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Front Office Operations Manager

2 months ago

Houston Texas, United States The Laura Hotel Full time
About The Laura Hotel

The Laura Hotel is a premier hospitality destination in Downtown Houston, known for its exceptional service and commitment to excellence. As a Front Office Operations Manager, you will play a critical role in ensuring that our guests receive the highest level of service and satisfaction.

Key Responsibilities
  • Ensure efficient guest registration, checkout, and telephone service, while maintaining brand standards.
  • Implement company and franchise programs to drive revenue growth and improve guest satisfaction.
  • Prepare forecasts and reports to inform budgeting and decision-making.
  • Monitor and maintain front office systems and equipment to ensure optimal performance.
  • Track guest satisfaction surveys and utilize the guest response tracking system to identify areas for improvement.
  • Develop and implement controls for expense management and labor costs.
  • Interview, hire, train, and develop staff members to ensure a high-performing team.
  • Communicate effectively with staff, guests, and other departments to ensure seamless operations.
  • Ensure compliance with front office, guest service, and PBX standard operating procedures and policies.
  • Coordinate activities with other hotel departments to facilitate increased levels of communication and guest satisfaction.
Requirements
  • Minimum of 2 years Front Desk experience, preferably in a leadership role.
  • High School Diploma or equivalent required, Bachelor's degree preferred.
  • Proficient with PMS system and advanced knowledge of brand's reward program.
  • Able to handle cash and credit transactions, and possess computer literacy and financial management skills.
  • Effective communication and interpersonal skills, with the ability to deal with internal and external customers.
  • General knowledge of local area attractions and transportation.
  • Able to observe and detect signs of emergency situations, and remain calm and alert during emergency situations and/or heavy hotel activity.
Benefits

The Laura Hotel offers a comprehensive benefit program that includes competitive Medical and Dental programs, Vision insurance, Vacation, Sick and Vacation programs, pet insurance, and a 401(k) Savings Plan with matching funds. We also offer discounts through our 'YouDecide' and Hotel Room Discount programs.