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Front Office Manager

1 month ago

Newark, United States Holiday Inn Full time

Seeking a Front Office Manager who exhibits passion for the hospitality industry, has strong interpersonal, problem resolution, and communication skills with commitment to foster excellence and growth in a workplace environment. This environment is centered around creating memorable guest experiences, to achieve customer satisfaction, quality service and compliance with brand standards corporate/franchiser policies and procedures while meeting/exceeding financial goals.

**RESPONSIBILITIES**
- Manage the day-to-day operations of Front Office - Front Desk, Transportation, to ensure compliance with Front Office policies, standards, and procedures and to ascertain optimal level of quality service and hospitality are provided to the hotel customers.
- Understanding employee positions well enough to perform duties in employees' absence.
- Encourages and builds mutual trust, respect, and cooperation among team members to build and maintain open, collaborative relationships.
- Ability to recognize, coach & counsel, as well as train & develop incumbent and new hires. Provides feedback to employees based on observation of service behaviors.
- Displays outstanding hospitality and service recovery skills. Empowers employees to communicate, make decisions and take action when necessary.
- Provides services that are above and beyond for customer satisfaction and retention.
- Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
- Develops specific goals and plans of prioritize, organize, and accomplish work goals.
- Communicates a clear and consistent message regarding the Front Office goals to produce desired results.
- Works in collaboration with other departments - Housekeeping, Engineering, and Sales.
- Prepare forecasts and reports and assist in the development, implement, and monitor the budget to maximize revenue and minimize expenses while ensuring adequate supplies and staff are on hand to provide top quality customer service.
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Informs and/or updates the Executives Committee, and departments on relevant information in a timely manner. Participates in department meetings.
- Participates in department meetings.
- Functions in place of the DOO, and GM in their absence.

**REQUIREMENTS**
- 3 years’ experience is mandatory or better. **Experience working in a union environment a plus.**:

- Opera experience is a must.
- Strong capabilities to work in a heavy volume environment.
- Flexibility with schedules, must have availability to work weekends and holidays.
- Cash and credit card handling experience.
- MS Office proficient.
- Problem resolution capabilities.
- Ability to always maintain professionalism.
- Strong verbal & written communication skills.

**Important Note**: The Position detailed in this Description is not limited to the functions listed. You may be required to perform additional reasonable duties according to business needs.

Pay: $50,000.00 - $55,000.00 per year

**Benefits**:

- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance

Schedule:

- Day shift
- Evening shift
- Holidays
- Monday to Friday
- Morning shift
- Night shift
- Weekends as needed

Work setting:

- In-person

People with a criminal record are encouraged to apply

**Experience**:

- Front Office Management: 3 years (required)

Ability to Commute:

- Newark, NJ 07114 (required)

Work Location: In person

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