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Job Overview
Employment Type
Full-time
Compensation
Hourly
Range $18.00 - $27.25
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Career Development
flexible schedule
Job Description
The hiring establishment is a reputable hotel that prides itself on offering exceptional hospitality and service excellence to all its guests. As a smoke-free property, the hotel is committed to maintaining a clean, safe, and welcoming environment for both staff and guests. Employing a full-time Front Office Manager, the hotel seeks a professional with a substantial background in customer service and hotel management to oversee and elevate the front office operations. This role is vital to ensuring the seamless functioning of guest services and maximizing hotel revenue. The position demands a strong ability to lead, motivate, and manage a team... Show More
Job Requirements
- At least 3 years experience in customer service, hotel, administrative, human resources, legal, educational, training, financial, or business related field
- Proficiency in Microsoft Word, Excel, PowerPoint, data entry and database management systems
- Ability to operate front office and PBX systems
- Strong emotional intelligence and communication skills
- Background screening for previous criminal history
- Employment contingent upon passing at least 80% score on test on hotel reservations system after training
- Ability to motivate and discipline team members
- Knowledge of safety and accident prevention programs
- Flexibility to cover shifts on short notice
- Ability to maintain composure and focus under pressure
- Ability to work full-time
- Understanding and enforcement of hotel policies and procedures.
Job Qualifications
- At least 2 years of higher education beyond high school or GED
- Preferably 3 years experience in customer service, hotel, administrative, human resources, legal, educational, training, financial, or business related field
- Excellent communication skills orally and in writing
- Proficiency in Microsoft Word, Excel, PowerPoint, data entry and database management systems
- Knowledge and understanding of hotel policies, guest service programs, and safety procedures
- Emotional competence to manage disruptive emotions and remain composed under pressure
- Ability to anticipate guests' needs and demonstrate hospitality
- Experience with front office and PBX systems
- Ability to supervise, motivate and coach team members
- Strong organizational and administrative skills
- Ability to analyze variances and monitor credit reports
- Working knowledge of night audit responsibilities.
Job Duties
- Establish and maintain attentive, friendly courteous and efficient hospitality at the front desk
- Respond to all guest requests, problems, complaints and/or accidents presented at the front desk or through the reservation, comment cards, letters and/or phone calls in an attentive, efficient, and courteous manner
- Follow up to ensure guest satisfaction
- Motivate, coach counsel and discipline all team members according to hotel standards
- Prepare team member schedules according to business forecast, payroll budget guidelines and productivity requirements
- Maximize room revenue and occupancy by reviewing status daily
- Analyze variances, monitor credit report and maintain close observation of daily house count
- Ensure operation of the front office and guest services in an attentive, friendly, efficient and courteous manner
- Ensure no-show revenue is maximized through consistent and accurate billing
- Perform all jobs within the front desk and PBX departments when needed
- Operate all aspects of the front office system including software maintenance, report generation and analysis
- Monitor proper operation of the PBX console and ensure team members maintain SOPs for its use
- Assist in preparation of revenue and occupancy forecasts
- Ensure timely and professional logging and delivery of all messages, packages and mail
- Maintain constant communication with housekeeping and general manager
- Maintain lobby and front desk presence during peak hours and as needed
- Manage and organize large turn days including guest check-ins and check-outs
- Maintain safety deposit boxes per established standards
- Monitor out-to-order, out-of-service, and discrepant showrooms
- Manage sell out opportunities by reviewing arrivals report and checking room inventory
- Ensure correct and accurate cash handling at the front desk
- Be familiar with all brand specific programs and procedures
- Ensure team members are knowledgeable in understanding and implementing programs
- Establish and maintain key control system
- Enforce all policies fairly and consistently including Fair Treatment and Equal Employment Opportunity
- Engage every guest in conversation and recognition
- Promote the hotel by demonstrating a high level of positive attitude and energy
- Anticipate guests' needs
- Develop, implement and maintain an effective guest relations program
- Control department expenses to achieve budgeted profit
- Flexibly perform other duties to meet or exceed customer satisfaction
- Cover shifts at a moments notice when an associate calls in
- Maintain working knowledge of night audit procedures.
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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