Front Office Manager

Description

• Provides mentoring, coaching, and regular feedback to team members to manage conflict and improve performance.
• Checks billing instructions and guest credit for compliance with hotel credit policy and ensures all transactions are handled securely.
• Ensures all guests are greeted and attended to promptly, providing personalized service to enhance their experience.
• Typically supervises front desk supervisors, desk agents, night audit, and concierge/bellman.
• Schedule and coordinate with front office managers to ensure adequate coverage to meet operational demands.
• Responds appropriately to guest complaints, solicits feedback, and fosters relationships to drive continuous improvement in guest satisfaction.
• Improve guest service scores, enrollments, and other brand standard requirements.
• Handles escalated guest issues and concerns with tact, empathy, and discretion, resolving them to the guest and hotels satisfaction
• Acts as manager on duty for the hotel and oversees front desk operations
• Assist with coordination of team members tasks to ensure they are equipped with the knowledge and skills to excel in their roles, and being a solution provider.
• Assists with human resources functions, including recruiting, interviewing, orientation, training, performance planning, and associate management and counsel.
• Monitor KPI’s and provide leadership guidance and support to the front office team, fostering a positive and collaborative work environment.

Requirements

• Must speak fluent English; bi-lingual in Spanish is a plus.
• Must be able to multitask and make difficult decisions on the spur of the moment.
• Ensures front desk staff is knowledgeable about the hotel and its amenities, trained in brand guest service and brand standards, and proficient in all front desk operations, including check-in/check-out procedures, telephone procedures, and computer systems.
• College education related to hospitality, or the equivalent hotel front office supervisory experience is preferred.
• Must have reliable transportation.
• Must have valid driver’s license and current insurance.
• Must be able to regularly work evenings and weekends.
• Guest relations skills are required.
• Must be guest focused while being creative and able to problem solve during challenging times.
• Understands and follows policies and procedures for the hotel's key control system, ensuring compliance by all staff members.

Benefits

• Generous Time Off Package
• 401(k) with company match
• Medical, Dental, and Vision Insurance Options
• Earned Wage Access (“on-demand pay”) through PayActiv
• Company Paid Employee Assistance Program
• Hotel Room Discounts
• Supplemental Life Insurance
• Company Paid Life Insurance
• Company Paid Telemedicine
• Perks through Benefit Hub

Training + Development

Interview process

Visa Sponsorship

Security clearance