Front Office Operations Manager

6 days ago


Tucson Arizona, United States The Westin La Paloma Resort & Spa Full time
Job Summary

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.
Requirements
  • 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.
Benefits

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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