Front Office Manager
3 weeks ago
We are seeking a highly skilled and experienced Front Office Manager to join our team at The Yarrow Group. As a Front Office Manager, you will be responsible for leading the front desk team and ensuring that all aspects of the guest experience are met with exceptional service and quality.
Key Responsibilities:- Lead and manage the front desk team to deliver exceptional guest service and quality.
- Monitor and maintain high standards of internal and external service, embracing the Marriott Brand service culture.
- Oversee the front desk operations, including reservations, check-ins, check-outs, upgrades, room moves, billing, and guest follow-up.
- Manage front desk team scheduling, labor, payroll, training, performance management, hiring, and terminating.
- Assist in budgeting and monthly planning, ensuring adherence to staffing and budget guidelines.
- Complete inventory and ordering of office supplies to maintain established par stocks.
- Ensure all Brand and service standards are met and adhered to, resolving guest complaints within guidelines.
- Work seamlessly and communicate clearly cross-departmentally, promptly answering telephone and email inquiries.
- Complete the registration process, inputting and retrieving information from a computer system, confirming pertinent information, and making appropriate selections of rooms based on guest needs.
- Monitor guest accounts and room inventory, aligned with the culture, values, goals, and human resource programs of the Marriott Brand.
- Maintain a professional appearance and attitude at all times, comfortable using Property Management Systems and other pertinent software.
- Greet customers immediately with a friendly and sincere welcome, using a positive and clear speaking voice, listening to understand requests, responding with appropriate action, and providing accurate information.
- Monitor and track Bonvoy Member and VIP pre-arrival communication, arrival experience, in-house communication, departure, and post-travel communication.
- Assist in development and implementation of best practices, policies, and procedures for Front Desk team.
- Educated and familiar with local and area recreational, dining, and cultural activities and attractions.
- Maintain a clean, neat, and organized workstation and lobby area, following safety and emergency guidelines, policies, and procedures.
- Complete and approve all manual adjustments to revenue, overseeing operation, inventory, and pricing at Lobby Market retail shop.
- Oversee lost and found operations, including inventory management, guest outreach, and shipping.
- Complete miscellaneous tasks as assigned.
- 5 years of progressive leadership experience in Front Desk/Guest Services.
- Strong background of customer service experience.
- Proven track record in resolving guest problems and expediting solutions.
- Understand daily hotel operations.
- Must read, write, and speak the English language effectively.
- Flexible schedule during high business volumes, including weekends, evenings, and holidays.
- Possesses basic math skills.
- Ability to effectively manage internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Short Term & Long Term Disability
- Training & Development
- Wellness Resources
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