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Front Office Manager

2 months ago

Emporia, United States KMG Hotels Full time
Job Description

Job Title: Front Office Manager

Job Summary:

We are seeking a highly skilled and experienced Front Office Manager to join our team at KMG Hotels. As a Front Office Manager, you will be responsible for leading the front office team in delivering exceptional customer experiences, driving up-sell and on-sell performance, and ensuring seamless hotel operations.

Key Responsibilities:

  • Leadership:
    • Lead by example and inspire the front office team to deliver exceptional customer experiences.
    • Effectively communicate the hotel's purpose, vision, strategy, objectives, and results to the team.
    • Take ownership and accountability for your actions and those of your team.
    • Ensure each team member understands their role and is equipped with the necessary training and tools.
    • Provide regular feedback on performance and seek feedback from team members.
    • Proactively manage poor performance and develop talent.
    • Create a high-trust working environment by delivering on commitments.
    • Overcome barriers to business performance and implement change.
    • Optimize the use of business tools and resources.
    • Support a coaching-led working environment.
  • Customer Focus:
    • Proactively sense and take action on customer needs and opportunities.
    • Exceed customer expectations by delivering relevant hotel services and products.
    • Anticipate guest needs and take experience-enhancing actions.
    • Stay up-to-date with consumer trends and competitor activity.
    • Ensure team members have the necessary skills and behaviors to deliver great experiences and optimal customer spend.
    • Be aware of cultural and social differences and plan accordingly.
    • Respond to feedback in a timely and appropriate manner.
    • Deliver high levels of guest satisfaction, repeat guest intent, and problem resolution.
    • Ensure team members deliver on marketing material and promotion promises.
    • Deal with underlying issues impacting guest experience and loyalty.
    • Encourage feedback to inform product development and team learning.
    • Deliver loyalty program enrollments and up-sell achievements.
    • Recognize and reward excellence in customer service.
  • Living the Values:
    • Inspire day-to-day demonstration of Hilton values.
    • Walk the talk and positively project the Hilton brand.
  • Collaboration:
    • Work inter-dependently with others to improve effectiveness.
    • Put the interests of the enterprise above your own and seek win-win solutions.
  • Judgment:
    • Process information effectively.
    • Use facts and data to make sound decisions and learn from experience.
  • Results Focus:
    • Deliver results and solutions, keeping the focus on driving customer value.
    • Assume personal ownership and accountability.
  • SUPPORTIVE FUNCTIONS:
    • Provide training to other hotel team members on front office management procedures, standards, and principles.
    • Maintain front office management-related systems, including Property Management System, Labour Management System, and room key.
    • Participate in system development projects and quality enhancement pilots.
    • Participate in Regional Specialist Team meetings, conference calls, and initiatives.
    • Participate in Duty Management, Brand Culture Program, and Health and Safety Committee.
  • SPECIFIC JOB KNOWLEDGE, SKILL, AND ABILITY:
    • Possess significant experience in front office management or leadership roles.
    • Hold college certification or equivalent experience.
    • Be certified in delivering training, coaching, and performance management techniques.
    • Hold leadership and change management certification.