Front Office Manager

Around the Role

This is a hands-on position where you are actively working side by side with your team.

Responsibilities

• Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
• Track guest satisfaction surveys and maximize usage of the guest response tracking system.
• Develop and implement controls for expense management. Utilize labor management tools to schedule and control labor costs.
• Interview, hire, train, develop, resolve problems, provide open communication and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of performance appraisals.
• Communicate both verbally and in writing to provide clear direction to staff.
• Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.
• Ensure compliance of front office, guest service, and PBX standard operating procedures and policies. Ensure all Front Office Quality Standards are complied with and are consistently applied.
• Cookordination activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
• Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
• Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.

Requirements

• Minimum of 2 years Front Desk experience, preferably in leadership role.
• High School Diploma or equivalent required, Bachelor's degree preferred.
• Proficient with PMS system.
• Able to handle cash and credit transactions.
• Computer literacy and financial management a must.
• Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• General knowledge of local area attractions and transportation.
• Able to observe and detect signs of emergency situations. Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.
• Able to establish and maintain effective working relationships with associates and customers.
• Able to make sound business decisions and take action quickly based on previous experience and good judgment.
• Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Qualifications

Not specified.

Skills

• Leadership
• Customer Service
• Time Management
• Financial Management
• Communication
• Problem Solving
• Emergency Response

Benefits

To attract the best, we offer...

• Health Benefits Package: Medical/Dental/Vision/EAP
• Supplemental benefits to select such as Short-Term disability, Life Insurance, AD&D and Pet Insurance
• 401k plan--with employer match after one year of employment
• Paid days off--holidays/personal/vacation/sick
• On-Demand Pay - Your Pay before Payday
• Parking
• Team Member/Family/Friend restaurant and hotel discounts within Noble House Hotels & Resorts (nationwide)
• Career growth opportunities and recognition programs
• Educational Assistance Program

Pay

N/A

Schedule

N/A