Front Office Manager
Front Office Manager
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Salary Not Disclosed
1 Vacancy
Job Description
Additional Information: This hotel is owned and operated by an independent franchisee Mysica Progressive Company DBA The Burgess Hotel. The franchisee is a separate company and a separate employer from Marriott International Inc. The franchisee solely controls all aspects of the hotels employment policies and practices including hiring firing discipline staffing compensation benefits and all other terms and conditions of employment. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International Inc.
We The Burgess Hotel are looking for a dedicated and committed Front Office Manager. You will play a key role in leading our team to exceed guest expectations and support property-wide initiatives.
What will you do
As the Front Office Manager you will ensure smooth operations at the front desk. You will oversee the front desk staff manage guest check-ins and check-outs handle guest inquiries and complaints and ensure that all front desk procedures comply with the hotels standards. Your role will include scheduling shifts training new employees and maintaining a welcoming and efficient front desk environment. You will collaborate with other departments to ensure guest satisfaction and promptly address any issues that arise.
Management of Front Desk Team
Utilizes interpersonal and communication skills to lead influence and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
Encourages and building mutual trust respect and cooperation among team members.
Serves as a role model to demonstrate appropriate behaviors.
Understands employee positions well enough to perform duties in employees absence.
Handles employee questions and concerns.
Supports daily Front Desk shift operations.
Guest Services and Front Desk Goals
Supports day-to-day operations ensuring the quality standards and meeting the expectations of the customers daily.
Develops specific goals and plans to prioritize organize and accomplish your work.
Handles complaints settling disputes and resolving grievances and conflicts or otherwise negotiating with others.
Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
Strives to improve service performance.
Observes staffing levels to ensure that guest service operational needs and financial objectives are met.
Supports training of staff on adherence to all credit policies and procedures to reduce bad debts and rebates.
Supports same day selling procedures to maximize room revenue and property occupancy.
Understands the impact of Front Desk operations on the overall property financial goals and objectives.
Exceptional Customer Service
Provides services that are above and beyond for customer satisfaction and retention.
Improves service by communicating and assisting individuals to understand guest needs providing guidance feedback and individual coaching when needed.
Sets a positive example for guest relations.
Encourages employees to provide excellent customer service within guidelines.
Handles guest problems and complaints seeking assistance from supervisor as necessary.
Interacts with guests to obtain feedback on product quality and service levels.
Projects and Policies
Supports implementation of customer recognition/service programs communicating and ensuring the process.
Assists in the review of comment cards and guest satisfaction results with employees.
Ensures employees have the proper supplies and uniforms.
Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.
Human Resource Activities
Identifies the developmental needs of others and coaching mentoring or otherwise helping others to improve their knowledge or skills.
Provides guidance and direction to subordinates including setting performance standards and monitoring performance.
Provides feedback to individuals based on observation of service behaviors.
Participates in an ongoing employee recognition program.
Supports training when appropriate.
Participates in the employee performance appraisal process.
Additional Responsibilities
Oversee core departments: Front Desk Housekeeping and Food & Beverage
Ensure a strong guest-facing presence and exceptional service delivery
Act as a hands-on Front Office Manager with the potential to take on broader responsibilities including Sales
Manage rates billing group bookings and systems (Lightspeed Light GXP)
Provides information to supervisors co-workers and subordinates by telephone in written form e-mail or in person.
Analyzes information and evaluating results to choose the best solution and solve problems.
Informs and/or updating the executives the peers and the subordinates on relevant information in a timely manner.
Performs all duties at the Front Desk as necessary.
Understands the functions of the Bell Staff Switchboard and Concierge/Guest Services operations.
Complies with loss prevention policies and procedures.
About you:
Education and Experience
High school diploma or GED; 2 years experience in the guest services front desk or related professional area.
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race religion color national origin gender sexual orientation age marital status veteran status or disability status.
This company is an equal opportunity employer.
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Required Experience:
IC
Employment Type
Full-Time
