Hotel Front Office Manager

Grand Bohemian Lodge Greenville•Greenville, SC

3d•Onsite

About The Position

The Front Office Manager is responsible for the operation of Guest Services, Concierge, and Uniformed Services/Transportation, ensuring attentive, friendly, efficient, and courteous service before and throughout guests’ stays while maximizing room revenue and occupancy. The role oversees guest-service personnel, front-office operations, staff scheduling and training, revenue and occupancy monitoring, guest concerns, cash and credit procedures, and coordination with other hotel departments. The position requires weekend and holiday availability. Shifts may change; the currently requested availability includes AM shifts from 7:00 AM to 5:00 PM and some PM shifts from 1:00 PM to 11:00 PM. Long hours may sometimes be required.

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 required.
Exceptional customer service skills.
Proficiency in Windows and Microsoft Office.
Ability to work long hours when required.
Warm and friendly demeanor.
Effective verbal and written communication with employees and guests at all levels.
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 anticipate, prevent, identify, and resolve problems effectively.
Ability to understand and evaluate complex information and data from various sources.
Ability to maintain confidentiality.

Responsibilities

Respond to and follow up on guest requests, problems, complaints, and accidents received at the Front Desk or through other communication channels.
Motivate, coach, counsel, discipline, interview, hire, and train Guest Services personnel in accordance with Highgate Hotel S.O.P.'s.
Develop employee morale and ensure Guest Services personnel complete required training and service standards.
Review room status, rate variance, credit reports, house count, and selling status to maximize room revenue and occupancy.
Attend daily and monthly Rooms Merchandizing meetings and participate in the required M.O.D. program and coverage.
Review staff hours for payroll and submit them to Accounting on time; prepare employee schedules based on business forecasts, payroll budgets, and productivity requirements.
Maximize no-show revenue through consistent and accurate billing.
Maintain procedures for purchase orders, invoice vouchering, checkbook accounting, Wage Progress, Productivity, and the Ten Day Forecast.
Maintain professional working relationships and open communication with managers, employees, and other departments; coordinate with Accounting on follow-up matters.
Operate the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
Monitor the P.B.X. console and ensure employees follow procedures for its use.
Ensure staff welcome and greet guests according to Highgate Hotel S.O.P.'s and implement hotel policies and house rules.
Assist with revenue and occupancy forecasting.
Ensure messages, packages, and mail are logged and delivered promptly and professionally.
Maintain communication with Housekeeping, Reservations, and the Credit Manager.
Coordinate ongoing implementation of the Highgate Hotel service philosophy.
Ensure accurate Front Desk cash handling and enforce hotel credit policies.
Ensure employees provide attentive, friendly, helpful, and courteous service to guests, managers, and colleagues.
Maintain Lost and Found procedures and the key control system.
Ensure departmental participation in monthly team meetings and focus Guest Services on contributing to guest-service and audit scores.
Monitor VIPs, special guests, and special requests.
Maintain required par levels of Front Office and stationary supplies.
Review daily Front Office work and activity reports generated by Night Audit, as well as the Front Office log book and Guest Request log.
Attend required hotel meetings and training; maintain regular attendance and high standards of personal appearance and grooming, including wearing a nametag.
Comply with hotel standards and regulations, maximize productivity, identify problem areas, assist with solutions, and perform other duties 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, personal, medical, and military leave in accordance with applicable law