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Front Office Manager
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Front Office Manager
2 months ago
We are seeking a highly skilled and experienced Front Office Manager to join our team at Easton's Group of Hotels. As a key member of our hotel operations team, you will be responsible for ensuring the smooth day-to-day operation of our front office areas, including guest registration, bell services, business center, telephone services, concierge services, and guest reservations.
Key Responsibilities- Front Office Operations: Manage the front office staff, schedule, plan, and assign work to ensure efficient and effective service delivery.
- Guest Satisfaction: Ensure that all guests receive prompt, professional attention and personal recognition, and respond appropriately to guest complaints.
- Staff Training and Development: Ensure that all staff is properly trained on systems, security, and cash handling procedures, and service standards.
- Financial Management: Analyze guest satisfaction data and develop and implement plans to achieve established goals related to the brand, and achieve budgeted revenues, control labor costs & expenses, and maximize profitability within all areas of the front office.
- Leadership and Communication: Motivate staff and establish a productive working environment for the hotel, and communicate and enforce policies and procedures.
- Security and Compliance: Maintain procedures for security of monies, credit, and financial transactions, and guest security, and check billing instructions and guest credit for compliance with hotel credit policy.
- Training and Procedures: Develop and maintain procedures for monitoring calls to ensure that all calls are answered and recorded according to established scripts and procedures, and establish, implement, and maintain training and procedures for front desk/ to serve as a central communications point during emergency/crisis situations.
- Teamwork and Quality Service: Promote teamwork and quality service through daily communication and coordination with other departments, and interact with outside contacts: Guests – to ensure their total satisfaction, Regulatory agencies – regarding safety and emergency matters, and Other contacts as needed (professional organizations, community groups).
- Education: Bachelor's degree in Hotel Management/Business Administration, plus 3 years Front Office/Guest Service experience including management experience, or an equivalent combination of education and experience.
- Language: Must speak fluent English. Other languages preferred.
- Skills: Ability to perform the following: Frequently standing up behind the desk and front office areas, Carrying or lifting items weighing up to 50 pounds, Handling various objects, Use a keyboard to operate various property management and reservations systems, etc.
