Mgr Front Office

Sage Hospitality • Detroit, MI

396d

About The Position

The Front Office Manager at Shinola Hotel is responsible for creating memorable experiences for guests and associates. This role involves overseeing the daily operations of the front desk, ensuring guest satisfaction, and managing the Guest Services personnel. The position requires a commitment to quality service and the ability to foster a positive environment for both guests and staff.

Requirements

• High school diploma or GED.
• Minimum two years of experience as a front desk supervisor or four years in front office hotel work.
• Understanding of hotel front office procedures and guest services.
• Knowledge of cash handling procedures and computerized cash register systems.
• Fluency in oral and written English.
• Strong customer service skills and ability to handle stressful situations.
• Excellent organizational skills and attention to detail.

Nice To Haves

• Experience in hotel management software (Fosse)
• Previous experience in a luxury hotel environment.

Responsibilities

• Greet and complete established check-in procedures for arriving guests.
• Facilitate guest departure (check-out) and ensure guest satisfaction.
• Ensure accurate cash handling and maintain hotel records.
• Answer inquiries and accept reservations, using suggestive selling techniques.
• Maintain good guest relations by staying informed about in-house and area functions.
• Operate PBX equipment for incoming and outgoing calls.
• Control cash transactions and maintain personal bank responsibility.
• Maintain a friendly and courteous demeanor at all times.
• Assist the Assistant General Manager with performance evaluations and discipline.
• Coordinate guest service efforts for group arrivals and departures.
• Provide information and assist staff in recommending local attractions.
• Order supplies and maintain inventory control.
• Follow up on guest complaints to ensure quality experiences.
• Implement emergency training and procedures for guest and staff safety.
• Provide weekly schedules for Front Office Associates and manage call-offs.
• Ensure proper communication to subordinates regarding hotel activities.
• Train new hires on hotel operations and systems.
• Motivate the department and ensure daily tasks are completed.
• Assist other employees and departments for overall hotel performance.
• Represent the front desk at Safety Committee Meetings.

Benefits

• Unlimited paid time off
• Medical, dental, and vision insurance
• 401(k) program with employer matching
• Health savings and flexible spending accounts
• Basic Life and AD&D insurance
• Company-paid short-term disability
• Employee Assistance Program
• Discounts on hotels, restaurants, and more
• Employee Referral Bonus Program up to $1,000 per referral.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Accommodation
• Education Level: High school or GED