Front Desk Operations Manager

4 days ago


Brookline, Massachusetts, United States Claremont Full time

Job Summary:

The Front Desk Manager is responsible for overseeing all aspects of the Front Office department, including operations, planning, budgeting, staffing, and payroll, in accordance with hotel policies and procedures.

Key Responsibilities:

  • Manage and monitor the activities of all employees in the Front Office department, ensuring they adhere to the Seven Principles of Service and hotel guidelines.
  • Act as manager on duty, handling complaints, problem-solving, disturbances, special requests, and other issues that may arise.
  • Inform Front Office staff of daily activities, group and VIP arrivals, and special requests, and ensure that accommodations are made accordingly.
  • Undertake full responsibility for scheduling the department and work a regularly scheduled front desk agent shift.
  • Work closely with the Housekeeping Department to improve guest services and foster cross-departmental communication.
  • Hold monthly department meetings to keep staff informed of all activities in the hotel, reinforce the Seven Principles of Service, and promote a strong team atmosphere and culture.
  • Be aware of and able to enforce all emergency and safety procedures, and ensure staff is fully trained in emergency procedures.

Requirements:

  • High School diploma and one to three years of related experience and/or training, or an equivalent combination of education and experience.
  • College degree preferred.
  • Proficiency in common Windows-based computer programs, including Microsoft Word and Excel.
  • Ability to operate basic office machines, such as copiers, fax machines, and printers.
  • Flexibility in hours and days worked.
  • Strong organizational and time management skills.
  • Excellent communication and interpersonal skills, with the ability to interact with various personalities.
  • Ability to effectively communicate information and respond to questions from groups of managers, coworkers, vendors, and guests.

Benefits:

  • Competitive wages.
  • Medical and dental insurance.
  • Flex spending account.
  • Long-term disability.
  • 401(k) retirement plan with employer match.
  • Vacation.
  • Holiday pay.

Claremont Companies is an equal opportunity employer.



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