Front Office Manager

Crescent Careers•Los Angeles, CA

9d•Onsite

About The Position

Supervise the daily operations of the Front Desk staff to maximize revenues and profits while attaining optimal guest satisfaction. This role involves interviewing, hiring, training, and evaluating the performance of Front Desk staff. The Front Office Manager is responsible for responding to guest requests, needs, and concerns, implementing company programs, and ensuring compliance with Standard Operating Procedures (SOPs) and Lodging Standards of Performance (LSOPs). The position requires maintaining a high level of guest satisfaction and repeat business, supervising Guest Service Agents, and remaining calm and alert during emergency situations. The manager must resolve customer complications by conducting research and determining effective solutions, making decisions based on experience and judgment, and authorizing revenue allowances when necessary. The role also includes complying with attendance rules and performing other job-related duties as assigned.

Requirements

Ability to communicate in English.
Self-starting personality with an even disposition.
Maintain a professional appearance and manner at all times.
Ability to communicate well with guests.
Willingness to “pitch-in” and help co-workers with their job duties and be a team player.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
Ability to access and accurately input information using a moderately complex computer system.
Ability to stand, walk and continuously perform behind the front desk.
Ability to observe and detect signs of emergency situations.
Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
Ability to establish and effective working relationships with associates, customers and patrons.

Responsibilities

Interview, hire, train, and evaluate the performance of Front Desk staff.
Respond to guest’s special requests, needs, problems, issues, and concerns.
Implement company programs and supervise the daily operations of the Front Desk.
Ensure compliance with SOPS and LSOPs, maximize revenues, and motivate associates.
Supervise the Guest Service Agents.
Remain calm and alert during emergency situations and/or heavy hotel activity.
Resolve customer complications and complaints by conducting thorough research and determining effective solutions.
Make decisions and take action based on previous experience and good judgment.
Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
Comply with attendance rules and be available to work on a regular basis.
Perform any other job related duties as assigned.