Front Office Manager

Residence Inn by Marriott Big Sky/The Wilson Hotel•Big Sky, MT

About The Position

Manage hotel front office operations in accordance with established guest service and sustainability standards. The role supervises guest services department managers and supports associates through hiring, training, scheduling, coaching, development planning, and regular one-on-ones. The Front Office Manager monitors guest satisfaction, front office financial operations, payroll, budgets and forecasts, departmental communications, and guest-room occupancy. The position also oversees vendor and personnel contracts throughout the hotel, addresses guest-service deficiencies, and promotes a professional, motivating, team-oriented service environment.

Requirements

At least 2 to 3 years of progressive experience in a hotel or related field.
High school diploma or equivalent.
Good verbal and written communication skills.
Basic computational ability and computer skills.
Ability to maintain composure and manage stressful situations.
Ability to work in a team environment as a team leader with minimal direct supervision.
Must maintain a neat, clean, and well-groomed professional appearance per Marriott standards.

Nice To Haves

College coursework in a related field.
Previous supervisory responsibility.

Responsibilities

Interview, select, train, schedule, coach, and support associates to ensure they meet brand or hotel standards and HHM core values.
Complete staff development plans focused on continual learning and conduct one-on-ones with team members.
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.
Administer payroll for department personnel.
Create and maintain a hotel environment emphasizing motivation, empowerment, teamwork, and service.
Be readily available and approachable for team members.
Ensure effective departmental communication and information systems through logs and department and hotel meetings.
Develop, implement, and monitor daily, weekly, monthly, and annual department budgets and forecasts; review, submit for approval, and order capital budget items as required.
Supervise all guest services department managers.
Review guest correspondence and incident logs and direct staff based on the information obtained.
Maintain professionalism and courtesy toward team members.
Encourage and celebrate decisions that result in both successes and failures.
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 address guest-service deficiencies.
Practice safe work habits, wear protective safety equipment, and follow MSDS and OSHA standards.
Perform other duties as requested by management.