Front Office Manager

4 weeks ago

Minneapolis, United States StepStone Hospitality Inc. Full time
Job DescriptionJob DescriptionDescription:

Responsible for all Hotel Front Office functions and leading, mentoring and coaching staff. Driving guest satisfaction and guest service scores. Developing and implementing standards and procedures and constant service improvement. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to maximize the financial performance of the department and maintain and comply with all brand standards. As FOM you’ll deliver this through managing all aspects of the front office (for example guest registration, business center, telephone services, and guest reservations) You’ll also create the warm atmosphere that makes our guests feel at home in any location. Ensure guests are greeted upon arrival and make time to engage with guests.

  • Regularly conduct Team gatherings for team building opportunities.
  • Respond appropriately to guest Survey's and in house request, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.
  • Build a delightful company culture within the hotel.
  • Scheduling.
  • Ensure your team are properly trained on systems, security, service and quality standards.
    Oversee night audit function.
  • Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.
  • Perform other duties as assigned.
  • Must be able to cover shifts when the front desk staff is short.
  • Leading Hotel Front Desk and Guest Services Teams
  • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
  • Supervises and manages employees.
  • Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
  • Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
  • Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
  • Providing Exceptional Customer Service
  • Coordinates activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
  • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
  • Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations.
  • Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
  • Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
  • Identifies and analyzes departmental operational challenges and facilitates the development of solutions to prevent reoccurrence.
Requirements

FOM will have opportunity to grow into an AGM opportunity. Will need to have one year of leadership in a hotel setting experience. OnQ, Opera PMS preferred. Must have a passion for Hospitality Industry. Must be able to follow direction & adapt to a new environment. Must be willing to get required training certification. Flexibility with schedule is mandatory. At least 2-5 years’ experience in the Hotel / Resort guest services, Hotel / Resort front desk, or related professional area required. Proven track record of success in leading a FD staff and working with Sales and the operating departments in a collaborative manner.

EOE/M/F/V/D

Requirements:


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