Front Office Manager

2 weeks ago

Dallas, Texas, United States Holiday Inn Express & Suites North Dallas at Preston Full time

Our Front Office Manager will not only provide excellent guest service but will lead a team of service rockstars Supervises the Front Desk, Reservations, Bell Desk, and Guest Services to ensure the highest standard of courteous service is met.

The individual must possess the following knowledge, skills, and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.
Ability to effectively deal with guests, 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 skills in the use of a calculator to prepare moderately complex mathematical calculations without error
Ability to listen effectively and to speak English clearly to communicate with customers and employees and prepare written complex reports of room availability and revenues generated
Hearing and visual ability to observe and detect signs of emergency situations and to access and accurately input information using a moderately complex computer system
Ability to analyze information and make effective judgments
DUTIES AND RESPONSIBILITIES:Directs and supervises the operational activities of the hotel's front office within the hotel
Communicate effectively, both verbally and in writing to provide clear direction in assigning, training, and instructing front office staff in details of work.
Review VIP reservations, amenity orders, and resumes for incoming and in-house guests
Update the computer system by inputting inventory and non-inventory groups
Control the Suite book to ensure suites and special blocks are handled correctly
Communicate with other departments to ensure proper handling of guests and groups
Maintain contact with property Reservations Service at all times regarding special requests, etc.,
Perform Front Desk supervisor duties, such as handling of guest complaints
Accept and record vouchers, traveler's checks, and other forms of payment
Remain calm and alert, especially during emergency and/or heavy hotel activity
Resolve complications such as location changes or credit issues
Field guest complaints, conducting through research to develop the most effective solutions and negotiate results
Plan and implement detailed steps by using experienced judgment and discretion
Communicate effectively both verbally and in writing to provide clear direction to staff
Observe performance and encourage improvement
Administration of disciplinary procedures
Source: Hospitality Online

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