Front Office Manager Lead

3 weeks ago


Nashville, Tennessee, United States Spire Hospitality Full time
Job Overview:
At Spire Hospitality, we are seeking a skilled Front Office Manager Lead to join our team. As a key member of our front office operations, you will be responsible for ensuring seamless guest experiences throughout their stay. With a focus on exceptional service and attention to detail, you will warmly welcome guests and provide personalized support to ensure their needs are met.

About the Role:
This is an exciting opportunity to work with a dynamic team in a fast-paced environment. You will have the chance to develop your skills and expertise in front office management, working closely with other departments to drive business growth and improve customer satisfaction. If you are passionate about delivering outstanding hospitality experiences, this could be the perfect role for you

Key Responsibilities:
* Warmly welcome guests and provide exceptional service throughout their stay
* Review VIP reservations, amenity orders, and resumes for incoming and in-house guests
* Update the computer system by inputting inventory and non-inventory groups
* Control the suite book to ensure suites and special blocks are handled correctly
* Compute daily payroll, schedules, and other reports
* Analyze data and make decisions based on previous experience and knowledge of circumstances to prepare daily forecast of expected arrivals and departures
* Perform front desk supervisor duties as required
* Handle cash, make change, balance, and assign house bank
* Count cash and other methods of payment at the end of the shift to verify and balance the house bank
* Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues
* Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results
* Plan and implement detailed steps using experienced judgment and discretion
* Communicate effectively both verbally and in writing to provide clear direction to staff
* Observe performance and encourage improvement
* Administration of disciplinary procedures
* Monitor lobby traffic and make staffing adjustments accordingly
* Provide safety deposit boxes for guests by escorting them to the vault, pulling the box from the vault, and carrying it to the customer
* File access slips in room order
* Prepare weekly forecast expected arrivals and departures
* Perform the duties of Guest Service Agent, Reservation Agent, and Telephone Operator in a friendly and courteous manner to ensure guest satisfaction

Requirements:
* Ability to effectively deal with guests, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and collect accurate information and resolve conflicts
* Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error
* Ability to listen effectively and to speak English clearly to communicate with customers and employees and prepare written complex reports of room availability and revenues generated
* Hearing and visual ability to observe and detect signs of emergency situations and to access and accurately input information using a moderately complex computer system
* Ability to lift and transport metal deposit boxes weighing up to 15lbs
* Ability to analyze information and make effective judgments

Estimated Salary:$55,000 - $65,000 per year, depending on experience.

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