Front Office Manager

6 days ago

Kissimmee, United States Melia Orlando Celebration Full time
Job Title: Front Office Manager

At Meliá Orlando Celebration, we are seeking a highly skilled and experienced Front Office Manager to join our team.

Job Summary:

The Front Office Manager is responsible for leading the Front Office team and ensuring that all guests receive a high level of service and a warm welcome to our hotel.

Key Responsibilities:

  • Manage and motivate the Front Office team to provide exceptional service to all guests.
  • Ensure that personalized service is offered to each and every guest, meeting their individual needs and preferences.
  • Integrate and train employees, providing support for skills development and ensuring that team members have current knowledge of hotel products, services, facilities, events, pricing, policies, and knowledge of the local area and events.
  • Provide high-level customer service and maintain a high profile in the day-to-day front office operations.
  • Oversee and supervise guest arrivals and departures with the Front Office team and department managers.
  • Handle any guest complaints or contentious issues that cannot be settled directly by team members and provide a fast solution.
  • Ensure that the pricing policy and internal audit procedures are duly applied.
  • Prepare monthly and daily revenue reports.
  • Be involved in the recruitment of new team members for the Front Office.
  • Have a good knowledge of all systems and standard operating procedures of the Front Office.
  • Ensure that guest documentation and information is available and up-to-date.
  • Manage all aspects of the Front Office areas, including but not limited to: guest registration, telephone services, and guest reservations.
  • Ensure guest satisfaction and maximize hotel profitability.
  • Manage day-to-day operations and assignments of the Front Office staff; schedule, plan, and assign work.
  • Ensure all complaints are dealt with promptly and efficiently, and relevant managers are informed (24 hours turn-around).
  • Ensure the department operates efficiently and that every guest receives the welcome expected at the hotel according to our company service culture.
  • Supervise the allocation of rooms for tour groups, VIPs, and regular guests, noting any special requests accordingly.
  • Ensure all VIP bedrooms are pre-registered on a priority basis in conjunction with Housekeeping.
  • May assist with other duties as assigned.

Requirements:

  • Minimum 2 years Front Office/Guest Service experience including management experience in a hotel and/or resort.
  • Flexible schedule is required; must be available to work various shifts including mornings, evenings, weekends, and/or holidays.
  • Must be able to read, write, and speak Spanish and English. Other languages preferred.
  • Computer proficiency in software applications including MS Word, Excel, Outlook, and reservations systems.
  • Effective oral and written communications skills.

Only candidates with authorization to work in the U.S.A. will be considered. At this time, no monetary relocation assistance is available.

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