Front Office Manager

Highgate Hotels • Dallas, TX

5d • Onsite

About The Position

The Front Office Manager is responsible for ensuring the Guest Services and Concierge operations are attentive, friendly, efficient, and courteous. The manager provides quality service to guests before and throughout their stays while maximizing room revenue and occupancy. The role oversees Guest Services personnel, front-office operations, guest satisfaction, service standards, and coordination with other departments.

Requirements

• At least 5 years of progressive experience in a hotel or related field; alternatively, a 2-year college degree and 3 or more years of related experience, or a 4-year college degree and at least 1 year of related experience.
• Supervisory experience is required.
• Demonstrated exceptional customer service skills.
• Proficiency in Windows and Microsoft Office.
• Ability to work long hours when required.
• Maintain a warm and friendly demeanor.
• Effective verbal and written communication with employees at all levels and with guests in an attentive, friendly, courteous, and service-oriented manner.
• Ability to listen to, understand, and clarify concerns raised by employees and guests.
• Ability to multitask and prioritize departmental functions to meet deadlines.
• Ability to handle problems effectively, including anticipating, preventing, identifying, and solving them.
• Ability to understand and evaluate complex information and data from various sources to meet appropriate objectives.
• Ability to maintain confidentiality of information.

Responsibilities

• Respond attentively, courteously, and efficiently to guest requests, problems, complaints, and accidents received at the Front Desk or through reservations, comment cards, letters, or phone calls; follow up to ensure guest satisfaction.
• Motivate, coach, counsel, and discipline Guest Services personnel in accordance with Highgate Hotel S.O.P.'s.
• Prepare and conduct Guest Services interviews and follow hiring procedures in accordance with Highgate Hotel S.O.P.'s.
• Develop employee morale and ensure Guest Services personnel are trained.
• Maximize room revenue and occupancy by reviewing daily status, analyzing rate variance, monitoring credit reports, and observing daily house count.
• Monitor daily house selling status, including flash reports and allowances.
• Participate in the required M.O.D. program as scheduled.
• Review Guest Services staff hours for payroll compilation and submit them to Accounting on time.
• Prepare employee schedules according to business forecasts, payroll budget guidelines, and productivity requirements.
• Maximize no-show revenue through consistent and accurate billing.
• Maintain Highgate Hotel S.O.P.'s for purchase orders, invoice vouchering, and checkbook accounting.
• Maintain a professional working relationship and promote open communication with managers, employees, and other departments.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor proper operation of the P.B.X. console and ensure employees follow Highgate Hotel S.O.P.'s for its use.
• Ensure staff greet and welcome guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s.
• Ensure implementation of Highgate Hotel policies and house rules.
• Ensure Guest Services staff sign off on all Service Standards by Position.
• Ensure messages, packages, and mail are logged and delivered in a timely and professional manner.
• Ensure correct and accurate cash handling at the Front Desk.
• Ensure employees are attentive, friendly, helpful, and courteous to guests, managers, and other employees.
• Focus the Guest Services Department on its role in contributing to Guest Service and audit scores.
• Monitor V.I.P.s, special guests, and special requests.
• Maintain required pars of front-office and stationery supplies.
• Review daily Front Office work and activity reports generated by Night Audit.
• Review the Front Office log book and Guest Request log daily.
• Carry a cell phone at all times.
• Perform other duties as requested by management.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability insurance
• 401(k) Retirement Plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave in accordance with applicable law
• Employee assistance program (EAP)
• Educational opportunities and tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed