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Front Office Manager

2 months ago

Westerly, Rhode Island, United States Ocean House Management Full time

About Ocean House Management

Ocean House Management is a luxury resort company that prides itself on delivering exceptional guest experiences. We are seeking a highly skilled and experienced Front Office Manager to join our team at Ocean House, a Forbes 5-Star property.

Key Responsibilities

  • Ensure that resort standards for guest services, décor, and housekeeping are met.
  • Answer questions from guests and staff about the resort's policies and services.
  • Coordinate the resort's front-desk activities and resolve problems and guest complaints.
  • Inspect guest rooms, public areas, and grounds for cleanliness and appearance.
  • Ensure that guests are treated courteously, and requests for special services are carried out.
  • Coordinate reservations and room assignments for guests, members, and property owners.
  • Set budgets, approve expenditures, and allocate funds accordingly.
  • Oversee the daily workflow of the front desk, bell/valet departments.
  • Ensure that the daily report is completed, and pertinent information is properly documented.
  • Contact proper authorities in case of emergencies and complete all necessary paperwork associated with any on-property incident.
  • Responsible for promoting and upholding the Company's standards, policies, and procedures.
  • Maintain communications flow with upper management and all other stakeholders.
  • Maintain confidentiality of guest/employee information and pertinent company data.
  • Supervise the individual performance of the staff, taking appropriate corrective action to address deficient conditions, behavior, and work performance.
  • Responsible for practicing, managing, and promoting the Company's Statement of Purpose, Service Excellence Pillars, and Declarations.
  • Represent the Company with a positive attitude and professional presentation.
  • Follow sustainability guidelines and practices related to the Company's sustainability programs.

Requirements

  • Excellent time management skills with a proven ability to meet deadlines.
  • Proficient with Microsoft Office Suite or related software.
  • Strong supervisory and leadership skills.
  • College degree or equivalent work experience.
  • Advanced verbal and written communication skills in English and the ability to work with a wide range of constituencies in a diverse operation.
  • Ability to perform job functions with attention to detail, speed, and accuracy under pressure of tense/confrontational situations.
  • Uphold the Company standards, policies, and procedures.
  • Prioritize and organize tasks and work area.
  • Ability to remain calm and resolve problems using good judgment as interpreted by the management.
  • Follow directions.
  • Work cohesively with co-workers as part of a team.
  • Maintain confidentiality of guest/employee information and pertinent hotel data.

Qualifications

  • Have a college degree in hospitality management, business administration, or equivalent work experience, preferably at a luxury, Forbes five-star property.
  • Proven work experience as a Front Desk Manager, including previous oversight of other managers.
  • Be well-versed in the standards set by Forbes, AAA, and Relais and Chateaux.
  • Ability to communicate clearly and effectively across all departments.
  • Excellent interpersonal and customer service skills.
  • Strong analytical and problem-solving skills.
  • Knowledge of Maestro PMS is preferred.
  • Excellent organizational skills and attention to detail.
  • Ability to prioritize tasks and to delegate them when appropriate.
  • Having strong knowledge of hospitality.