Front Office Manager

2 weeks ago

Ann Arbor, United States Graham Hotel Systems Full time
Job DescriptionJob DescriptionDescription:

The EVEN Hotel is looking for an experienced Front Office Manager. As our Front Office Manager, you will be responsible for driving guest satisfaction at the hotel while overseeing the Front Desk operations. Previous IHG experience is preferred. We offer a generous benefits package and flexible work schedule

Manage the Front Office operations to achieve customer satisfaction, quality service and compliance with policies and procedures while meeting/exceeding financial goals.

Ensure corrective action taken immediately for all guest complaints & requests

Responsible for key control, inventories, and ordering of supplies

Maintain lost & found

Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate.

Monitor and respond to all social media outlets in in a timely and appropriate manner to maintain and increase year over year ranking. Implement company programs and manage the operations of the Front Office (Front Desk, PBX, Bell Stand) to ensure compliance with LSOPs and SOPs and to ensure an optimal level of quality service and hospitality are provided to the hotel customers.

Prepare forecasts and reports and assist in the development, implementation, and monitoring of the budget to maximize revenue and minimize expenses while ensuring adequate supplies and staff are on hand to provide top quality customer service.

Resolve customer complaints, anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.

Interact with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and revenues.

Monitor and maintain the Front Office systems and equipment to ensure optimum performance.

Comply with attendance rules and be available to work on a regular basis.

Uphold high level of guest interaction & satisfaction through leadership & visibility

Perform any other job duties as assigned.

Requirements:

Must have at least one year of management experience in the rooms division of a hotel. Ideal candidate will have 2-5 years of managerial experience over a hotel front desk.

Must have strong leadership skills.

Must have the ability to communicate in English.

Self-starting personality with an even disposition. Must be willing to “pitch-in” and help co- workers with their job duties and be a team player.

Maintain a professional appearance and manner at all times, effectively dealing with customers with high levels of patience, tact and diplomacy.

Strong attention to detail, time management and computer skills.

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