Front Office manager

Crescent Careers•Redwood City, CA

14d

About The Position

The Front Office Manager supervises the daily operations of the Front Desk and Guest Service Agents to maximize revenue and profits while achieving optimal guest satisfaction. The role supports company programs and standard operating procedures, motivates associates, and helps ensure quality service and hospitality for hotel customers. The manager handles guest requests, concerns, complications, and complaints, including those involving groups, using research and sound judgment to determine effective solutions. The position also includes interviewing, hiring, training, recommending performance evaluations and disciplinary actions, resolving staff problems, and maintaining open communication. The manager is expected to remain calm and alert during emergencies and periods of heavy hotel activity, comply with attendance rules, and perform other related duties as assigned. Associates are expected to maintain professional conduct and appearance, demonstrate courteous and respectful guest relations, meet hotel standards for work habits and attendance, adapt to procedural changes, and follow hotel safety and security policies. This description may change at the Company’s discretion and does not create an employment contract; associates remain at-will.

Requirements

Ability to communicate in English.
Self-starting personality and even disposition.
Maintain a professional appearance and manner.
Ability to communicate effectively with guests and coworkers.
Willingness to assist coworkers and work as part of a team.
Ability to deal effectively with internal and external customers, including using patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
Basic mathematical skills and skill using a calculator for moderately complex calculations without error.
Ability to access and accurately enter information using a moderately complex computer system.
Ability to stand, walk, and work continuously behind the front desk.
Ability to observe and detect signs of emergency situations.
Ability to communicate verbally and in writing and prepare complex reports on room availability and revenues generated.
Ability to establish and maintain effective working relationships with associates, customers, and patrons.
Meet hotel standards for work procedures, dress, grooming, punctuality, and attendance.
Adapt to workplace and procedural changes, learn new skills or improve existing ones, solve routine problems, and seek help when unsure.
Adhere to hotel security policies, particularly regarding key controls, lifting heavy objects, using chemicals, and reporting hazards and safety concerns.

Responsibilities

Supervise daily Front Desk operations to maximize revenue, profitability, service quality, and guest satisfaction.
Interview, hire, and train staff; recommend performance evaluations, discipline, or termination when appropriate; resolve problems and maintain open communication.
Respond to guest requests, needs, problems, issues, and concerns, and accommodate groups to promote satisfaction and repeat business.
Implement company programs and ensure daily Front Desk operations comply with SOPS and LSOPs.
Supervise Guest Service Agents and motivate associates to provide quality service and hospitality.
Remain calm and alert during emergencies and heavy hotel activity, and serve as a role model for employees.
Research guest complications and complaints, determine effective solutions, and use judgment to adapt to unusual situations.
Authorize revenue allowances to remedy problems only after other alternatives have been offered.
Comply with attendance rules and maintain regular availability for work.
Perform other job-related duties as assigned.
Maintain professional, courteous, and respectful interactions with guests and associates.
Follow hotel safety and security policies and procedures, including key controls and reporting safety hazards and concerns.