Front Office Operations Manager
6 days ago
We are seeking a highly skilled and experienced Front Office Operations Manager to join our team at The Westin La Paloma Resort & Spa. 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 to drive revenue growth and improve guest satisfaction.
- Prepare forecasts and reports to assist in the development of the Rooms Division budget.
- Monitor and maintain front office systems and equipment to ensure optimal performance.
- Track guest satisfaction surveys and maximize usage of the guest response tracking system.
- Provide training and development opportunities for entry-level associates and supervisors.
- Develop and implement controls for expense management and labor costs.
- Interview, hire, train, and develop staff members to ensure high levels of customer satisfaction and quality.
- Communicate effectively with staff, guests, and other departments to ensure seamless operations.
- 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.
We offer a comprehensive benefit program that provides choices for your physical, mental, and financial wellness. Our benefits include:
- Competitive Medical and Dental programs through Anthem Blue Cross Blue Shield.
- Vision insurance programs through EyeMed.
- Vacation, Sick, and Vacation programs for time off.
- Supplemental, Spousal, and Child Life insurance.
- Short and Long-Term Disability plans.
- 401(k) Savings Plan with matching funds.
- Discounts through our 'YouDecide' and Hotel Room Discount programs.
We are an equal opportunity employer and welcome applications from diverse candidates.
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