Front Office Manager

24 hours ago

Pensacola, Florida, United States Innisfree Hotels Full time
Job Title: Front Office Manager

Innisfree Hotels is an inclusive workplace that fosters a culture of care where employees genuinely matter, and their voices are heard.

Job Summary:

The Front Office Manager oversees all guest services operations, including Front Desk, Reservations, PBX, Bell staff, and transportation services to ensure quality and guest satisfaction.

Key Responsibilities:
  • Approach all interactions with guests and employees in a friendly and service-oriented manner by maintaining a positive demeanor.
  • Promote a positive and caring work environment by addressing and resolving any conflict in a calm and poised manner.
  • Have an eye for detail and the ability to effectively deal with guests and other departments.
  • Enhance Customer Satisfaction by responding to Guest Feedback, Social Media Reviews, etc.
  • Improve the department financial performance by up-selling and managing room revenue.
  • Manage and motivate the Front Office team to provide a high standard of service.
  • Welcome guests and foster customer loyalty through a friendly manner.
  • Handle any guest complaints or contentious issues that cannot be settled directly by team members and provide a fast solution.
  • Maintain a thorough knowledge of the room locations, types of rooms, package plans, and all hotel facilities/amenities.
  • Take reservations using the hotel reservation system, ensuring maximum occupancy and rates are obtained.
  • Oversee and supervise guest arrivals and departures and ensure that the pricing policy and internal audit procedures are duly applied.
  • Check-in and check-out guests as needed, assign rooms for the day per guest requests and reservation details, assist guests in booking reservations and canceling reservations as needed, process payments for guest bills.
  • Provide quality service to all guests by responding to their requests promptly, efficiently, and courteously during check-in, check-out, and throughout their stay.
  • Minimize loss of revenue by adhering to all established credit and inventory control procedures including retrieving proper approval codes for cash and card paying guests.
  • Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests.
  • Monitor and coordinate group reservations activity with the sales department.
  • Follow up on all tentative bookings and update reservation status.
  • Review no-show and cancelled reservations and process charges according to hotel's policy.
  • Monitor telephone etiquette and general performance of reservations staff daily.
  • Integrate and train employees, providing support for skills development.
  • Ensure that all front desk employees are well-presented (uniforms, personal hygiene, etc.), and punctual.
  • Ensure team members have current knowledge of hotel products, services, facilities, events, pricing, and policies and knowledge of the local area and events.
  • Have a good knowledge of all systems and standard operating procedures of Front Office.
  • Ensure that guest documentation and information is available and up-to-date.
  • Perform any other duties as assigned by management.
Qualifications:
  • Degree or diploma in Hospitality Management, Business Administration, or related field.
  • Minimum 1 year of experience as an Assistant Front Office Manager, Assistant Front Desk Manager, or Front Office Supervisor.
  • Ability to work independently and with minimum supervision.
  • Excellent customer service skills.
  • Ability to read, write, and speak effectively in English in order to communicate with guests and team members.
  • Strong attention to detail.
  • Ability to multi-task.
  • Team player.

Innisfree Hotels will invest in you, if you invest in you. We are a fast-paced, expanding company and we need team members who thrive on challenge, seek responsibility, and value our culture to lead us into the next generation of growth.

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