Front Office Manager

Shamin Hotels Master • Norfolk, VA

8d • Onsite

About The Position

The Front Office Manager is responsible for ensuring timely and accurate customer service, scheduling shifts, and supervising front desk personnel. This role facilitates training and supports front desk staff, handles complaints and specific customer requests, manages the reception area, enforces hotel policies, and ensures guest services are exemplary. Applicants should have experience in the hospitality industry and demonstrate a commitment to customer service.

Requirements

• Bachelor’s Degree and/or extensive experience in a hotel or related field required.
• Strong financial knowledge required.
• Must be able to work with and understand financial information and data, and possess basic mathematical skills.
• Team Up: Be Golden, Collaborate and Help Others Succeed.
• Own It: Be a role model, Embrace Responsibility and Keep Learning.
• Passionately Serve: Be Positive, Care Deeply and Create Memories.

Nice To Haves

• 3+ years of hotel brand experience preferred.
• Reading, Writing, Basic Math.
• Knowledge of Brand systems preferred.

Responsibilities

• Supervises Front Desk staff: hiring, firing, performance evaluations, training, and development.
• Maintains standards of guest service quality.
• Achieves budgeted revenues and expenses and maximizes profitability related to the guest services department.
• Contributes to the profitability and guest satisfaction perception of other hotel departments.
• Develops short term and long-term financial and operational plans for the guest service department, which relate to the overall objectives of the hotel.
• Increases level of guest satisfaction by delivery of an improved product through employee development, job engineering and quality image.
• Manages the reservation function to maintain highest possible room occupancy and average daily rate through suggestive selling by employees.
• Maintains procedures for credit control and handling of financial transactions.
• Maintains procedures for security of monies, guest security and emergency procedures.
• Receives departmental related guest complaints and ensures corrective action is taken.
• Schedules staff according to labor standards and forecasted occupancy.
• Ensures cross-selling of other Shamin Hotels by hotel staff.
• Knows and complies with all company policies and procedures pertaining to this position and its duties.

Benefits

• health, dental, vision, accident and short and long term disability insurance
• pet insurance
• gym membership discounts
• Paid time off
• Paid holidays
• Shamin Perk discounts on tickets, rental cars and attractions
• footwear discounts
• 401K plan with company match
• employee discounts at our branded hotels

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level