Front Office Manager

Pyramid Global Hospitality•Kennebunkport, ME

51d•$25 - $30•Onsite

About The Position

The Front Office Manager at The Colony Hotel, part of the Pyramid Global Hospitality portfolio, will play a key role in developing and implementing business strategies aligned with the hotel's overall objectives. This position involves managing the daily operations of the front office and related areas, ensuring a high level of guest satisfaction, and fostering a positive work environment for the team. The role requires creating a strong first impression for guests by supervising various front-facing departments and developing processes to achieve service and financial goals. The Front Office Manager will also be responsible for budget monitoring, preparing reports for decision-making, forecasting business, and coordinating with other hotel departments to ensure smooth operations. A significant part of the role involves leading and developing the front office team to deliver exceptional service and teamwork, focusing on employee engagement, recruitment, training, and performance management.

Requirements

At least 5 years experience leading a Front Office team in a service focused hotel or resort environment.
Strong Computer skills, and experience with PMS systems.
Excellent verbal and written communication skills.
Ability to work in a fast-paced setting.
Strong desire to lead by example and make a positive impact on other people.
Outgoing and engaging personality.
Stamina to be on their feet for extended periods of time.

Responsibilities

Participates in the development of business strategies which are aligned with the overall objectives of the hotel.
Develops and implements strategies for front office, bell staff, concierge, reservations, van service, etc. that support achievement of the hotel’s goals.
Monitors status regularly and adjusts strategies as appropriate.
Manages the operation of the front office and related areas.
Creates the first impression by supervising the door, bell, van service, concierge and front office areas.
Develops and implements processes and procedures for assigned departments which support achievement of service and financial goals.
Assists with the preparation of annual budget; monitors achievement of budget and takes corrective steps as appropriate.
Prepares and analyzes reports in order to develop an informative database for decision making and to communicate upcoming business throughout the hotel.
Creates rooms forecast weekly and 30/60/90 days out.
Analyzes business forecasts and schedules accordingly.
Ensures front desk handles billing and cash in accordance with hotel’s standards.
Plans and coordinates hotel housing activities by working closely with Sales, Catering, Housekeeping, Maintenance and other departments.
Leads weekly rooms revenue meeting with AGM, GM, DOS, and others.
Creates 100% guest satisfaction by providing employees with the training and resources they need to maximize employee engagement and deliver CARE! Service and teamwork.
Communicates and reinforces the vision for CARE! service to employees.
Ensures that employees provide CARE! genuine hospitality and teamwork on an ongoing basis.
Uses teamwork to support guests and employees.
Seeks opportunities to improve the customer experience by seeking customer feedback and reviewing management reports and developing strategies to improve department and hotel services.
Provides employees with the tools, training and environment they need to deliver CARE! service and teamwork.
Develops and implements strategies and practices which support employee engagement.
Recruits and selects qualified candidates.
Provides employees with the orientation and training needed to understand expectations and perform job responsibilities.
Communicates performance expectations and provides employees with on-going feedback.
Provides employees with coaching and counseling as needed to achieve performance objectives and reach their fullest potential.