Front Office Manager

La Porte, TX, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Hourly

Range $18.25 - $27.50

Work Schedule

Standard Hours

Benefits

Medical insurance

Dental Insurance

Vision Insurance

Paid Time Off

Pet insurance

Life insurance

Disability insurance

401(k) plan with matching

Employee Discounts

Job Description

The Laura Hotel is a distinguished hospitality establishment situated in Downtown Houston, with a rich history inspired by the steamboat of the same name. This hotel embodies the spirit of adventure and innovation, much like the original Laura steamboat that pioneered uncharted waters. The hotel is committed to propelling Downtown Houston into a bold future, offering an environment filled with culinary excellence, creative inspiration, and ample opportunities for both business and leisure. Known for its passionate team, The Laura Hotel seeks hospitality-focused professionals dedicated to creating unforgettable guest experiences. The hotel supports a culture known as HEI Loves, which celebrates employees by providing competitive compensation, comprehensive benefits, and generous paid time off programs. Associates also enjoy additional perks such as free lunch, discounted parking, travel benefits, and more. HEI Hotels and Resorts, the parent company, fosters an inclusive workplace where diversity is valued and U.S. military veterans are especially encouraged to apply.

The Front Desk Supervisor role at The Laura Hotel is pivotal to maintaining exceptional guest service standards throughout the guest journey—from arrival and registration to departure. This position involves overseeing the front desk operations to ensure efficient service, adherence to brand standards, and enhancing overall guest satisfaction. Responsibilities include training and supervising staff, managing operating supplies, and monitoring guest feedback to continually improve service quality. The Front Desk Supervisor also assists in budget preparation, expense control, and labor management. The person in this role is expected to foster clear communication within the team, coordinate with other hotel departments, and resolve customer complaints promptly to maintain high levels of satisfaction. This position requires strong leadership and hospitality experience along with proficiency in property management systems and cash handling. The role offers a salary of $60,000 annually, with no additional tips or discretionary bonuses. HEI Hotels and Resorts offers a robust benefits package that promotes physical, mental, and financial wellness, including medical, dental, and vision insurance, vacation and holiday leave, pet insurance, life insurance options, disability coverage, a 401(k) savings plan with matching contributions, and exclusive discounts. This role is ideal for a dedicated hospitality professional committed to excellence in guest services and team leadership.

Job Requirements

Minimum of a high school diploma or equivalent
At least 2 years of front desk experience, preferably in a leadership role
Proficiency with property management system (PMS)
Strong computer literacy
Ability to handle cash and credit transactions accurately
Excellent interpersonal skills with patience and diplomacy for conflict resolution
Knowledge of local area attractions and transportation
Capability to recognize and act in emergency situations
Understanding of federal, state and local employment laws
Strong decision-making and judgment skills
Ability to communicate effectively verbally and in writing
Ability to maintain effective working relationships
Availability to work regular hours and comply with attendance policy

Job Qualifications

Minimum of 2 years front desk experience, preferably in leadership role
Proficient with PMS system
Advanced knowledge of brand's reward program
Able to handle cash and credit transactions
Computer literacy and financial management a must
Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts
General knowledge of local area attractions and transportation
Able to observe and detect signs of emergency situations
Able to remain calm and alert during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates
Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations
Able to establish and maintain effective working relationships with associates and customers
Able to make sound business decisions and take action quickly based on previous experience and good judgment
Knowledge of hotel operations including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning
Effective verbal and written communication skills
Ability to adapt communication style to suit different audiences such as effectively communicating with supervisors, coworkers, public

Job Duties

Ensure efficient guest registration, checkout, guest service, and telephone service while ensuring all brand standards are being applied
Implement company and franchise programs
Prepare forecasts and reports and assist in the development of the room's budget
Monitor and maintain the front office systems and equipment to ensure their optimum performance
Track guest satisfaction surveys and maximize usage of the guest response tracking system
Develop and implement controls for expense management
Utilize labor management tools to schedule and control labor costs
Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate of staff members
Ensure timely completion of performance appraisals
Communicate both verbally and in writing to provide clear direction to staff
Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality
Ensure compliance of front office, guest service, and PBX standard operating procedures and policies
Ensure all Front Office Quality Standards are complied with and are consistently applied
Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction
Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations
Resolve customer complaints
anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality
Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues
Regular attendance in conformance with the standards is essential to the successful performance of this position
Comply with attendance rules and be available to work on a regular basis
Perform any other job-related duties as assigned