Front Office Manager
About The Position
The Front Office Manager oversees front office operations to support profitability, control costs, maintain quality standards, and ensure guest satisfaction. The role manages front office systems, supplies inventory, scheduling, forecasting, and the department budget to maximize revenue, and prepares financial reports, including rate and availability calendars. The manager interviews, trains, supervises, counsels, schedules, and evaluates staff, providing leadership and guidance to uphold consistent Forbes Five Star Standards. The position leads daily pre-shifts, training, and service shops; communicates work direction to guest service, front office, reservations, and front desk employees; observes performance and encourages improvement; and ensures compliance with Trump Hotels standards. It also handles guest concerns and operational emergencies using sound judgment, and welcomes and assists guests and team members. Supportive duties include managing guest relocations, forecasting arrivals and departures, expediting guest requests, participating in the Lobby Greeter and Manager on Duty program (including weekend stays and hotel monitoring), performing duties assigned by the Director of Front Office and Director of Rooms, and attending leadership meetings on behalf of the Director of Front Office. The role directly supervises Front Desk Agents and PBX Operators, and may oversee other guest-services staff in the absence of the functional department head.
Requirements
- High school graduation or equivalent.
- A four-year college degree in Hospitality, Hotel Management, or Business.
- At least 2 years of combined supervisory or management experience in a Rooms Division.
- Excellent mathematical comprehension to understand and interpret numbers as they apply to hotel operations.
- Ability to read, write, speak, and understand English to communicate effectively with guests and employees.
- Strong organization and supervisory skills.
- Ability to work effectively with internal and external customers, including situations requiring patience, tact, diplomacy, accurate information gathering, and conflict resolution.
- Interpersonal skills to support overall guest satisfaction.
- Ability to work under pressure and handle stressful situations during busy periods.
- A track record of controlling costs, productivity, other KPIs, and team engagement levels.
- Ability to perform essential job functions with or without reasonable accommodation.
Nice To Haves
- CPR certification and/or first aid training.
- Additional language ability.
Responsibilities
- Promote team spirit by providing leadership and guidance; lead daily pre-shifts, conduct daily training and service shops, and discipline staff where appropriate.
- Communicate clearly with staff, assign and explain work to guest service, front office, reservations, and front desk agents, observe performance, and encourage improvement.
- Use management skills to solve problems and ensure compliance with Trump Hotels standards and high-quality guest relations.
- Manage the desk during stressful periods and emergencies, resolve guest concerns, and implement solutions using discretion and good judgment.
- Welcome guests promptly and sincerely, listen to and understand requests and concerns, and communicate clearly with guests and team members.
- Manage front office systems, supplies inventory, scheduling, forecasting, and the department budget to control costs and maximize revenue.
- Compile and prepare financial reports, including rate and availability calendars.
- Interview, train, supervise, counsel, schedule, and evaluate staff.
- Handle guest relocations and expedite guest requests as required.
- Prepare daily forecasts of expected arrivals and departures.
- Participate in the Lobby Greeter and Manager on Duty program, including weekend stays, hotel monitoring, and troubleshooting.
- Perform duties assigned by the Director of Front Office and Director of Rooms.
- Attend leadership meetings on behalf of the Director of Front Office to obtain and share pertinent information.
Benefits
- Employment benefits are offered for this full-time position, subject to applicable eligibility, enrollment, and benefit plan requirements; details are available on the Hotel's Career Center webpage.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
