Hotel Front Office Manager

MPM Macon•Dunedin, FL

About The Position

Originally opened in 1927, Fenway Hotel is an icon of the jazz age, playing host to notable explorers, artists, politicians, musicians, and living legends in its time as an operating hotel. Today, the Autograph Collection hotel features 83 guest rooms and suites, 10,000 square feet of indoor and outdoor event space featuring the Caladesi Ballroom with water views, a resort-style pool, and an expansive front lawn ideal for events. Onsite dining includes HEW Parlor & Chophouse, featuring chophouse cuts, chef-driven seasonal preparations, and Hi-Fi Rooftop Bar overlooking St. Joseph Sound. We’ve created a homage to Dunedin’s rich music history and a destination for those to get carried away in their own verse. If you share our passion, it’s time to write your own tune with us and join the band at Dunedin’s very own jazz-inspired boutique hotel. The Front Office Manager is responsible for the day-to-day Front Office Operations including the Front Desk, Night Audit, and involvement in valet operations. The person in this role will ensure the Front Desk Staff provides exemplary service to all hotel guests to deliver a memorable guest experience. This role requires a proactive approach to managing all duties of the front desk operation which includes guest arrival and departure procedures, sold-out situations, inter-department communications (including but not limited to Engineering and Housekeeping), addressing guest concerns promptly, and supporting the front office team through staff scheduling, training, coaching and motivation. This role will also oversee daily financial procedures, including balancing and dropping receipts according to accounting standards. The Front Office Manager is expected to ensure exceptional service to all guests that is consistent and continually in accordance with the Marriott Autograph Collection standards under the franchise of Mainsail Lodging & Development.

Requirements

2-year degree from an accredited university in Hospitality, Business Administration or related major OR 4 years' experience in guest services, front desk, or related
2 years of Hotel Leadership experience and the ability to train, motivate, and develop a team
Excellent communication skills, both verbal and written
Ability to use technology, e.g., tablets, computers, and iPads
Proficiency in hotel property management systems, specifically OPERA PMS
Experience in working with an operating budget, understanding of P&L statements
Interpersonal skills and experience with communicating and collaborating with different organizational leaders
Ability to take initiative and handle assignments with limited supervision
A strong sense of ownership in everything that you do
Ability to sit or stand for extended periods of time
Ability to bend
Ability to lift, pull, or push up to 50 lbs.
Ability to communicate clearly
Ability to work long hours as needed
Make sound judgments quickly
Work on multiple tasks, making appropriate progress towards deadlines
Able to work independently, take direction, and provide direction to others
Manage differing personalities within the property, the resort, and the community
Maintain the highest degree of confidentiality
Ability to work effectively in stressful, high-pressure situations
Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary

Responsibilities

Ensure complete guest satisfaction and follow up on all guest issues and concerns in a timely manner
Lead staff and oversee process of guest check ins, mobile check ins, reservation confirmations, and activating room keys
Coordinate with staff the receival, storage, and delivery of all luggage and packages
Provide local information for shopping, dining, nightlife, and recreational destinations
Empower Front Desk staff to act and resolve guest issues to the best of their ability
Lead staff by example while managing and motivating front desk personnel
Collaborate with other hotel departments as necessary to resolve guest calls, requests, needs, or issues
Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example
Maintain guest confidentiality by ensuring department team members maintain current with all property, company, and brand specified training and information
Participates in employee progressive discipline procedures
Orders operating supplies within budget guidelines
Help maintain retail inventory and communicate with the Corp Retail Director as needed
Respond to guest reviews via Marriott and social channels
Train staff to operate at their best ability, and embody the hotel and Marriotts culture and story
Ensure guest credit is procured and all accounting procedures are followed by Front Desk staff.
Resolve guest accounting issues as needed
Ensures full compliance of Marriott Brand standards and the passing of department Quality Assurance items
Performs all duties at the Front Desk as necessary.
Runs Front Desk shifts whenever necessary.
Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
Other necessary duties as reasonably assigned
Ensure successful performance by assisting guests with an exceptional experience to ensure high performing scores on the GSS (Guest Satisfaction Surveys) according to Marriott and Mainsail/Fenway standards.