Front Office Manager

About the role

At Hampton Inn Coconut Grove hotel, we are seeking a customer-focused, energetic leader to join our team as the new Front Office Manager. This role offers the opportunity to lead and grow our front desk operations by training, coaching, and mentoring the front desk staff to provide outstanding guest experiences.

Responsibilities

• Lead the daily operations of the front desk by empowering all front desk staff to provide all guests with a superior check-in/check-out experience and that all guests' needs are met with friendly and efficient service.
• Act as a problem solver for our guests providing win/win solutions and empower the front desk staff to do the same.
• Implement and maintain processes and procedures that meet or exceed hotel guest satisfaction measures.
• Ensure all front desk staff are trained in all front desk operations, hotel policies, brand requirements, and customer service standards.
• Recruit, mentor, train, and support all front desk staff enabling them to perform at their best.
• Provide regular development opportunities for front desk staff to improve our leadership pipeline.
• Oversee the financial control procedures for cash, vouchers, inventories, and receivables.
• Produce accurate financial reports in a timely manner.
• Ensure personnel files are accurate and comply with both local and federal laws and regulations.

Qualifications

• Familiarity with hotel operations, including check-in/check-out procedures, room allocations, billing processes, and general hotel policies preferred.
• 1-2 years of customer service leadership preferred.
• Exceptional verbal and written communication skills.
• Ability to handle various responsibilities simultaneously, such as answering phone calls, managing guest requests, and coordinating with other departments.
• Ability to cultivate a productive team that embodies P.E.A.C.H.
• Ability to work in a fast-paced, dynamic environment.

Benefits

• Competitive Salary
• Medical Benefits coverage
• Paid holidays and vacation time
• 401k Retirement Plan