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Front Office Manager

2 months ago

Annapolis, Maryland, United States HEI Hospitality LLC Full time
About Us

The Westin Annapolis is a premier downtown hotel that offers a unique blend of luxury and convenience. Our team is dedicated to providing exceptional guest service and creating a welcoming atmosphere for our guests.

Job Summary

We are seeking a highly skilled and experienced Front Office Manager to join our team. The successful candidate will be responsible for ensuring that our guest service standards are met through optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments.

Key Responsibilities
  • Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
  • Implement company and franchise programs.
  • Prepare forecasts and reports and assist in the development of the room's budget.
  • Monitor and maintain the front office systems and equipment to ensure their optimum performance.
  • Track guest satisfaction surveys and maximize usage of the guest response tracking system.
  • Develop and implement controls for expense management. Utilize labor management tools to schedule and control labor costs.
  • Interview, hire, train, develop, resolve problems, provide open communication and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of performance appraisals.
  • Communicate both verbally and in writing to provide clear direction to staff.
  • Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.
  • Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
  • Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
  • Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance.
  • Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.
Requirements
  • Minimum of 2 years Front Desk experience, preferably in leadership role.
  • High School Diploma or equivalent required, Bachelor's degree preferred.
  • Proficient with PMS system.
  • Advanced knowledge of brand's reward program.
  • Able to handle cash and credit transactions.
  • Computer literacy and financial management a must.
  • Able to effectively deal with internal and external customers.
  • General knowledge of local area attractions and transportation.
  • Able to observe and detect signs of emergency situations.
  • Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights.
  • Able to establish and maintain effective working relationships with associates and customers.
  • Able to make sound business decisions and take action quickly based on previous experience and good judgment.
  • Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning.
  • Effective verbal and written communication skills.
Benefits

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness. For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.

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. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.