Front Office Manager

Position Overview

Oversee the front desk and ensure the front desk provides exceptional customer service. Resolve any guest complaints, train new staff on proper processes and procedures.

Responsibilities

• Responds to and resolve guest complaints and concerns in a timely manner
• Assigns duties and shifts to workers and observes performances to ensure adherence to hotel policies and established operating procedures
• Confers and cooperates with other department heads to ensure coordination of activities
• Trains new and existing employees of the Front Office
• Answers inquiries pertaining to hotel policies and services
• Maintains complete knowledge of hotel services, hours of operation, and schedule of events
• Maintains work duties of staff are followed according to hotel standards by verifying AM/PM checklists are executed, signed and filed
• Maintains a comprehensive monthly front office meeting outlining standards updates, upcoming marketing promotions, group/citywide activity, F&B outlet news and all related hotel topics
• Trains personnel and monitors compliance to solicitation practices related to either directly acquiring guest forms or electronic address information supporting e-mail guest service feedback
• Manages rooms P&L in partnership with Director of Housekeeping, to ensure rooms division is staying within established guidelines for expenses and payroll costs
• Responsible for staff selection and scheduling of all Front Office personnel
• Manages payroll and control costs using Labor Standards
• Ensures staff adheres to all credit/cash policies and procedures to reduce bad debts and rebates
• Performs quality audits and take corrective action when appropriate
• Maintain positive relations with employees and promote good inter/intra-department relations
• Ensure that problems are addressed as soon as possible, and seek input from the employee on the problem
• Develops plans with the employee to solve problems and follow up with feedback and encouragement to ensure resolution of problems
• Responsible for ensuring the Front Office personnel participate in all property safety awareness programs
• Responsible for completing, and presenting to employees, performance reviews, and salary increases in a timely manner
• Maintain an open line of communication between guests, staff members and management

Requirements

• Ability to effectively deal with a guest and employee concern in a friendly and positive manner
• This involves listening to the nature of the concern, demonstrating empathy with the customer or employee and providing positive and proactive solutions
• Analytical ability sufficient to assess trends and make relevant decisions
• Lifting 20lbs. maximum with frequent lifting and carrying of objects weighing up to 10lbs
• Requires walking and standing to a significant degree and can require long periods of sitting
• Must have a minimum of two years prior front office experience in a similar size operation
• Provide exceptional customer service
• Work as a productive team member by contributing positive energy
• Perform the duties of the position in a safe manner
• Be professional in all interactions with guests and associates
• Effective communications in English both written and oral
• Patience, tact and diplomacy
• Ability to resolve problems without blaming others

Benefits

The Lakefront offers a very competitive benefit package including medical, dental, and vision. Plus a 401k with an employer contribution.