Assistant Front Office Manager

1 week ago

Orlando, Florida, United States Loews Hotels & Co Full time
Job Summary

We are seeking a highly skilled and experienced Front Office Manager to join our team at Loews Hotels & Co. As a key member of our hotel operations team, you will be responsible for ensuring exceptional guest experiences and providing world-class front desk services.

Key Responsibilities
  • Coordinate the provision of front desk services to hotel guests, ensuring a seamless and welcoming experience.
  • Direct and supervise the front desk team, providing guidance and support to ensure excellent guest service and efficient operations.
  • Monitor and maintain accurate occupancy data, ensuring optimal room revenue management and yield strategies.
  • Liaise with internal teams, including Valet Parking and Concierge, to ensure smooth operations and exceptional guest experiences.
  • Train and develop front desk staff, ensuring they possess the skills and knowledge required to deliver exceptional guest service.
  • Ensure adherence to hotel policies and procedures, including cash handling and credit policies.
  • Monitor and analyze guest feedback, making recommendations for process improvements and enhancements.
  • Collaborate with the VIP Services Manager to coordinate VIP arrivals and departures.
  • Interact with guests to ensure total satisfaction with hotel services, resolving any issues or concerns in a timely and professional manner.
  • Recruit, interview, and train front desk staff, ensuring they meet the hotel's high standards for guest service and operations.
  • Evaluate individual employee performance, determining areas for improvement and providing training and development opportunities.
  • Familiarize yourself with and troubleshoot problems with various hotel systems, including key encoding, call accounting, and electronic data capture.
  • Review and maintain daily payroll reports, ensuring labor costs are within budgetary guidelines.
  • Coordinate hotel participation in corporate marketing programs, ensuring alignment with the hotel's brand and marketing strategies.
  • Monitor occupancy status and maintain accurate records of hourly house counts.
  • Review Group Resumes and Billing Profile information, ensuring communication of necessary information to front desk staff.
  • Oversee the pre-blocking of rooms for VIPs and guests with special requests.
  • Work with Conference Managers and Sales Managers to satisfy special group requests.
  • Pre-register special guests and maintain up-to-date system status.
  • Assist in ensuring the provision of all necessary information and collateral materials to package guests.
  • Assist in ensuring optimal communication and exchange of information with Concierge.
  • Assist in ensuring accurate communication of information to guests regarding hotel facilities and operating hours.
  • Coordinate and oversee group remote check-ins.
  • Ensure the clean and excellent condition of the front drive, lobby, and front desk area.
  • Attend relevant meetings and seminars.
  • Maintain inventories of office supplies.
Requirements
  • Bachelor's degree in Hospitality Management or related field.
  • Minimum five years of hotel operations management experience.
  • Extensive knowledge of all hotel departments.
  • Excellent communication and leadership skills.
  • Strong guest service skills.
  • Knowledge of computer programs used in property management.
  • Ability to work flexible schedules, including weekends and holidays.

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