Front Office Manager

Shamin Hotels Master•Chester, VA

10d

About The Position

The Front Office Manager is responsible for providing timely, accurate customer service; scheduling shifts; and supervising front desk personnel. The manager facilitates training and supports front desk staff, handles complaints and specific customer requests, manages the reception area, enforces hotel policies, and ensures exemplary guest service. This role oversees the guest services department’s financial and operational performance, reservation function, staff development, guest satisfaction, and relevant security and financial procedures.

Requirements

Bachelor’s degree and/or extensive experience in a hotel or related field required.
Strong financial knowledge required.
Ability to work with and understand financial information and data.
Basic mathematical skills.
Reading and writing skills.
Commitment to teamwork, taking responsibility, continued learning, and guest service.

Nice To Haves

Three or more years of hotel brand experience preferred.
Knowledge of brand systems preferred.

Responsibilities

Supervise front desk staff, including hiring, firing, performance evaluations, training, and development.
Maintain standards of guest service quality.
Achieve budgeted revenues and expenses and maximize profitability related to the guest services department.
Contribute to the profitability and guest satisfaction perception of other hotel departments.
Develop short- and long-term financial and operational plans for the guest services department in line with overall hotel objectives.
Increase guest satisfaction through employee development, job engineering, and a quality image.
Manage the reservation function to maintain high room occupancy and average daily rate through employee suggestive selling.
Maintain procedures for credit control and handling financial transactions.
Maintain procedures for the security of monies, guest security, and emergencies.
Receive department-related guest complaints and ensure corrective action is taken.
Schedule staff according to labor standards and forecasted occupancy.
Ensure hotel staff cross-sell other Shamin Hotels.
Know and comply with company policies and procedures related to the position and its duties.