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Front Office Manager

2 months ago

Reston, Virginia, United States Delamar Hotel Collection Full time

Delamar Hotel Collection is seeking a seasoned Front Office Manager to lead the front desk team at our luxury boutique hotel in Mystic, CT.

Role Overview

This is a full-time on-site role that requires a strong leader to oversee office administration, ensure customer satisfaction, manage front office operations, and communicate effectively with guests and staff on a daily basis.

Key Responsibilities

  • Direct the actions and ensure the smooth and professional operation of the Front Office & Front Service Departments, adhering to all established hotel standards and procedures.
  • Maintain a departmental budget, operating labor costs, and all other expenses, keeping them in line with approved budget forecasts.
  • Ensure staff scheduling is kept in line with the hotel's daily demands and requirements.
  • Maximize room sales by achieving the highest possible occupancy and average daily rate without jeopardizing the overall guest experience.
  • Interact professionally and efficiently with all other hotel departments to best maintain and service the guest rooms.
  • Allocate daily guest room assignments adhering to guest preferences, previous projects, VIP status, or Executive Office requests.
  • Develop a Front Office training plan to identify skills required by team members to meet and exceed established hotel standards and procedures.
  • Conduct written Employee Evaluation sessions with all departmental team members for an initial 90-day review and annually after that.
  • Assume responsibilities of the GM in their absence and maintain constant on-the-job training as set out in the front office training plan.
  • Process guest check-in and check-out according to established Standards & Procedures, ensuring total satisfaction is consistently delivered.
  • Follow up on all guest requests and adhere to established hotel credit and cashiering policies.
  • Handle guest complaints according to established procedures and be familiar with all emergency procedures.
  • Be knowledgeable about local areas, restaurants, and attractions.
  • Support junior positions within the department and assist with on-the-job training of duties as required.
  • Supervise the smooth, professional operation of the Front Desk Guest Service Agents, ensuring they perform their duties according to established standards and procedures.
  • Be able to select and change room assignments appropriately as required.
  • Ensure all guest payment and credit card information is accurate and adheres to established hotel standards and procedures.
  • Attend managers' wine and cheese reception and ensure all departmental supplies are ordered and maintained, adhering to established hotel standards and procedures.
  • Perform other duties as assigned.

Requirements

  • Office Administration and Front Office skills
  • Customer Satisfaction and Customer Service expertise
  • Strong communication skills
  • Experience in hospitality industry
  • Management experience is required
  • Experience in PMS OPERA is preferred
  • Ability to multitask and prioritize tasks efficiently
  • Attention to detail and problem-solving capabilities
  • Knowledge of reservation systems and hotel operations
  • Bachelor's degree in Hospitality Management or related field