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Front Office Operations Manager

2 months ago

Nashville, Tennessee, United States Dream Nashville Full time

Job Summary:

The Front Office Operations Manager at Dream Nashville is responsible for overseeing the entire Front Office, Reservations, Bell Services, Concierge, and Guest Services departments to ensure compliance with quality standards and consistent application of policies and procedures.

This role manages the day-to-day operation of the Front Office, including running full shifts, managing room inventory, and coordinating arrivals and departures.

Key Responsibilities:

  • Supervise Front Office Team Members: Ensure adherence to hotel policies and standards.
  • Manage and Develop Front Desk Agents and Supervisors: Foster a culture of excellence and provide guidance for career growth.
  • Assist Front Office Team: Collaborate with team members to ensure exceptional guest service.
  • Guest Registration and Check-In/Check-Out: Welcome and register guests, ensuring all necessary information is obtained.
  • Communication and Coordination: Maintain healthy relationships with Housekeeping and Engineering departments to meet guest expectations.
  • Guest Requests and Complaints: Respond promptly and professionally to guest inquiries and resolve issues efficiently.
  • Cash Handling and Billing: Manage cash transactions in accordance with the property's cash handling policy and process guest billing requests.
  • Knowledge and Awareness: Stay up-to-date on hotel culture, amenities, services, local events, and points of interest.
  • Telephone Etiquette: Answer phone calls professionally and assist guests with inquiries and directions.
  • Guest Feedback and Complaint Resolution: Manage and resolve guest complaints and compliments in a courteous and professional manner.
  • Communication and Collaboration: Communicate with departments regarding in-house VIPs and special requests.
  • Leadership and Hospitality: Demonstrate exceptional hospitality skills and serve as a leader in delivering outstanding guest experiences.
  • Additional Responsibilities: Perform other tasks and duties as assigned by management.