Front Office Manager

LM SERVICES CORPORATION GROUP • Maryland Heights, MO

38d • $40,000 - $0 • Onsite

About The Position

Oversees Front Desk and Transportation shifts. Accountable for the effortless and seamless movement of guests in and out of the property and providing exceptional levels of guest service through the guests’ stay. Act as Manager on Duty on occasion and respond to emergency codes.

Requirements

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Thorough organizational and supervisory skills to train the Front Office staff on systems and brand standards to enable successful Front Office operations.
• Ability to access and accurately input and retrieve information using a moderately complex computer system.
• Ability to establish and maintain effective working relationships with associates, customers, and patrons.
• Ability to read, listen and communicate effectively in English, both verbally and in writing.
• Ability to stand for long periods of time, walk, bend, reach and move continuously to oversee area and inspect rooms and public areas on all floors of the property.
• Must possess basic computational ability.
• Must possess basic computer skills.
• Extensive knowledge of the property, its services, and facilities.
• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their comparable state and local laws (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA.
• Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities.
• Prior Front Office leadership experience required.

Nice To Haves

• College degree with hotel major is preferred.

Responsibilities

• Manage and motivate all front office associates with daily supervision to include staffing, training, counseling, and visually monitoring performance to ensure adherence to all service standards.
• Oversee the front desk and PBX and ensure all Agents are following the guidelines and scripting.
• Run shifts at the Front Desk, physically perform check in/check out process and other guest service related activities.
• Review V. I. P. reservations, and resumes for incoming and in-house guests.
• Pre-register guests and communicate with other departments to ensure proper handling of guests and groups.
• Communicate with guest and associates both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work.
• Organize and conduct meaningful pre-shift meetings to disseminate pertinent information.
• Remain calm and alert, especially during emergency or heavy activity, and resolve complications such as location changes or credit issues.
• Field guest concerns and complaints, conducting thorough research to develop the most effective solutions and negotiate results.
• Resolve issues using discretion and the company guidelines.
• Ensure all issues and resolutions are properly logged.
• Responsible for the membership program and ensure that all guests who are members are appropriately recognized, meeting all company standards.
• Attend all property meetings as necessary.
• Locate Bell assistance, or personally escort guests to their rooms as appropriate.
• Report suspicious persons or activity to Security, the Manager on Duty, or the local authority as appropriate.
• Perform room inspections, which require bending, stooping, reaching overhead and moving throughout guest room floors.
• Maintain open communication with all property-operating departments.
• Other duties as assigned by the supervisor such as: cross training, assisting in other departments, etc.
• Give direction and be responsible for the implementation of plans.
• Responsible for promoting the product and services to the targeted customer/guest group.
• Responsible for enhancing the product and service that is presented to the guest.
• Responsible for maintaining quality of product and ensuring consistency in its delivery and standards.

Benefits

• Associates who violate property rules or have irregular attendance will be subject to disciplinary action, up to and including termination of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED