Hotel Front Office Manager

About the role

Carter Hospitality Group, LLC is seeking a Front Office Manager to join our dynamic team. This position oversees all aspects of the Front Office, ensuring optimal guest service and revenue generation.

Responsibilities

• Controls all guestroom reservations, ensuring accuracy and maximizing occupancy and revenue
• Coordinates daily check-in/check-out processes, including guest room list distribution, room inspections, amenity placement, welcome letters, gifts, etc.
• Maintains constant oversight of staff performance, knowledge, hours, and breaks, ensuring adherence to company policies and procedures
• Conducts pre-shift meetings and inspects employee grooming and attire
• Monitors the check-in/check-out process and ensures exceptional guest service
• Maintains communication between Front Office and other departments
• Works closely with the General Manager to review revenue and guest service goals
• Collaborates with the Sales Department to meet group room requirements and properly bill
• Coordinates with Sales Department to fulfill group expectations and needs
• Follows up on VIP blocks and inspects rooms prior to arrival
• Monitors and controls blocks, timeshare blocks, reservations, and additional blocking as needed
• Reviews and updates departure reports daily, rectifying discrepancies as necessary
• Reviews and verifies Room Revenue Reports to ensure rates are correctly entered
• Coordinates with Housekeeping and Maintenance teams for timely and professional room cleaning and repairs
• Monitors cashiering procedures, handling shortages, overages, late charges, adjustments, and change-making
• Collects and reports guest feedback and makes immediate recommendations for improvement
• Anticipates and addresses critical situations, executing solutions as needed
• Builds rates and packages within the property management system, managing said rates
• Ensures all corporate rates are entered within 24 hours of contract signing
• Maintains a detailed record of billing activity by day
• Manages inventory of units and completes close-outs on extranets as required
• Interviews, hires, trains, and coaches employees
• Plans, assigns, directs, and appraises work, rewards and disciplines employees, and resolves problems
• Adheres to safety, security, and emergency procedures, and acts promptly to correct hazards
• Monitors out-of-order room reports and coordinates room restorations
• Learns, understands, and enforces Standard Operating Procedures
• Fulfills Manager on Duty shifts
• Performs any and all duties assigned by management

Requirements

• High school diploma or equivalent
• Minimum of three years’ experience in Hotel Front Desk operations, leadership preferred
• Previous experience with Opera PMS system
• Effective communication skills in English
• Ability to pass pre-employment testing (drug test, background check, etc.)
• Full availability to work days, evenings, nights, weekends, and holidays
• Self-starting personality with an even disposition
• Professional appearance and demeanor at all times
• Ability to communicate well with guests
• Ability to observe and detect signs of emergency situations
• Ability to establish and maintain effective working relationships with associates, customers, and patrons
• Willingness to assist co-workers and be a team player
• Patience, tact, and diplomacy to defuse anger and resolve conflicts
• Basic mathematical skills and calculator proficiency for preparing complex calculations
• Keyboarding skills to access and input information using a computer system
• Ability to lift up to 30 pounds of weight to chest height
• Standing, walking, stooping, kneeling, running, sitting, climbing, reaching overhead, and bending

Qualifications

• Knowledge of leadership techniques
• Ability to work harmoniously with colleagues and guests
• Follows all company policies and procedures

Skills

• Leadership
• Communication
• Problem-solving
• Time management
• Customer service
• Mathematics
• Computer literacy

Benefits

• 401(k) matching
• Employee discounts
• Paid time off

Pay

Competitive salary based on experience and qualifications.

Schedule

Flexible schedule to accommodate the needs of the hotel and the position.

Contact

For more information about this opportunity, please visit CarterHospitality.com.

Equal Employment Opportunity

We are an Equal Employment Opportunity employer.

Established in 2011

Carter Hospitality Group, LLC is a family-owned hospitality company with 4 hotels and resorts as well as 3 wineries across the United States. Based in Orange County, California, the company manages and owns a portfolio of luxury properties including South Coast Winery Resort & Spa, Temecula, California; Carter Estate Winery and Resort, Temecula California; and Carter Creek Winery Resort & Spa, Hill Country, Texas. Carter Hospitality Group also serves as the owner-franchisee for Radisson Hotel Orlando Lake Buena Vista South, Orlando Florida. The company also owns the South Coast Winery in Temecula California, Carter Estate Winery in Temecula California and the Carter Creek Winery in Hill Country, Texas.