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Front Office Manager

2 months ago

Fairfield, United States Delamar Hotel Collection Full time

Delamar-Luxury hotel in Fairfield CT is seeking an experienced Front Office Manager to join its team.


RESPONSIBILITIES:

  • Prepare daily morning reports and present the reports to the general manager and department managers
  • Supervise and delegate tasks to the front office team while communicating with various hotel departments making sure shifts run smoothly
  • Promote the business and brand by providing a high level of customer service at all times
  • Answer and direct phone calls to the applicable department
  • Review employee hours and resolve timecard issues in PayCom
  • Interact professionally and efficiently with the various hotel departments
  • Prioritize and multitask
  • Assign and block rooms for arriving guests, while being attentive to guests’ preferences and requests
  • Treat all employees and guests with respect and fairness
  • Follow and implement good ethical standards
  • Incorporate problem thinking skills
  • Protects guests’ confidentiality
  • Support team members by recognizing and rewarding collaboration, cooperation, and activities contributing to the hotel’s success
  • Consider and collaborate actions and decisions on other departments
  • Create guests’ reservations, check-in arriving guests, as well as check guests out
  • Respond to e-mails in a timely manner
  • Train and mentor, the front office and front service departments, adhering to all established standards and procedures while teaching exceptional customer service
  • Create the front office schedule in accordance with the needs of the corporation’s demands
  • Prepare and present 90 day and annual reviews to employees
  • Handle guests’ complaints patiently and proactively
  • Resolve guest issues and provide follow-ups
  • Attend managers and all other scheduled meetings
  • Support the front office and front service departments with training and questions
  • Ensure that all guests' payment methods are set accordingly to avoid disputes
  • Direct to Director of Operations daily and available to assist with given tasks
  • Prepare and distribute end of the month reports to accounting
  • Collaborate with the purchasing agent to ensure all departmental supply levels are maintained according to hotel occupancy


Qualifications

  • Office Administration and Front Office skills
  • Customer Satisfaction and Customer Service experience
  • Strong communication skills
  • Experience in PMS Opera preferred
  • Excellent organizational abilities
  • Problem-solving and decision-making skills
  • Attention to detail and multitasking capabilities
  • Previous experience in a hospitality or hotel setting is desirable
  • Bachelor's degree in Hospitality Management or related field is a plus