Front Office Manager

Front Office Manager

Responsible for managing all aspects of the daily operations including, but not limited to, operations, staffing, and payroll in accordance with the guidelines of the Director of Front Office and hotel policies and procedures.

Key Responsibilities:

• Actively recruit, coach and retain top talent for the resort team.
• Manage and monitor activities of all employees in the Front Office department by making sure they adhere to the guidelines set in the employee handbook, and hotel policies and procedures.
• Always maintain a professional and high-quality service-oriented environment.
• Act as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.
• Monitor weekly Front Desk supplies inventories.
• Lead daily pre-shits (07:00, 15:00, 23:00):
  Inform all Front Office staff of daily activities, group, VIP arrivals, guest recovery as well as special requests and repeat guests.
• Review and address daily guest opportunities and respond to all surveys on all channels
• Be well-informed regarding the Guest Recovery program, ensuring adherence to the program by all staff members authorized to issue guest recovery adjustments.
• Maximize revenue through the effective management of room inventory through checking arriving reservations, monitoring no-shows, and encouraging creative upselling whenever possible.
• Create and motivate team culture to be measured by Guest services scores
• Work closely with the Housekeeping Department to improve guest services and improve check-in process with cross-different departmental communication.
• Daily monitoring of hourly payroll in conjunction with set guidelines.
• Be aware of the Fire and Emergency procedures, and the Front Office's responsibilities in emergencies.
• Adhere to Hotel Security procedures.
• Attend all hotel required meetings and training.
• Perform all other duties as requested.

Qualifications & Requirements:

• High school diploma or equivalent required
• Must be 18 years old or older
• College course work in a related field preferred
• 2-3 years of hotel front office experience required
• Previous hotel or customer service experience at a supervisory level is required
• Ensure the safety and well-being of our guests
• Ability to work in a fun, fast-paced environment
• Must be able to speak and read the English language, additional languages a plus
• Demonstrated ability to handle sensitive, highly confidential guests and employee matters with utmost professionalism, tact, and sound judgment.
• Must have a commitment to follow all local and corporate policies and procedures as they relate to this position.
• Excellent communication skills - verbal and written communication skills to facilitate resolutions to queries and discrepancies across departments

What's in it for me:

• Great friends & family perks.
• Paid Training to gain skills, knowledge, and experience for professional development.
• Referral Bonuses – invite your friends to work with you!
• Advancement opportunities.
• Interact with people from all over the world!
• Next day pay, through Pay Activ.
• Tuition Reimbursement*
• Medical, dental, vision insurance, 401K*
• Vacation and PTO*

* Full-Time status benefits

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.