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Front Office Manager
2 months ago
We are seeking a highly skilled and experienced Front Office Manager to join our team at TradeWinds Island Resort. As a key member of our management team, you will be responsible for leading the front office department and ensuring exceptional guest service.
Key Responsibilities- Manage the day-to-day operations of the front office, including supervising a team of up to 20 individuals with multiple job descriptions.
- Work closely with Sales and Reservations to fulfill special requests for groups and VIPs.
- Assist with guest reception, respond to social media feedback, and follow up with guests and team members.
- Communicate effectively and genuinely with guests, team members, and other departments.
- Assist and lead guest service training initiatives within the front office department.
- Maintain a friendly and caring demeanor in a fast-paced environment.
- Maintain a professional image at all times, adhering to hotel and company guidelines for appearance and dress.
- Demonstrate teamwork by cooperating and assisting colleagues as needed.
- Provide all Front Desk Assistant job duties, including registering guests, using up-selling techniques, and preparing for group check-ins and check-outs.
- Maintain and update all guest profiles.
- Review daily and future reservations to accommodate special requests and make amenity cards.
- Work with new hires for FD training and interview, hire, and train guest services agents.
- Become informed of events and functions in the hotel during shifts.
- Maintain a house bank and keep an accurate report of daily receipts and deposits.
- Understand basic financial data and information.
- Find guest-centric solutions.
- Promote hotel services, facilities, and outlets, providing guests with information on local attractions and directions.
- Take or assist with reservations.
- Resolve guest complaints to the satisfaction of the customer.
- Be intuitive to guest needs, anticipate needs in job performance, and be proactive instead of reactive.
- Respond quickly to all guest requests in a caring, friendly, and professional manner.
- Maintain a good relationship with repeat guests and their special requests.
- Supervise a shift when needed.
- Work closely with Sales and their VIP Clients.
- Stay current with developments in the hotel by reviewing the communication log book each shift.
- Assist in all emergency procedures as required.
- Attend all mandatory meetings and training classes.
- Have knowledge of the names, titles, and positions of key people within the hotel.
- Have knowledge of the hotel's surrounding area, including pharmacies, theaters, public transportation, retail, and restaurants.
- Complete all checklists as assigned.
- Strong aptitude for attaining guest satisfaction.
- Ability to manage multiple tasks quickly and efficiently while taking ownership of actions.
- Previous experience in a guest service management role, preferably in a resort setting.
- Proven proficiency in Visual One or other PMS.
- Previous experience in resort front office management.
- Knowledge of the St. Pete Beach area is a plus.
