Front Office Manager | Heathman Hotel Kirkland
About The Position
The Heathman Hotel Kirkland is seeking a Front Office Manager to supervise the procedural aspects of the hotel's front office, including Front Desk, Valet, PBX, and Reservations. This role involves ensuring guest and employee needs are met promptly and professionally, performing front desk duties as needed, and overseeing VIP requirements. The Front Office Manager will also be responsible for maintaining safety and security policies, assisting with team member training and development, and preparing daily reports. A key aspect of this role is understanding and upholding front office standards, providing guests with information about the hotel and local area, and completing financial reports accurately. The position requires adherence to all company policies, maintaining a professional appearance, and protecting company assets. Building positive working relationships and supporting team goals are also essential. The Heathman Hotel Kirkland is the only boutique hotel in the vibrant neighborhood of downtown Kirkland, Washington, offering a blend of modern luxury and personalized service.
Requirements
- At least 1-year front desk supervisory or lead experience required
- Strong written and verbal communication skills required
- Previous customer service or guest relations experience required
- The ability to read, write, and speak English fluently is required to analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
- The ability to effectively present information and respond to questions from group of managers, clients, customers, and the general public.
- The ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
- The ability to apply concepts of basic algebra and geometry and special orientation.
- The ability to solve practical problems when only limited standardization exists.
- The ability to interpret written and oral instructions.
- Must possess basic negotiation skills and strong customer relations skills.
- Strong computer skills: Full knowledge of Microsoft Office with an emphasis on Outlook, Excel and Word.
Nice To Haves
- Don’t meet every single requirement? At Columbia Hospitality we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles.
Responsibilities
- Supervising procedural aspects of the hotel's front office (Including Front Desk, Valet, PBX, and Reservations if applicable), maintaining a presence during peak traffic periods.
- Ensuring guest and employee needs and concerns are responded to in a timely, professional and friendly manner with a focus on service recovery when applicable.
- Performing front desk agent duties as necessary, such as registration, check out and processing room reservations for guests.
- Ensuring proper execution of VIP requirements, including room requests, amenity placement, welcome letters, gifts, etc.
- Ensuring that all safety and security policies and procedures are followed.
- Assisting with the training, coaching and development of team members.
- Assisting with interviewing team members.
- Maintaining an up to date working knowledge of all property amenities as well as any special events.
- Preparing daily reports and distributing as directed.
- Understanding of all front office standards and assisting in solving deficiencies.
- Supplying guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest.
- Completing designated cashier and closing reports in the computer system.
- Following all company policies and procedures; reporting accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional.
- Maintaining confidentiality of proprietary information; protecting company assets.
- Welcoming and acknowledging all guests according to company standards.
- Developing and maintaining positive working relationships with others; support team to reach common goals.
- Performing other reasonable job duties as requested by Supervisors.
Benefits
- Cellphone Allowance
- Incentive Eligible
- Complimentary Parking On-SIte
- Get Paid Daily (Make any day payday)
- Paid Time off & Holiday Pay
- Medical, Dental, Vision, Disability, 401K
- HSA/FSA Plans -with employer contribution
- Referral Bonus (Get Paid to Recruit)
- Discounted Lodging, Dining, Spa, Golf, and Retail
- Employee Assistance Program
- “Columbia Cares” Volunteer Opportunities
- Committee Participation Opportunities (Fun, Philanthropic, Diversity/Equity/Inclusion)
- Task Force Work Opportunities (Grow your career in idyllic locations across the globe)
- Online Learning Platform to Help You Grow!
- Third Party Perks (Including discounts on Pet Insurance, Rental Cars, Movie and Concert Tickets, Theme Park and Attractions & so much more)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
