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Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Professional development opportunities
Life insurance
Job Description
Mid-Continent Hospitality is a distinguished hotel management company known for operating a broad portfolio of upscale hotels across various key markets. The company has built a strong reputation for delivering exceptional service and memorable guest experiences, creating a warm, welcoming atmosphere for all visitors. Mid-Continent Hospitality prides itself on its commitment to excellence, innovation, and a personalized approach to hospitality, ensuring each hotel maintains the highest standards in quality and service.
The Front Office Manager position at Mid-Continent Hospitality is a pivotal role within the hotel’s organizational structure, directly responsible for overseeing the entire Front Office operation. The incumb... Show More
The Front Office Manager position at Mid-Continent Hospitality is a pivotal role within the hotel’s organizational structure, directly responsible for overseeing the entire Front Office operation. The incumb... Show More
Job Requirements
- At least 5 years of progressive experience in a hotel or a related field
- or a 2-year college degree and 3 or more years of related experience
- or a 4-year college degree and at least 1 year of related experience
- supervisory experience required
- must be proficient in Windows operating systems, company approved spreadsheets and word processing
- be familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or VIP programs
- assist the General Manager and Engineering Department in implementing and maintaining emergency procedures
- review daily Front Desk work and activity reports generated by Night Audit
Job Qualifications
- At least 5 years of progressive experience in a hotel or related field
- or a 2-year college degree and 3 or more years of related experience
- or a 4-year college degree and at least 1 year of related experience
- supervisory experience required
- proficiency in Windows operating systems, company-approved spreadsheets and word processing
- familiarity with corporate sponsored programs such as airline mileage, Triple Upgrade or VIP programs
- ability to train and motivate staff according to brand standards
- strong problem-solving and guest service skills
Job Duties
- Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner
- maintain regular attendance in compliance with Mid-Continent Hospitality standards
- maintain high standards of personal appearance and grooming including proper uniform and name tag
- comply with Mid-Continent Hospitality standards and regulations to encourage safe and efficient hotel operations
- comply with certification requirements such as Food Handlers, Alcohol Awareness, CPR, and First Aid
- maintain a warm and friendly demeanor at all times
- establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk
- respond to guest requests, problems, complaints and accidents promptly and courteously and follow up to ensure guest satisfaction
- motivate, coach, counsel and discipline Guest Services personnel according to company SOPs
- ensure compliance with brand and company training standards
- prepare and conduct Front Desk interviews and follow hiring procedures
- conduct 90 day and annual employee performance appraisals
- develop employee morale and ensure training of Front Desk personnel
- maximize room revenue and occupancy through daily status reviews and rate analysis
- supervise the Night Audit function
- ensure all end of month report deadlines are met
- complete Wage Progress, Productivity and Ten Day Forecast reports timely
- maintain professional relationships and open communication with managers, employees, and other departments
- monitor proper use of the PBX console and adherence to SOPs
- oversee the reservation process maintaining courtesy and upselling techniques
- ensure accurate cash handling at the Front Desk
- focus department efforts on guest service scores
- perform related duties as assigned
- maintain compliance with all company policies and procedures
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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