Front Office Manager

DRIFTWOOD HOSPITALITY MANAGEMENT•Doral, FL

1d•Onsite

About The Position

The Front Office Manager is fully responsible for all aspects of the Front Desk, coordinates the Front Office activities of the Hotel and resolves problems arising from guest complaints, reservation and room assignment activities, and unusual requests and inquiries. This role works with the hotel General Manager to achieve and exceed guest satisfaction scores in all areas of the hotel and is responsible for satisfaction scores for the front desk operations, addressing any deficiencies immediately. The manager will work with the corporate training department to develop action plans as necessary to achieve expected guest satisfaction scores. This role effectively trains guest service agents on proper front desk procedures, and in conjunction with the General Manager, recruits, interviews, and selects the most qualified candidates for front desk positions. The Front Office Manager will oversee and manage the Front Office to ensure efficient operations and impeccable guest care, helping to achieve profit goals. They will attend to guest and group special needs and solve tricky problems with confident graciousness, keep a pulse on daily revenue and expenses to minimize loss, manage expense and maximize profit, and skillfully manage the Front Office staff by creating an environment where motivated people want to join, learn, do their best, and advance. This role leads a diverse team by modeling the way, by empowering, and coaching throughout the employment lifecycle. Ensures guest service agents are in compliance with clean, neat uniforms and name badges. Required reports are timely and of a quality that can be shared with corporate. Rates are accurate and monitored daily. Is proficient at managing inventory in the property management system. Frequently meets with and reviews work generated by the night auditor. Maintains regular attendance and is consistently on time. Maintains high standards of personal appearance and grooming, which include compliance with the dress code. Performs any other duties as requested by supervisor. Acts as Manager on Duty when duty calls.

Requirements

A four-year college degree or equivalent education or experience is required.
Two to three years in a related hotel company position.
Discipline-specific hospitality industry and general hotel department knowledge and supervisory experience is expected.
Excellent verbal and written English communication skills are required.
Must be able to handle cash or credit transactions.
Microsoft Office and Excel proficiency.
General office equipment and cash register operation knowledge is expected.

Responsibilities

Fully responsible for all aspects of the Front Desk.
Coordinates Front Office activities.
Resolves problems arising from guest complaints, reservation and room assignment activities, and unusual requests and inquiries.
Achieves and exceeds guest satisfaction scores in all areas of the hotel.
Addresses any deficiencies in the front desk operations immediately.
Develops action plans with the corporate training department to achieve expected guest satisfaction scores.
Trains guest service agents on proper front desk procedures.
Recruits, interviews, and selects qualified candidates for front desk positions.
Prepares weekly schedules for front office staff.
Addresses performance deficiencies of front office staff through coaching and disciplinary actions.
Completes performance evaluations for front office staff timely.
Posts weekly guest satisfaction scores for hotel associates to see and review.
Oversees and manages the Front Office to ensure efficient operations and impeccable guest care, helping to achieve profit goals.
Attends to guest and group special needs and solves tricky problems with confident graciousness.
Monitors daily revenue and expenses to minimize loss, manage expense and maximize profit.
Manages Front Office staff by creating an environment where motivated people want to join, learn, do their best, and advance.
Leads a diverse team by modeling the way, by empowering, and coaching throughout the employment lifecycle.
Ensures guest service agents are in compliance with clean, neat uniforms and name badges.
Ensures required reports are timely and of a quality that can be shared with corporate.
Ensures rates are accurate and monitored daily.
Manages inventory in the property management system.
Meets with and reviews work generated by the night auditor.
Maintains regular attendance and is consistently on time.
Maintains high standards of personal appearance and grooming.
Performs any other duties as requested by supervisor.
Acts as Manager on Duty when duty calls.