Front Office Manager - Plymouth

Front Office Manager - Plymouth

Think Hospitality

• Oversee the registration process including inputting and retrieving information from the computer, confirming pertinent information such as number of guests and room rates, assigning rooms based on guests’ specific requests and VIP status, issuing keys, and confirming room numbers and rates.
• Inform guests on hotel facilities and amenities and provide directions within the property.
• Coordinate luggage delivery and retrieval with the bell staff and car requests with the valet as needed.
• Supervise basic accounting procedures, including foreign currency exchange, cash handling, posting charges to guest folios, and making adjustments.
• Review reports such as credit limit, arrivals/departures, discrepancy, and group resumes; communicate pertinent information to the respective departments.
• Communicate credit issues to all revenue‑generating departments.
• Project a warm welcome, follow the 10‑5 rule, and acknowledge waiting guests with no exception using a clear and positive speaking voice. Listen to understand requests, respond with appropriate actions, and provide options.
• Communicate guest requests to the appropriate department.
• Field guest complaints, conduct thorough research to develop effective solutions, negotiate results, and extend assistance to resolve dissatisfaction within acceptable limits. Consult FO managers for further assistance.
• Review departing guests’ folios and invite them back.
• Make reservations and act as concierge, assisting guests with directions, transportation, and coordinated further accommodation.

• Guest experience manager preferred.
• Outgoing, guest‑first personality.
• Excellent communication, interpersonal, and organization skills.
• Sense of ownership and integrity.
• Guest‑oriented mindset.
• Strong leadership and ability to develop the team through training and follow‑ups.
• Attention to detail.
• Commitment to superior customer service.
• Proven ability to influence a team and achieve results.
• Flexibility and creative problem‑solving ability.
• Strong initiative and self‑motivation.
• Must be able to carry 10 lbs.
• Fluency in job‑related English, both verbal and non‑verbal.
• Ability to handle pressure and work in a fast‑paced environment.
• Must be able to work days, evenings, and weekends as necessary.