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Front Office Operations Manager

2 months ago

Anchorage, Alaska, United States Crestview Management, LLC Full time
Job Summary

The Assistant Front Office Manager is a key member of our front office team, responsible for ensuring seamless guest experiences and efficient operations. This role involves supervising front desk staff, managing daily operations, and providing exceptional customer service.

Key Responsibilities:
  • Front Desk Operations: Assist in managing daily front desk activities, including supervising staff, coordinating shift schedules, and ensuring the smooth functioning of all front office activities.
  • Guest Relations: Act as a primary point of contact for guests, addressing their needs, resolving complaints, and ensuring a positive guest experience. Provide exceptional service to VIP guests and loyalty program members.
  • Staff Management: Train, mentor, and support front desk staff, ensuring they have the tools and knowledge necessary to perform their duties effectively. Provide regular feedback and conduct performance evaluations.
  • Reservations and Revenue Management: Assist in managing room reservations and inventory. Work closely with the reservations team to maximize room occupancy and revenue. Monitor daily room availability and forecast future room demand.
  • Financial Responsibilities: Assist in managing the front office budget, including monitoring expenses, processing payments, and maintaining accurate records. Ensure proper cash handling procedures are followed.
  • Reporting: Prepare and review daily, weekly, and monthly reports related to front office operations, guest satisfaction, and financial performance. Provide insights and recommendations to improve service and operational efficiency.
  • Problem Resolution: Handle guest complaints and issues with diplomacy and professionalism, escalating to the Front Office Manager or General Manager when necessary. Strive to resolve issues to the guest's satisfaction.
  • Safety and Security: Ensure that all front office staff are trained in safety and security protocols. Monitor the security of the front desk and lobby area, addressing any safety concerns promptly.
  • Communication: Facilitate effective communication between the front office and other hotel departments, including housekeeping, maintenance, and food and beverage, to ensure guest needs are met.
  • Administrative Duties: Assist in managing front office documentation, including guest records, staff schedules, and operational checklists. Ensure that all guest information is kept confidential and secure.
Qualifications:
  • Experience: Minimum of 2-3 years of experience in a front desk or guest services role within the hospitality industry. Previous supervisory or management experience is preferred.
  • Education: High school diploma or equivalent required; a degree in hospitality management or a related field is preferred.
  • Skills:
    • Strong leadership and team management skills.
    • Excellent communication and interpersonal skills.
    • Proficiency in hotel management software (e.g., Opera, PMS) and Microsoft Office Suite.
    • Ability to handle stressful situations with poise and professionalism.
    • Strong organizational and problem-solving abilities.
    • A commitment to providing outstanding customer service.
  • Availability: Must be available to work flexible hours, including nights, weekends, and holidays.
Benefits:
  • Competitive salary
  • Health, dental, and vision insurance
  • Paid time off
  • Opportunities for career growth and development