Mgr Front Office BU EX

Crescent Careers•Burbank, CA

3d•Onsite

About The Position

This position is responsible for interviewing, hiring, training, and managing the performance of Front Office staff. The role involves responding to guest requests, implementing company programs, and supervising daily operations of the Front Desk to maximize revenues and ensure optimal service quality. The manager must remain calm and alert, especially during emergencies, and resolve customer issues by conducting research and finding effective solutions. They are also responsible for authorizing revenue allowances when necessary and performing any other job-related duties as assigned.

Requirements

Ability to communicate in English.
Self-starting personality with an even disposition.
Maintain a professional appearance and manner at all times.
Can communicate well with guests.
Willing to “pitch-in” and help co- workers with their job duties and be a team player.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
Ability to access and accurately input information using a moderately complex computer system.
Ability to stand, walk and continuously perform behind the front desk.
Ability to observe and detect signs of emergency situations.
Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
Ability to establish and effective working relationships with associates, customers and patrons.

Responsibilities

Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
Implement company programs and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
Supervise the Guest Service Agents.
Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees.
Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation.
Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
Comply with attendance rules and be available to work on a regular basis.
Perform any other job related duties as assigned.