El Paso Doubletree Front Office Manager
2 weeks ago
The Front Office Manager directs and controls operation of the front office and coordinates
activities to obtain optimal room occupancy, revenue and guest satisfaction. The Front Office
Manager oversees all activities in the front office to ensure high guest service standards are met,
as well as accuracy in all phases of the operation.
Core Responsibilities:
- Anticipate guest needs, respond promptly and acknowledge all guests, maintaining positive guest relations at all times. Greet and communicate cordially with guests, promptly and professionally checking them in and out of the hotel.
- Ensure proper staffing levels of front office associates, including interviewing, hiring, supervising, training and scheduling front desk agents, front office supervisors, guest service aides/bell staff, concierge staff and PBX operators.
- Resolve guest complaints, ensuring guest satisfaction in each interaction. Manage guest resolution process to include investigation of situation and creative problem solving to ensure guest is satisfied with outcome.
- Ensure proper staffing levels of front office associates, including interviewing, hiring,
supervising, training and scheduling front desk agents, front office supervisors, guest
service aides/bell staff, concierge staff and PBX operators. - Have complete understanding of Front Office staff's job descriptions and duties and be
able to perform duties at any given time. - Manage guest resolution process to include investigation of situation and creative
problem solving to ensure guest is satisfied with outcome. - Accurately manage and operate the MICROS system at the front office, including all
daily transactions and those which are not performed often. - Communicate with Housekeeping and Engineering Departments regarding guest rooms,
requests and maintenance requests/needs. - Assist the General Manager by handling special requests, group blocking and unusual
circumstances. - Guide occupancy for maximum yield management of the hotel.
- Greet and communicate cordially with guests, promptly and professionally checking
them in and out of the hotel. - Accurately manage cash handling, including receiving cash, checks and credit card
information from guests for payment of hotel charges and making change correctly. - Perform other duties as assigned.
- High work ethic and self-initiative
- Proven experience with strong customer service skills
- Regular attendance according to established guidelines
- May be required to work varying schedules to reflect the business needs of the property
- Focus and maintain attention to tasks, and complete work assignments on time despite
frequent interruptions - Use arithmetic to accurately check totals and make correct change.
- Efficiently and accurately operate a computer.
- Ability to maintain excellent relationships with staff and maintain staff and guest
confidentiality at all times
- Stand, sit and walk for varying lengths of time, often long periods of time
- Lift approximately fifty (50) pounds of guest luggage or supplies on and off a cart, using
safe lifting techniques - Push and pull carts weighing up to one hundred (100) pounds
- Good communication skills, both written and verbal, with guests and associates,
including the abilities to give directions, instructions, information, answer questions and
provide service required. - Grasping, writing, standing, sitting, walking, repetitive motions, pulling, pushing,
listening and hearing ability and visual ability - Know and be able to administer first aid
- Direct evacuations in an emergency
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