Front Office Manager

2 months ago


Huntsville, Alabama, United States Crescent Services Full time
Job Summary

We are seeking a highly skilled and experienced Front Office Manager to join our team at Crescent Services. As a key member of our hotel operations, you will be responsible for ensuring exceptional guest experiences and driving revenue growth.

Key Responsibilities
  • Guest Services: Implement company programs and supervise the daily operations of the Front Desk to comply with standard operating procedures (SOPS) and maximize revenues.
  • Customer Relations: Respond to guest requests, needs, and concerns, and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
  • Staff Management: Interview, hire, train, and recommend performance evaluations, resolve problems, and provide open communication and discipline when necessary.
  • Operations: Manage staff, input schedules into the UKG system, and remain calm and alert during emergency situations.
  • Revenue Management: Authorize revenue allowances to remedy problems and make decisions based on previous experience and good judgment.
  • Attendance and Punctuality: Comply with attendance rules and be available to work on a regular basis.
  • Supply Chain Management: Place orders through Birch Street for supplies and complex market items.
  • Monitoring and Reporting: Monitor GXP chats, cases, and Bonvoy arrivals, and assist with Medallia responses within Crescent and Brand standards.
  • Guest Service Agent Support: Monitor and edit missing punches for the complex Guest Service Agent.
  • Ad Hoc Tasks: Perform any other job-related duties as assigned.
Requirements
  • Communication Skills: Ability to communicate in English and effectively deal with internal and external customers.
  • Teamwork and Adaptability: Self-starting personality with an even disposition, and ability to work well with others and adapt to change.
  • Problem-Solving and Decision-Making: Ability to solve routine problems and make decisions based on previous experience and good judgment.
  • Mathematical Skills: Basic mathematical skills and ability to access and accurately input information using a moderately complex computer system.
  • Physical Demands: Ability to stand, walk, and continuously perform behind the front desk.
  • Customer Focus: Treat all guests and associates with courtesy and respect, and maintain a positive guest and associate experience.
  • Safety and Security: Adhere to hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, and reporting safety hazards and safety concerns.


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