Front Office Operations Manager
2 weeks ago
As a Front Office Operations Manager at Grand Pacific Resorts, you will be responsible for overseeing the daily operations of the Guest Services Departments. You will ensure that staff meets hotel standards for maximum guest satisfaction and act as the main contact for guests and other hotel departments in the absence of the Front Office Manager.
About the Role
This is a full-time position with a salary range of $50,000 - $60,000 per year, depending on experience. The ideal candidate will have two to three years of front desk experience and one year of supervisory experience. You will lead by example, ensuring that all work is completed efficiently and according to schedule. You will also assist with training for the departments, direct and assist staff in organizing breaks, and monitor checklists to ensure they are being completed correctly and in a timely fashion.
Key Responsibilities
Ensure Front desk is following established procedures, observe front desk agents, and ensure that established procedures are completed in accordance with policy and procedure. Oversee the completion of training for the departments, direct and assist staff in organizing breaks, and monitor all checklists making sure they are being completed correctly and in a timely fashion. Assist with overseeing the Bell Department in absence of the Captains, check Lounge and ensure open and closed on time as well as operated efficiently. Review current day's expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment. Balance the house and block rooms according to standard, review the daily room availability, and inform staff in Buzz sessions. Make sure all stock for necessary printing is ordered, relay all pertinent information to front desk agents, telecommunications, the following shift supervisor, Night Audit, and the Front Office Manager. Ensure Night Audit is processing all tasks correctly and completely, assist with the Marriott/BONVOY 95% redemptions, track and log all upgrades, call-offs, and guest complaints, assist in new-hire and termination process, pre-screen Guest Services applicants, complete reference checks, new hire paperwork, and all associate paperwork for payroll processing. Complete guest accounting with accuracy and ensure skip accounts are completed in a timely manner, review that cancelation and no-show fees are being completed by night audit, assist with reviewing department invoices and departmental monthly budget.
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