Front Office Manager

Home 2 Suites West Lafayette • West Lafayette, IN

7d • Onsite

About The Position

Ascent Hospitality has an extensive portfolio of hotels and a strong pipeline of new properties and acquisitions, but we’re not about numbers…we’re about people and that remains our foundation. Our culture expresses a memorable experience for all of our Team Members and guests alike. So we’re constantly looking for individuals who work well together for a unified purpose. For our leadership, we’re looking for accomplished individuals with a passion to serve others, strong communicators who clearly understand the needs of others and trendsetters who excel at challenges and change. If this is what you’re all about, consider joining our Team. Ascent Hospitality is looking for a uniquely qualified hospitality leader to be our Front Office Manager! Lead front office activities of hotel and proactively look for opportunities to create memorable experiences for our guests! Responsible for driving excellent guest service results and assisting guests with aspects of their stay, reservation and room assignment activities including various requests and inquiries. Ensure team members are provided training, support and tools to take care of our guests. Their expertise will focus on maximizing profits, developing and retaining employees and exceeding guest expectations.

Requirements

• Customer service oriented, ability to multi-task, detail orientation, and excellent organizational skills needed.
• Previous experience as a front desk, guest service supervisor or manager preferred
• Must have excellent leadership and organizational skills.
• Must have excellent customer service skills
• Must have excellent verbal and written communication skills
• Must be familiar with Microsoft Office
• Must be familiar with operation of office equipment e.g.- copier, printer, facsimile machine, telephone etc.
• Must be able to work a flexible schedule and willingness to work nights, weekends, and holidays.
• Must be able to work without constant supervision.
• Required to work desk shifts as needed
• High school education required.
• Minimum one (1) year in a management role in a hotel required.
• Must be able to effectively lead a team
• Knowledge of and ability to operate personal computers and various property specific applications.
• Ability to read and speak English fluently.

Nice To Haves

• Some college preferred.
• Second or multiple languages are a plus.

Responsibilities

• Scheduling of guest services front desk representatives, night audit staff and breakfast attendants (as applicable)
• Fulfill shift(s) as Manager on Duty as assigned.
• Hands on approach to leading the Guest Services team.
• Maintains staffing levels of the department.
• Maintains supplies and inventory controls for the Front Office and Pantry.
• Provide management support and coverage in other areas of hotel (as needed)
• Review all schedules, ensuring all issues are identified and addressed
• Conduct guest services meetings and ensure employees are kept informed
• Be very familiar with the hotel computer system for training maintenance and trouble shooting.
• Complete credit check daily.
• Adhere to all Systems & Controls of the Front Office and appropriate areas of responsibilities.
• Assure knowledge and training of Marketing Programs of company and hotel.
• Recruit, manage, and train, Front Office Team
• Train front desk/guest services, night audit staff on all Company and Brand standard programs
• Train front desk/guest services, night audit, staff on rewards programs and requirements
• Maximize room occupancy at best rates.
• Establish consistent Standard Operating Procedures
• Ensure staff is in compliance with Company Appearance and Grooming standards.
• Assigns duties and shifts to team members and observes performances to ensure adherence to hotel policies and established operating procedures.
• Review guest experience scores; review scores with staff; make recommendations for improvement
• Ensure that the staff is in proper uniform including name tags and in good condition
• Respond to all guest inquiries, complaints and special requests.
• Create work environment where staff are motivated, productive and positive
• Track all of corporate accounts
• May be required at any time to assume the job duties of the Front Desk Clerk or any other position which is directly supervised by this position.
• Comply with hotel security, fire regulations, and all health/safety regulations and legislation
• Oversee smooth operation of breakfast service (as applicable)

Benefits

• Competitive Salary!
• Health, Dental, Vision, Life Insurance, and other supplemental options!
• 401k with employer MATCH!
• Paid PTO!
• Uniforms Provided for most positions!
• Team Member Hotel Discount Program!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED