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Front Office Operations Manager
2 months ago
Welcome to The Westin La Paloma Resort & Spa, a 250-acre desert oasis nestled in the foothills of Tucson's Santa Catalina Mountains. Our resort features 487 rooms and 60,000 square feet of meeting space, making us a premier destination for business and leisure travelers alike.
Job SummaryWe are seeking a highly skilled and experienced Front Office Operations Manager to join our team. As a key member of our Front Office team, you will be responsible for ensuring seamless guest experiences, efficient operations, and exceptional customer service.
Key Responsibilities- Manage front office operations to achieve customer satisfaction, quality service, and compliance with corporate policies and procedures.
- Ensure efficient guest registration, checkout, and telephone service, while maintaining brand standards.
- Implement company and franchise programs, prepare forecasts and reports, and assist in developing the Rooms Division budget.
- Monitor and maintain front office systems and equipment, track guest satisfaction surveys, and maximize usage of the guest response tracking system.
- Provide training for entry-level associates and supervisors, develop and implement controls for expense management, and utilize labor management tools to schedule and control labor costs.
- Interview, hire, train, develop, and resolve problems with staff members, ensuring timely completion of performance appraisals.
- Communicate effectively with customers and staff, ensuring a high level of customer satisfaction and quality.
- Ensure compliance with front office, guest service, and PBX standard operating procedures and policies.
- Minimum 1 year of front desk experience.
- High School diploma or equivalent required.
- Hotel experience preferred.
- Proficient with PMS system and computer literacy a must.
- Advanced knowledge of brand's reward program.
- Able to handle cash and credit transactions.
- Maintain a professional appearance and manner at all times.
- Communicate well with guests.
- Must possess thorough knowledge of all front office operations and individual job requirements.
- Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy.
- Able to manage multiple tasks at all times and have excellent organizational skills.
- General knowledge of local area attractions and transportation.
- Must be able to stand up for 4 or more hours at a time with or without reasonable accommodation.
- Able to observe and detect signs of emergency situations.
- Able to establish and maintain effective working relationships with associates and customers.
- Able to remain calm and alert during emergency situations and/or heavy hotel activity.
- Effective verbal and written communication skills.
HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental, and financial wellness. Our benefits include competitive Medical and Dental programs, Vision insurance, Vacation, Sick, and Vacation programs, Supplemental, Spousal, and Child Life insurance, Short and Long-Term Disability plans, and a 401(k) Savings Plan with matching funds.
We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them. HEI Hotels and Resorts is an equal opportunity employer, committed to building a diverse and inclusive workplace.
