Front Office Manager - LSC

VALENCIA GROUP•Austin, TX

3d•Onsite

About The Position

The Front Office Manager is responsible for managing the hotel’s Front Office and Guest Services functions, monitoring service, identifying opportunities for improvement, and ensuring compliance with service and operational standards. The role coordinates with hotel departments to fulfill guest and internal requests, manages department expenses and productivity, and works to maximize guest satisfaction. This exempt management position reports to the General Manager. Schedules may vary and can include more than 40 hours per week or more than 8 hours per day, including evenings, weekends, or peak operational periods. The manager is also on call for emergencies and may be required to serve as Manager on Duty on weekends. The role includes planning and overseeing daily Front Office and Guest Services operations; scheduling, hiring, training, coaching, and supporting staff; managing labor, expenses, billing, and reporting; addressing guest feedback and service issues; maintaining hotel service standards; and promoting a safe, clean, and harassment-free workplace. The manager spends significant time in the lobby supporting employees and engaging with guests, and collaborates with other departments, including Sales and Accounting.

Requirements

Minimum of 2 years in a hotel leadership position.
Minimum of 3 years in the hospitality industry.
High school diploma or equivalent.
Strong verbal and written communication skills.
Effective time-management and problem-solving skills.
Proficiency in Microsoft Office Suite, Windows, and cloud-based applications; familiarity with Property Management Systems, online bookings, and guest feedback.
Ability to work well with a team and demonstrate attention to detail, organization, and interpersonal skills.
Ability to hold self and others accountable, address conflict in a timely manner, contribute to team results, and deal effectively with change.
Ability to make decisions and commit to a course of action based on available information.
Ability to understand and follow VGSOPs and LSOPs relevant to Front Office, Guest Services, and hotel operations.
Ability to establish two-way communication with subordinates, coach and develop team members, convey operating standards, and hold staff accountable to those standards.
Ability to follow safety guidelines and maintain professional behavior while working for long periods and under pressure in a fast-paced environment.
Must have up-to-date TABC and Food Handlers Certifications.
Able to stand and walk for up to 8 hours; frequently lift or carry up to 10 pounds and occasionally lift or carry up to 30 pounds.
Frequently handle guest key cards and hotel facility keys; occasionally crouch, grasp, and lift boxes of water and beer to stock the Smeg Fridge behind the front desk.
Comfortable working in a hotel lobby and willing to navigate outdoors and be exposed to all weather conditions.

Nice To Haves

At least one year of experience in Front Office or Housekeeping.
Valid driver’s license.

Responsibilities

Plan and manage the day-to-day operations of the Front Office and Guest Services departments.
Promote a positive work environment through teamwork, motivation, support, empowerment, development, and clear communication.
Monitor guest service functions and ensure service standards and quality are maintained.
Maintain budgeted department expenses, labor productivity, and cost controls; monitor labor daily and adjust schedules as needed.
Process and submit invoices to Accounting in a timely manner.
Assist Front Desk Agents with guest check-ins and check-outs and provide customer service throughout the hotel.
Maintain special guest programs and branded initiatives.
Complete special projects as required and identify process improvements and operational efficiencies.
Walk public spaces, including the Front Drive, Lobby, and public restrooms, multiple times per shift to ensure they meet company standards.
Assist in supervising Front Office operations and personnel, and maintain the quality and costs of the department.
Prepare reports for and attend monthly accounts-receivable meetings; compile internet booking information and process billing; manage accounts-receivable billing as needed.
Monitor employee time and attendance through Paycom; create and communicate weekly schedules and enter them into Hotel Effectiveness and Paycom.
Interview and hire Front Office and Guest Services candidates.
Review guest feedback daily and promptly develop and execute improvement plans.
Investigate and resolve service issues, address internal causes, and recover the guest experience as appropriate.
Make and receive calls regarding guest accounts and assist guests at the desk, in the lobby, and elsewhere in the hotel.
Model and reinforce the company’s service culture and positive work environment; receive and provide feedback effectively.
Train and motivate customer service employees, rehearse service steps with staff, and develop training topics based on staff and operational needs.
Spend significant time in the lobby engaging with guests, monitoring service, and supporting the team; assist with front-of-house training and other departments as needed.
Complete and participate in company-mandated training.
Manage internal and guest communications through communication platforms; respond to emails promptly and follow up on guest issues.
Ensure timely and accurate reporting of daily operating results and revenue and expense statistics; report incidents and complete incident reports the same day.
Review daily Manager on Duty pass-on information, attend daily stand-up and recovery meetings, and communicate responses as needed.
Cooperate with and assist the Sales team on group billing, and assist Accounting with monthly tax-exemption and guest-billing inquiries.
Maintain a safe and clean operating environment and comply with local health codes and regulations.
Complete required certifications and harassment, safety, and security training; ensure Front Office and Guest Services staff complete required training and certifications.
Monitor and promote a safe environment free of safety and security hazards, and help maintain a healthy, harassment-free workplace.
Maintain cleanliness and organization in work areas, report unsafe conditions, and ensure hotel equipment is in proper working condition.
Develop working relationships with vendors, contractors, city officials, and others in support of the hotel’s interests.
Perform additional duties assigned by the supervisor.