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Front Office Manager
2 months ago
YOUR NEXT DESTINATION AWAITS
Careers at Commonwealth Lodging
Top Notch Talent + World Class Hospitality
We take a proactive, hands-on approach to hotel management. Our team boasts extensive experience in all areas of hospitality management.
Core Values: Team First, Own It, Relationship Oriented, Professionalism, Integrity/Honesty
POSITION OVERVIEW: The position involves high guest contact and presents the first point of contact for all of our guests. The Front Office Manager is responsible for. Working to resolve guest challenges, ensuring guest satisfaction. Manages front office operations to ensure profitability, cost control, and guest satisfaction. Oversees room reservations, front office systems, supplies inventory, forecasting, and department budget to maximize revenue. Training, scheduling, and evaluations of all Front Office staff. Conducts regularly scheduled meetings of front office personnel. Upholds the hotel's commitment to hospitality.
QUALIFICATIONS, EDUCATION & EXPERIENCE:
- High School Graduate or General Education Degree (GED): or Work Equivalent. College degree preferred.
- Computer skills required. Familiarity with Microsoft Office preferred. Experience with hotel systems is preferred.
- Minimum of 1-2 years of experience in customer service management position, hotel management experience preferred.
- Able to solve problems and make sound business decisions.
- Yield management experience.
- Effective business writing skills.
- Good understanding of the English language.
- Good communication skills both written and verbal.
- Endure various physical movements throughout the work areas.
- Satisfactorily communicate with guests, management and co-workers to their understanding.
- Must be able to stand and exert well-paced mobility for up to 8-hours in length.
- Must be willing and have the ability to work a varied schedule that includes nights, weekends and holidays.
- Knowledge of the local area
- Ability to suggestively sell.
Responsibilities:
- Maintain positive guest relations at all times. Work to resolve guest complaints, ensuring guest satisfaction.
- Communicate effectively with guests as well as team members
- Maintain knowledge of all hotel features/services, hours of operation, room rates, special packages and promotions, daily house count and expected arrivals/departures and scheduled daily group activities.
- Be familiar with all local attractions/activities to respond to guest inquiries accurately.
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
- Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
- Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
- Monitor communication logs and ensure that guest requests are followed up within minutes.
- Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
- Ensure security of guest room access.
- Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
- Ensure that all VIPs are pre-registered according to standards. Monitor VIP arrivals; greet and escort them to their room.
- Print special requests report and block according to specifications.
- Balance room types daily.
- Print credit check report and review status of each account. Follow up on accounts beyond approved credit limits.
- Review resumes for arriving groups; organize and coordinate master accounts and check-in/ pre-registration procedures.
- Coordinate delivery time of amenities with Room Service, ensuring timely delivery.
- Department orientation with new hires. Conduct ongoing training with existing staff.
- Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees.
- Foster and promote a cooperative working climate, maximizing productivity and employee morale.
- Review status of assignments and any follow-up action with on-coming Supervisor.
- Assist in strategizing control of room inventory to maximize revenues.
- Maintain guest confidentiality at all times.
- Assists in handling emergencies in order to protect our guest and associates, and preserve the building and its systems during the emergency. Must act as quickly and responsibly as possible to return the building to its normal operating status.
- Responsible for knowing and abiding by all department, Commonwealth Lodging Management and hotel policies and procedures. As well as the brand standards, policies and procedures
