Front Office Manager
4 weeks ago
The Front Office Manager is a key member of our hotel team, responsible for overseeing the day-to-day operations of the front desk, ensuring exceptional customer service, and managing the audio-visual needs of our guests.
This role requires a strong leader who can motivate and train the front desk staff, while maintaining high standards of customer satisfaction and resolving any issues or complaints in a timely and friendly manner.
The Front Office Manager will work closely with the General Manager to ensure seamless operations and a positive work environment within the department and throughout the hotel.
Key Responsibilities
- Develop and implement a training plan to enhance the skills of front desk staff and ensure they meet and exceed hotel standards.
- Enforce standards for records maintenance, dress code, and physical appearance for all front desk staff and bellmen.
- Supervise adherence to company policies, procedures, and service standards excellence.
- Support and supervise junior positions within the department and front desk agents.
- Establish a friendly, customer-centric persona for the hotel in all facets of operations.
- Ensure every guest's front desk experience is personal, professional, and welcoming.
- Work to resolve guest issues with finesse and friendliness.
- Oversee audio-visual scheduling and supply inventory management.
- Coordinate staff weekly schedules and submit front office payroll.
- Work alongside the Front Office Supervisor to address front desk issues as they arise.
- Assist the General Manager with monitoring and responding to online reviews and surveys.
- Ensure cleanliness and organization of the front desk, hotel entrance, and business center.
- Ensure Night Audit packets are balanced and discrepancies are accurately accounted for.
- Oversee third-party, valet, and restaurant reconciliations, cash deposits, and travel agent commissions.
- Assist the General Manager with investigating chargebacks, credit card disputes, or billing discrepancies.
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