Manager -Front Office

Bachelor of Hotel Management (Hotel Management)

Nationality: Any Nationality

Vacancy: 1 Vacancy

JOB SUMMARY

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check-in and check-out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.

CANDIDATE PROFILE

Education and Experience

High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

OR

2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES

Maintaining Guest Services and Front Desk Goals

Manages day-to-day operations, ensuring the quality, standards, and meeting the expectations of the customers on a daily basis.

Develops specific goals and plans to prioritize, organize, and accomplish work.

Handles complaints, settling disputes, and resolving grievances and conflicts.

Supervises staffing levels to ensure that guest service, operational needs, and financial objectives are met.

Ensures that regular ongoing communication is happening with employees to create awareness of business objectives and communicate expectations.

Understands the impact of department operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

Supporting Management of Front Desk Team

Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

Encourages and builds mutual trust, respect, and cooperation among team members.

Serves as a role model to demonstrate appropriate behaviors.

Supervises and manages employees, understanding employee positions well enough to perform duties in employees' absence.

Establishes and maintains open, collaborative relationships with employees.

Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.

Ensuring Exceptional Customer Service

Provides services that are above and beyond for customer satisfaction and retention.

Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

Responds to and handles guest problems and complaints.

Sets a positive example for guest relations.

Empowers employees to provide excellent customer service.

Observes service behaviors of employees and provides feedback.

Interacts with customers to obtain feedback on quality of product, service levels, and overall satisfaction.

Ensures employees understand customer service expectations and parameters.

Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Managing Projects and Policies

Implements the customer recognition/service program, communicating and ensuring the process.

Trains staff and monitors adherence to all credit policies and procedures.

Supervises same-day selling procedures to maximize room revenue and control property occupancy.

Supervises daily Front Desk shift operations and ensures compliance with all policies, standards, and procedures.

Ensures property policies are administered fairly and consistently.

Supporting Human Resource Activities

Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

Solicits employee feedback and reviews employee satisfaction results to identify and address employee problems or concerns.

Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.

Assists as needed in the interviewing and hiring of employee team members.

Supports a departmental orientation program for employees to receive appropriate new hire training.

Participates in employee progressive discipline procedures.

Additional Responsibilities

Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

Analyzes information and evaluates results to choose the best solution.

Informs and/or updates the executives, peers, and subordinates on relevant information in a timely manner.

Performs all duties at the Front Desk as necessary.

Runs Front Desk shifts whenever necessary.

Participates in departmental meetings and communicates a clear and consistent message regarding the Front Desk goals.