Front Office Manager ("Gerente de Recepcion")

Azul Hospitality•Phoenix, AZ

12d•Onsite

About The Position

The Front Office Manager will oversee the daily operations of the Front Desk Department and Guest Service areas, ensuring that front desk and communications meet resort standards for maximum guest satisfaction. This role acts as the main contact for guests and other resort departments, managing all Front Office operations including guest service and registration, room inventory, product quality, cost controls, budgeting, and department management. The manager will anticipate guest needs, ensure efficient guest services, and establish up-selling techniques to maximize revenue. They will also monitor guest satisfaction, review daily arrivals and departures, ensure proper staffing, and recruit, train, and supervise team members. The position requires serving as a role model, adhering to company policies, and attending various operational and staff meetings.

Requirements

Must be able to speak, read, write, and understand the primary language used in the workplace.
Requires good communication skills, verbal, written and electronic.
Considerable knowledge of complex mathematical calculations and computer programs.
Must have excellent leadership capability and customer relations skills.
Must be detail oriented with outstanding organizational and communication skills.
Must possess intermediate computer skills.
Must Possess basic computational skills.
Knowledge of computer programs, math skills as well as budgetary analysis capabilities required.
Ability to analyze, foresee user needs, and makes judgments to ensure proper tools are provided at property level.
Ability to effectively deal with internal and external customers some of whom will require high levels of patience, tact and diplomacy and collect accurate information to resolve conflicts.
Knowledgeable about basic function of Windows OS, MS Office, PMS, PBX, Key system, and POS.
Self-driven and able to work independently.
Exceptionally strong in issue resolution and proven analytical skills with a strong attention to detail.
Thorough 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 state and local analogues (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA.
Front desk operations experience required.
Three to five years of management experience required.
Ability to provide and maintain a valid drivers license as the position may require the operation of motorized and electric vehicles.

Nice To Haves

Knowledgeable of loyalty programs, brand standards and hospitality industry systems preferred.

Responsibilities

Manage all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation.
Anticipate guest needs, respond promptly, and acknowledge all guests, always maintaining positive guest relations.
Ensure efficient guest registration, check out and telephone service.
Ensure that all staff duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, guest requests are handled both courteously and professionally, guests are helped in a timely manner and the proper greetings are used, guests are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner.
Establish up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.
Maintain standards of guest services and a consistent positive guest experience.
Resolve guest issues and concerns to guest satisfaction.
Monitor and respond to Guest Satisfaction Surveys and guest comments via third party sites, comments card etc.
Review current days expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment.
Review the daily room availability and status of departures on a daily basis.
Relay all pertinent information to the rest of the staff.
Ensure proper staffing levels based on resort demand and all necessary reports and forms are completed daily.
Recruit, interview, and train team members.
Arrange, provide, and supervise training of new staff members to include familiarization of property, standard operating procedures, and policies.
Cross-train staff members in all positions within their area of responsibility and all types of equipment to perform their duties, in addition to successful implementation and follow-up checklists.
Ensure that all staff members are retrained as needed.
Attend hotel operational meetings, rooms departmental meetings, and staff member related events.
Hold interdepartmental daily stand-up meetings and obtain staff member sign off.
Serve as a role model to all staff members, adhering closely to policies and procedures, practicing the highest standards of performance.
Set the highest possible example in conduct, temperament, punctuality, and standards of work.
Be familiar with all company policies and benefits.
Assist with any guest inquiry.
Follow all company and safety and security policies and procedures.
Report maintenance problems, safety hazards, accidents, or injuries.
Perform other reasonable job duties as requested by direct and indirect supervisors.