Front Office Manager

4 weeks ago

Washington, United States The Darcy Full time
Job Description

I. Job Summary
Often the first and last contact for our guests, the Front Office Manager is a critical link to guest satisfaction. Responsibilities include supervising staff, welcoming guests, processing registration and check-out, anticipating guest needs and meeting or exceeding those needs, responding to and resolving guest inquires and complaints, coordinating with other departments to ensure guests feel well-cared for and valued. This person should be very comfortable interacting with guests and potential clients in a highly professional manner.

II. Job Responsibilities

Staff Supervision
* Assists Resort Manager in managing the staffing of positions including front desk, bell station and gate.
* Assist Resort Manager in training, motivating and inspiring staff to apply guest service standards and policies that will distinguish Cheeca from the competition.
* Attend and/or conduct team briefings as needed.

Guest Communication
* Maintain a personal demeanor that is friendly, cheerful and courteous at all times.
* Greet guests by name.
* Ensure that all guests feel welcomed to the property.
* Register guests and assign rooms.
* Conduct check-out processes.
* Generate reservations for restaurant, transportation or hotel/resort amenities.
* Ensure guest satisfaction by responding to guest inquiries with accurate information and a positive attitude.
* Answer inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment, and travel directions.
* Respond to phone calls, and retrieve guest mail, faxes and packages.
* Promote hotel amenities and services to guests using personal knowledge and effective selling techniques.
* Welcome and effectively resolve guest questions, issues and complaints with supervisor assistance as needed.
* Provide constant and consistent communication with other departments and supervisors/managers in order to ensure guest satisfaction.
* Attend team briefings.

Financial Transactions
* Handle cash, credit card, currency conversions and other financial transactions.
* Post charges such as room, food, liquor or telephone to ledger.
* Compute or adjust bill, collect payment, and make change for guests.

Performs other duties as assigned.

Source: Hospitality Online

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