Front Office Manager

Hampton Inn Lincoln Airport•Lincoln, NE

3d•Onsite

About The Position

Oversees front desk operations. Provides guest service, guidance, and leadership to ensure consistent customer service is provided. Assigns and instructs team members in details of work. Monitors lobby traffic to make staffing adjustments accordingly. Resolves customer complaints. Trains, supervises, schedules, and assists in evaluating staff.

Requirements

Excellent verbal and written English communication skills, with a second language helpful.
Use personal judgment and specialized knowledge to give information to people.
Customer Focus, anticipates guest needs and responds pleasantly and professionally.
Experience in cash handling and credit cards.
Experience in maintaining confidential information, including guest registration and cc information.
The ability to access, retrieve and leverage info from the hotel property management system is expected.
Ability to work well with others and encourage the same values in team members.
Composure to work under pressure and to address and resolve guest problems or concerns.
Approachable Management style to encourage effective communication with guests and fellow team members.
Use eyes, hands, and fingers accurately while operating a switchboard or computer keyboard.
General office equipment and cash register operation knowledge is expected.
HS Diploma or equivalent.
Prior experience in Hotel front desk positions required.

Nice To Haves

Supervisory experience preferred.

Responsibilities

Oversee the front desk staff to ensure optimal guest experience and smooth front desk operation.
Attend to guest needs at the front desk.
Guide guests and answer questions by knowing the property layout.
Create an environment where motivated people want to join, learn, do their best, and advance.
Oversee a diverse team of motivated desk agents by modeling the way, by training, empowering, and coaching throughout the employment lifecycle.
Monitor workflow, room status and group activity and effectively communicate info for well-informed fellow departments, to increase team efficiency and overall productivity.
Delegate tasks, monitor line level staff, and act as a liaison with other departments.
Help with security by ensuring cashier reports balance, banks and deposits are verified, and key control is monitored.
Provide emergency assistance to residents as needed.
Monitor building safety.
Participate as part of the support team for residents.