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Front Office Manager

4 months ago

Columbus, Ohio, United States Franklin Marriott Cool Springs Full time

As Front Office Manager, you would be responsible for directing and administering Front Office operations in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:

Manage all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation.
Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations and delivering recognition and reward.
Monitor and assess service and satisfaction trends, evaluate and address issues and make improvements accordingly.
Ensure compliance with Company standards.
Meet and greet guests and respond to guest inquiries, requests and issues in a timely, friendly and efficient manner and resolves guest concerns.
Initiate and implement up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.
Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
Complete audit procedures, as needed.
Recruit, interview and train team members.
RequirementsWhat are we looking for?MandatoryExcellent communication skills in all aspects: verbal, written and non-verbal.
Professional and appropriate business appearance and presentation.
Ability to maintain a high level of professionalism in all interactions.
A minimum of 2 years of Front Office leadership experience in a full service hotel operation.
Experience of managing people (hourly and salaried) as well as developing people to their potential.
Thorough knowledge of all aspects of Front Office Operations, including Front Office, PBX, Bell/Door, Concierge and Guest Relations.
Flexible work hours to meet the demands of a 24-hour operation.
Must possess excellent guest service and problem resolution skills.
Quality driven with a passion for excellence in guest service and satisfaction.
Approachable, open minded and fair.
Must be able to work in a team and independently on occasions.
Proficient in both verbal and written English language.
Ability to lift up to 20lbs.
Ability to sit and stand for extended periods of time.
Fundamentals

A four-year college degree or equivalent education or experience is required, with two to three years' in a related hotel company position. Discipline-specific hospitality industry and general hotel department knowledge and supervisory experience is expected. Excellent verbal and written English communication skills are required, with a second language helpful. You must be able to handle cash or credit transactions and have Microsoft Office and Excel proficiency. General office equipment and cash register operation knowledge is expected.

Full Service Hotel front office experience required

Marriott PMS and MARSHA experience preferred

BenefitsHotel and other Travel discounts
Medical
Dental
Vision
Life Insurance
Supplemental Insurance
Long/Short Term Disability
401-K
Professional Development Opportunities
Competitive Compensation plus incentives
Source: Hospitality Online