Front Office Manager

Hersha Hospitality Management LP•Brooklyn, NY

12d

About The Position

The Front Office Manager manages hotel front office operations in accordance with established guest service and sustainability standards. The role supervises guest services department managers and supports associates in delivering service consistent with brand or hotel standards and HHM core values. The position monitors guest satisfaction, financial operations, budgets and forecasts, contracts, and guest room occupancy, and develops action plans to address service deficiencies. The work schedule varies and may include holidays and weekends. The role involves extended periods of standing and walking, as well as pushing, lifting up to 25 pounds, bending, reaching, stooping, kneeling, or crouching.

Requirements

2 to 5 years of hospitality-related experience.

Nice To Haves

Associate’s or Bachelor’s degree preferred.

Responsibilities

Interview, select, train, schedule, coach, and support associates, ensuring performance meets established brand or hotel standards and HHM core values.
Monitor guest satisfaction scores and work to increase departmental and overall guest satisfaction.
Monitor front office financial operations and ensure compliance with accounting controls and procedures.
Develop, implement, and monitor daily, weekly, monthly, and annual department-wide budgets and forecasts.
Review capital budget items for approval and place orders as required.
Supervise all guest services department managers.
Review guest correspondence and incident logs, and direct staff based on the information obtained.
Oversee vendor and personnel contracts throughout the hotel.
Monitor guest room occupancy to use space efficiently and minimize overbooking.
Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
Practice safe work habits, wear protective safety equipment, and follow MSDS and OSHA standards.
Perform other duties as requested by management.