Front Office Manager

2 weeks ago

Madison, Alabama, United States Crescent Services Full time
Job Summary

We are seeking a highly skilled and experienced Front Office Manager to join our team at Crescent Services. As a key member of our hotel operations team, you will be responsible for ensuring exceptional guest experiences and driving revenue growth through effective management of the front desk and guest services.

Key Responsibilities
  • Implement company programs and supervise daily front desk operations to maximize revenues and motivate associates.
  • Respond to guest special requests, needs, problems, and concerns, and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
  • Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate.
  • Manage staff and input schedules into UKG, ensuring accurate and timely payroll processing.
  • Remain calm and alert during emergency situations and/or heavy hotel activity, serving as a role model for staff and other employees.
  • Resolve customer complications and complaints by conducting thorough research and determining effective solutions.
  • Make decisions and take action based on previous experience and good judgment, revising approach as needed to accommodate unusual situations.
  • Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
  • Comply with attendance rules and be available to work on a regular basis.
  • Place orders through Birch Street for supplies and complex market items, ensuring timely delivery and effective inventory management.
  • Monitor GXP chats, cases, and Bonvoy arrivals, responding promptly to guest inquiries and resolving issues efficiently.
  • Assist with Medallia responses within Crescent and Brand standards, ensuring timely and effective communication with guests.
  • Monitor and edit missing punches for the complex Guest Service Agent, ensuring accurate and timely payroll processing.
  • Work needed desk shifts during downtimes and/or call-ins, providing exceptional guest service and ensuring seamless hotel operations.
Requirements
  • Ability to communicate in English.
  • Self-starting personality with an even disposition.
  • Maintain a professional appearance and manner at all times.
  • Ability to communicate well with guests, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and collect accurate information and resolve conflicts.
  • Basic mathematical skills and considerable skills in the use of a calculator to prepare moderately complex mathematical calculations without error.
  • Ability to access and accurately input information using a moderately complex computer system.
  • Ability to stand, walk, and continuously perform behind the front desk.
  • Ability to observe and detect signs of emergency situations.
  • Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
  • Ability to establish and maintain effective working relationships with associates, customers, and patrons.
Performance Standards

Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with Crescent staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every Crescent associate is a guest relations ambassador, every working minute of every day.

In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality, and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job, and ask for help whenever you are not sure how to do something.

The safety and security of our guests and associates is of utmost importance to Crescent. Every Crescent associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

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