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Front Office Manager
4 months ago
The Front Office Manager's primary role is to ensure high quality service and leadership for the Front of House operations. This individual is responsible for oversight and leadership of the Front Desk team and providing support for all operations. The individual will be well versed in Front Office operations to assist the Agents with guest concerns and overall guest service. The Front Office Manager will also act as a Manager on Duty during some of their shifts.Job Responsibilities
Responsible for the adherence and enforcement of all Hotel policies and procedures
Responsible for maintaining the highest levels of professionalism and decorum amongst all the staff
Monitor inventory control and ordering procedures for Front Office and guest supplies
Oversee Front Desk Agent scheduling and requests
Perform coaching and counseling of all Front Desk Agents, Night Auditors and PBX operators as needed to enforce standards
Creates a comprehensive training program instilling a culture of service and follow through
Acts as a liaison between the Front Office and the Reservations/Sales team
Is intimately involved in troubleshooting and drilling down to determine and eliminate guest issues
Handle any guest complaint or issue in a professional manner
Complete a daily MOD Report to communicate guest opportunities and other information
Assist the Front Desk with all aspects of operations including check-in and check-out process
Review all potential safety and security issues and implement corrective action steps
Responsible for knowing all emergency procedures
Conduct walk-throughs of the property at a minimum of twice per day
Coach associates how to resolve and de-escalate conflicts
Assists in welcoming and escorting VIP's and other guests
Work closely with Housekeeping, Engineering, Catering and Sales to assure groups and special functions are handled smoothlyJob Qualifications
3 years' experience as a Guest Service Supervisor or Manager in a luxury, boutique, lifestyle property.
Management experience required
Front Office Accounting experience
Proficiency in Microsoft applications is required
Verifiable record improving guest service and satisfaction
Ability to work a flexible schedule and be able to work weekends and holidaysJob Description
The Front Office Manager's primary role is to ensure high quality service and leadership for the Front of House operations. This individual is responsible for oversight and leadership of the Front Desk team and providing support for all operations. The individual will be well versed in Front Office operations to assist the Agents with guest concerns and overall guest service. The Front Office Manager will also act as a Manager on Duty during some of their shifts.Job Responsibilities
Responsible for the adherence and enforcement of all Hotel policies and procedures
Responsible for maintaining the highest levels of professionalism and decorum amongst all the staff
Monitor inventory control and ordering procedures for Front Office and guest supplies
Oversee Front Desk Agent scheduling and requests
Perform coaching and counseling of all Front Desk Agents, Night Auditors and PBX operators as needed to enforce standards
Creates a comprehensive training program instilling a culture of service and follow through
Acts as a liaison between the Front Office and the Reservations/Sales team
Is intimately involved in troubleshooting and drilling down to determine and eliminate guest issues
Handle any guest complaint or issue in a professional manner
Complete a daily MOD Report to communicate guest opportunities and other information
Assist the Front Desk with all aspects of operations including check-in and check-out process
Review all potential safety and security issues and implement corrective action steps
Responsible for knowing all emergency procedures
Conduct walk-throughs of the property at a minimum of twice per day
Coach associates how to resolve and de-escalate conflicts
Assists in welcoming and escorting VIP's and other guests
Work closely with Housekeeping, Engineering, Catering and Sales to assure groups and special functions are handled smoothlyJob Qualifications
3 years' experience as a Guest Service Agent, Supervisor or Manager
Management experience required
Front Office Accounting experience
Proficiency in Microsoft applications is required
Verifiable record improving guest service and satisfaction
Ability to work a flexible schedule and be able to work weekends and holidays
Source: Hospitality Online
