction and financial success.
Greet and complete established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods.
Facilitate guest departure (check-out) on a daily basis by following established manual and computer procedures.
Ensure the entire front desk team regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures.
Courteously answer inquiries and accept reservations by accurately communicating hotel rates and information and by using suggestive selling techniques.
Maintain good guest relations by keeping abreast of all in-house and area functions.
Operate the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls.
Control cash transactions at the front desk and maintain complete responsibility for personal bank.
Maintain a friendly, cheerful and courteous demeanor at all times.
Perform other duties as assigned, requested or deemed necessary by management.
Assist and make recommendations to the Assistant General Manager in the areas of conducting performance evaluations, discipline and terminations as appropriate.
Coordinate guest service efforts to include group arrivals and departures, and guest transportation, while maximizing the guest experience.
Coordinate and supervise the activities and foster good relations with our valet service, taxi services, and the Airport Connection.
Provide information and assist staff in recommending area restaurants, theaters, community events, activities, etc.
Greet guests, offer assistance with check-in/check-out, deliver laundry and store luggage.
Provide guest transportation as required by hotel’s standard operating procedures.
Order all supplies and maintain inventory control minimizing unnecessary expenses.
Follow-up on any complaints or problems a guest may experience in a timely and professional fashion.
Implement emergency training and procedures to ensure appropriate protection of the hotel’s guests, staff and company assets.
Provide weekly schedule for all Front Office Associates, posted by 3pm on Friday.
Responsible for covering/finding replacements for call-offs.
Ensure proper communication to subordinates on all hotel activities.
Ensures all new hires are aware of all aspects of the hotel.
Ensure all associates are properly trained on Fosse along with all other systems/procedures.
Make sure all Front Desk Associates are SSM trained.
Provide motivation to the department.
Ensure all Front Office Associate duties are completed daily (checklists, call back log, guest request log, wake-up log, etc…)
Provide assistance to other employees and departments to contribute to the best overall performance of the department and hotel.
Ensure the front desk is represented at each Safety Committee Meeting.
Participates in Hotel MOD program.