Front Office Overnight Manager
3 weeks ago
ABOUT US
At Zachry Hotels, we are passionate about hospitality and excellent customer service. Our hotel surrounds itself with team members who share that same passion. We take care of our guests and team members as family, within a culture of service where we do the right thing because it is the right thing to do. Our core values are at the center of every decision we make:
Every Person Matters
Together We Can Do Great Things
This Is More Than a Job
BENEFITS
- Company paid short-term and long-term disability.
- Medical, dental and vision insurance
- Fidelity 401K retirement plan with employer matching up to 6% of contribution
- Hilton Hotel Travel Discount Program
- Paid Time Off (PTO)
- Free Meal
- Free annual VIA bus pass
- Incentive Bonus
- Referral Bonus Incentive Program
- Team Member Assistance Program
JOB PURPOSE:
As the Front Office Manager, you will fill a key leadership role with the responsibility for the Front Office operations in the hotel's continuing effort to deliver outstanding guest service and financial profitability. You will provide guidance and leadership for the Front Office Team, developing and retaining employees and exceeding guest expectations. You will ensure all guest complaints are addressed, respond to emergency situations, and inspect hotel public areas to ensure compliance with all procedures established by management. You will coordinate the activities of guest service agents and night auditors to ensure high-quality guest service.
ESSENTIAL FUNCTIONS:
- Manages and motivates all Front Office personnel including hiring, supervision, training, and performance monitoring to ensure adherence to service and productivity standards for guest satisfaction.
- Participates in the Manager on Duty Program and is the first point of contact for any arising issues.
- Conducts training classes regarding safety, security, department procedures, and service guidelines.
- Checks and controls room reservations, front office systems, supplies inventory, scheduling, forecasting, and department budget to maximize revenue. Prepares financial reports, including rate and availability calendar.
- Communicates with guests and Team Members both verbally and in writing to answer questions and provide clear direction while organizing meetings to disseminate pertinent information.
- Initiates and implements marketing and up-selling techniques to promote hotel services and maximize revenue.
- Assigns work and observes performance of the Front Office Team, encouraging improvement and adjusting staffing based on lobby traffic.
- Conducts Daily Pre-Shift Meetings, ensuring effective communication with Management and Team Members for superior guest service.
- Answers the telephone using positive English, inputs messages into the computer, and assists with registration/cashiering during peak times.
- Remains calm during emergencies, resolves customer complaints with thorough research and good judgement.
- Monitors performance and discipline issues of the Front Office Team and recommends training when inconsistencies develop.
- Writes and completes management goals related to Front Office Business Plan goals.
- Oversees the Grab & Go shop, including ordering and stocking.
- Actively participates in hotel committees.
- Handles noise complaints, credit problems, employee conflicts, guest relocation, and rejects undesirables with diplomacy.
- Other duties as assigned.
EDUCATION:
- High school graduate or equivalent required.
- Minimum of 4-year college degree preferred.
EXPERIENCE:
One year combined Front Desk and Supervisory experience in hospitality or related industry preferred.
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