Front Office Manager

Job Details

Job Location:

Norfolk, VA 23502

Company:
Shamin Hotels

Department:
Operations

Reports To:

General Manager and Assistant General Manager

Supervision:
Front Desk Agent, Reservationist, Night Auditor

Pay Structure:
Paid Bi-weekly

Front Office Manager is responsible for ensuring timely and accurate customer service, scheduling shifts, and supervising front desk personnel. The manager facilitates training and supporting front desk staff, handling complaints and specific customer requests, managing the reception area, enforcing hotel policies, and ensuring guest services are exemplary. Applicants should have experience in the hospitality industry and demonstrate a commitment to customer service.

• Supervise Front Desk staff: hire, terminate, evaluate performance, train, and develop employees.
• Maintain standards of guest service quality.
• Achieve budgeted revenues and expenses, maximizing profitability related to the guest services department.
• Contribute to the profitability and guest satisfaction perception of other hotel departments.
• Develop short‑term and long‑term financial and operational plans for the guest service department, aligning with the hotel’s overall objectives.
• Improve guest satisfaction through enhanced employee development, job engineering, and quality image.
• Manage the reservation function to maintain the highest possible room occupancy and average daily rate via suggestive selling by staff.
• Maintain procedures for credit control and handling of financial transactions.
• Maintain procedures for security of monies, guest security, and emergency procedures.
• Receive departmental related guest complaints and ensure corrective action is taken.
• Schedule staff according to labor standards and forecasted occupancy.
• Ensure cross‑selling of other Shamin Hotels by hotel staff.
• Know and comply with all company policies and procedures pertaining to this position and its duties.

• Team Up:
  Be Golden, Collaborate and Help Others Succeed.
• Own It:
  Be a role model, Embrace Responsibility and Keep Learning.
• Passionately Serve:
  Be Positive, Care Deeply and Create Memories.

• Bachelor’s Degree and/or extensive experience in a hotel or related field required.
• 3+ years of hotel brand experience preferred.
• Strong financial knowledge required.
• Must be able to work with and understand financial information and data, and possess basic mathematical skills (Reading, Writing, Basic Math).
• Knowledge of Brand systems preferred.

Shamin Hotels is an equal opportunity employer and welcomes applications from individuals of all backgrounds. We thank all applicants for their interest, but only those selected for an interview will be contacted.