Front Office Manager -S

Property Management • Gainesville, FL

2d • Onsite

About The Position

As Front Office Manager, you are obsessed with hospitality and possess a natural inclination towards all aspects of hotel operations, from cleanliness and amenities to guest service and operational systems. You appreciate approachable luxury and dislike scripted interactions, valuing eclectic and dynamic career experiences. You are humble, a team player, and take feedback seriously to improve processes. You thrive in a collaborative hotel environment and are passionate about developing and supporting your teams.

Requirements

• Obsessed with hospitality
• Appreciates approachable luxury and dislikes scripted interactions
• Eclectic and dynamic career experience in hospitality roles
• Humble and understands the need to work side by side with others
• Takes feedback seriously to improve upon processes
• Loves the collaborative environment found in hotels
• Has a special place in your heart for the people and teams you have worked with and developed throughout your career
• Knowledgeable in all matters related to the safety, security, satisfaction, and well-being of hotel guests and associates
• Ability to respond swiftly and effectively in any hotel emergency or safety situations
• Ability to maintain proper par on all operation supplies and departmental supplies while following the budget
• Ability to recruit, train, schedule, supervise, coach, and motivate Guest Services associates
• Ability to foster open lines of communication within the department
• Ability to coach and mentor team on skill set development
• Ability to effectively use corrective action to address root causes of issues
• Ability to partner with Housekeeping and Engineering department heads
• Ability to monitor all reservation channels, verifying that detailed reservation information is collected and handled properly according to standards and protocol
• Ability to communicate, train, and coach associates on the purpose of initiatives
• Ability to maintain regular communication with the General Manager to provide updates, discuss plans, communicate needs, and align on priorities
• Flexibility with responsibilities is paramount to support a successful operation

Nice To Haves

• Walk into a hotel and want to fluff every pillow you see
• Judge the level of cleanliness
• Ask the front desk what type of system they are using
• Get excited about how amenities are packaged
• A guest service story created by an employee’s intuition
• Can strip a bed faster than the best housekeeper
• Emphatic about the smallest detail which may go unseen by the untrained eye

Responsibilities

• Uphold and role model the company’s values, while encouraging your direct reports to embody our values that drive collaboration, intuitive service, and trans local hospitality
• Demonstrate passion and aptitude for all aspects of a guest’s experience, coaching your team to handle all guest interactions with the highest level of hospitality and professionalism
• Encourage your team to find creative solutions in order to accommodate guest requests whenever possible
• Serve as the tour guide for all hotel experiences a guest may encounter, following your intuition to uncover each guest’s likes or dislikes, enabling you to add a personalized touch that creates a special memory
• Collaborate with and coach your team to complete the necessary activities for the day to ensure standards are achieved, ensuring an environment where associates feel supported and valued to exceed guests’ needs
• Be knowledgeable in all matters related to the safety, security, satisfaction, and well-being of hotel guests and associates; responds swiftly and effectively in any hotel emergency or safety situations, and verifies all associates are trained and following proper emergency procedures
• Maintain proper par on all operation supplies and departmental supplies while following the budget given to you by the General Manager
• Act as a key partner with the General Manager and the operations leadership team, demonstrating a united front committed to providing the best possible guest experience
• Actively participate in recruitment, training, scheduling, supervising, coaching, and motivation of all Guest Services associates in order to create an environment that nurtures ideas and develops a future talent for succession planning in the department
• Execute the delivery of property events to in-house guests and future guests
• Foster open lines of communication within the department by helping to facilitate daily line ups, weekly leadership meetings, and monthly departmental all staff meetings to create a transparent dialogue amongst the team to voice ideas and concerns while addressing the department’s key priorities
• Coach and mentor your team on the development of their skill set, fostering an environment of continuous growth; effectively use corrective action to address root causes of issues, course-correcting any missed opportunities
• Partner with Housekeeping and Engineering department heads to ensure hotel facilities and rooms are maintained in optimal condition
• Monitor all reservation channels, verifying that detailed reservation information is collected and handled properly according to standards and protocol
• Champion departmental and hotel-wide initiatives and best practices (e.g., Lobby Ambassador, and Manager on Duty programs) by ensuring you take the time to communicate, train, and coach associates on the purpose of each initiative
• Maintain regular communication with the General Manager to provide updates, discuss plans, communicate needs, and align on priorities, understanding that flexibility with your responsibilities is paramount to support a successful operation

Benefits

• medical
• dental
• vision
• disability
• life insurance
• 401(k) retirement match
• Paid Holidays
• Paid Time Off
• Employee Assistance Program
• Fund

What This Job Offers

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