Operations Front Office Manager

Operations Front Office Manager

The Operations Front Office Manager will play a crucial part in maintaining the highest standards of cleanliness, organization, and guest satisfaction at our hotel. Your commitment to excellence and dedication to guest service will be integral to our continued success. You will be responsible for managing a team of front office personnel, maintaining high standards of cleanliness and guest satisfaction, and upholding the hotel's operational standards.

Must demonstrate excellent leadership, communication and team building skills with associates, peers and across departments. Cultivate an atmosphere where employees consistently display attentiveness, friendliness, helpfulness, and courtesy to all guests, managers, and fellow team members. Respond promptly and professionally to guest requests, concerns, complaints, and accidents reported through various channels, including reservations, comment cards, letters, and phone calls. Maintain a courteous and efficient approach in addressing these matters, with a strong emphasis on follow-up to ensure guest satisfaction.

Motivate, coach, counsel, and if necessary, discipline all front office personnel in accordance with Hotel SOPs. Ensure adherence to the "Standard of the Week" training program, using Hotel's proven methods for effective training. Establish and maintain a well-organized cleaning program that covers floor care, deep cleaning, mattress maintenance, and more, supported by detailed checklists for each position. Assist in the oversight and maintenance of all housekeeping equipment, promoting operational efficiency.

Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction. Carry a cell phone at all times. Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count.

Monitor selling status of house daily, i.e. flash report, allowances, etc. Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement. Streamline the management of large guestroom turnovers, optimizing efficiency. Ensure consistency in departmental opening and closing procedures to enhance guest experiences. Position:
Operations Manager Starting Date:
As soon as possible Length: 1 year offer with possibility of renewal Keep a pager at all times for seamless communication. Prepare and conduct front office interviews as required, adhering to Hotel SOPs. Foster employee morale and oversee the comprehensive training of front office staff. Assist in performing required annual Quality audit with General Manager (GM) & Regional Director Daily inspection of guest rooms, with a focus on rooms being inspected alongside supervisors on a regular basis.

Collaborate with the Director of Housekeeping to inspect all VIP rooms before guest arrivals. Maintain the highest standards in cleanliness for public areas, guest rooms, and back-of-house areas. Assist in maintaining the necessary levels of housekeeping and laundry supplies, ordering required items on a monthly or quarterly basis. Conduct monthly and quarterly housekeeping inventories in a timely manner. Assist in reviewing worked hours of the front office staff for payroll compilation and ensure timely submission to the Accounting department.

Assist in preparing employee schedules according to business forecasts, payroll budget guidelines, and productivity requirements. Foster professional working relationships and promote open lines of communication with managers, employees, and other departments. Ensure the implementation of all Hotel policies and house rules, demonstrating a solid understanding of hospitality terms. Ensure that all Service Standards by Position competencies for front office staff are signed off.

Operate pagers and radios efficiently and professionally, maintaining proper radio etiquette within the department. Manage and organize large turn days, including group check-ins and check-outs. Monitor room statuses, including out-of-order, out-of-service, discrepant, and show rooms, to swiftly address issues. Maintain constant communication with the Guest Services team. Monitor and respond to special guest requests promptly, including those from VIPs, guests with special needs, and those requiring connecting rooms.

Maintain and monitor "Lost and Found" procedures and policies in accordance with Hotel standards. Manage the key control system for house keys to ensure security and guest safety. Encourage participation within the department for the monthly Hotel team meeting. Direct the Front Office Department towards their role in contributing to guest service excellence and achieving…