Front Office Manager - Austin Lakeway Resort & Spa

Remington Hospitality•Lakeway, TX

4d•Onsite

About The Position

Greet all guests warmly as they approach the front desk. Communicate cordially with guests, promptly and professionally checking them in and out of the hotel. Acknowledge all guests, respond promptly, and anticipate guest needs while maintaining positive guest relations at all times. Ensure proper staffing levels of front office associates; assist with scheduling staff members. Participate in interviewing, hiring, supervising, training and scheduling front desk agents, front office supervisors, guest service aides/bell staff, concierge staff and PBX operators. Listen respectfully to guest complaints and resolve issues ensuring guest satisfaction in each interaction. Manage guest resolution process to include investigation of situation and creative problem solving to ensure guest is satisfied with outcome. Accurately manage and operate the POS/Reservations system at the front office, including all daily transactions and reporting and other required transactions. Accurately manage cash handling, including receiving cash, checks and credit card information from guests for payment of hotel charges and making change correctly. Perform other hotel-related reasonable duties as assigned by management.

Requirements

2+ yrs hotel/resort front desk experience
2+ yrs supervisory experience overseeing front desk or customer service-related team members
Strong keyboarding/typing/general computer skills
Basic math skills
Strong work ethic, self-initiative, and exercises independent judgment.
Proven customer service and problem-solving experience.
Focus and maintain attention to tasks, and complete work assignments on time despite frequent interruptions.
Strong leadership skills with ability to maintain staff and guest confidentiality at all times.

Nice To Haves

May be required to work varying schedules to reflect the business needs of the property.

Responsibilities

Greet all guests warmly as they approach the front desk.
Communicate cordially with guests, promptly and professionally checking them in and out of the hotel.
Acknowledge all guests, respond promptly, and anticipate guest needs while maintaining positive guest relations at all times.
Ensure proper staffing levels of front office associates; assist with scheduling staff members.
Participate in interviewing, hiring, supervising, training and scheduling front desk agents, front office supervisors, guest service aides/bell staff, concierge staff and PBX operators.
Listen respectfully to guest complaints and resolve issues ensuring guest satisfaction in each interaction.
Manage guest resolution process to include investigation of situation and creative problem solving to ensure guest is satisfied with outcome.
Accurately manage and operate the POS/Reservations system at the front office, including all daily transactions and reporting and other required transactions.
Accurately manage cash handling, including receiving cash, checks and credit card information from guests for payment of hotel charges and making change correctly.
Perform other hotel-related reasonable duties as assigned by management.