Front Office Director - Sheraton Detroit Metro Airport

About the role

The Front Office Director directs and controls operation of the front office and coordinates activities to obtain optimal room occupancy, revenue, and guest satisfaction. The Front Office Manager oversees all activities in the front office to ensure high guest service standards are met, as well as accuracy in all phases of the operation.

Responsibilities

• Ensure proper staffing levels of front office associates, including interviewing, hiring, supervising, training, and scheduling front desk agents, front office supervisors, guest service aides/bell staff, concierge staff, and PBX operators.
• Have complete understanding of Front Office staff’s job descriptions and duties and be able to perform duties at any given time.
• Manage guest resolution process to include investigation of situation and creative problem solving to ensure guest is satisfied with outcome.
• Accurately manage and operate the MICROS system at the front office, including all daily transactions and those which are not performed often.
• Communicate with Housekeeping and Engineering Departments regarding guest rooms, requests, and maintenance requests/needs.
• Assist the General Manager by handling special requests, group blocking, and unusual circumstances.
• Guide occupancy for maximum yield management of the hotel.
• Greet and communicate cordially with guests, promptly and professionally checking them in and out of the hotel.
• Accurately manage cash handling, including receiving cash, checks, and credit card information from guests for payment of hotel charges and making change correctly.
• Perform other duties as assigned.