Front Office Manager

Overview

A Kolter Hospitality Front Office Manager delivers service excellence to our guests by assisting the General Manager in creating a comfortable and welcoming environment, that promotes quality service and guest satisfaction. This position is responsible for managing the front office operations for the hotel.

Performance Expectations

• Manage all aspects of front desk operations for assigned shift.
• Ensure all front office team members deliver the brand promise and provide exceptional guest service.
• Assist in greeting and checking in guests.
• Handle all guest issues in a courteous and efficient manner ensuring problem resolution is satisfactory.
• Responsible for the hiring, training, and coaching and discipline of the front office team.
• Assist with weekly schedules to ensure they reflect business needs and are adjusted accordingly.
• Assist in ensuring an accurate payroll of front office department.
• Ensure front office team members are in proper uniform and adhere to the Company’s grooming standards.
• Ensure all brand standard training for the front office team is completed within the required time frame as dictated by the Brand.
• Ensure company policies are adhered to, relating to financial record keeping, money handling and licensing including timely and accurate report of financial information.
• Ensure daily arrival of VIP’s, special request rooms, long stay guest rooms are pre-blocked in advance. Work with housekeeping and engineering to block rooms as necessary for maintenance.
• Report any items in need of repair.
• Follow all safety procedures while working.

Behavioral Expectations

• Be effective and innovative in handling and solving problems in the workplace.
• Remain positive and helpful while working in a fast-paced environment.
• Committed to the success and growth of the company.
• Act honorably, even when no one is watching.
• Eagerness to grow and/or develop within the company
• Passionately provide personalized guest service