Front Office Manager

Front Office Manager

HEI Hotels & Resorts

Renaissance Meadowlands offers our associates a sophisticated and contemporary environment, strategically situated near the region's highly coveted attractions and business hubs. Nestled in vibrant Rutherford, New Jersey, we provide easy accessibility, a bus stop directly across the street and complimentary parking for our team. Join our amazing, talented and dedicated team. We offer a rewarding work‑life balance, competitive compensation, PTO benefits, healthcare, wellness benefits, a robust 401(k) retirement plan, and travel perks including discount services.

We are looking for a hospitality leader to join our team at the Renaissance Meadowlands! As Front Office Manager, you will ensure guest service standards for arrival, departure, and all guest interactions are met through optimal training, staffing, labor management, supply management, and proactive monitoring of guest service scores and comments.

• Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
• Implement company and franchise programs.
• Prepare forecasts, reports, and assist in the development of the room’s budget.
• Monitor and maintain the front office systems and equipment to ensure optimum performance.
• Track guest satisfaction surveys and maximize usage of the guest response tracking system.
• Develop and implement controls for expense management. Utilize labor management tools to schedule and control labor costs.
• Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of performance appraisals.
• Communicate verbally and in writing to provide clear direction to staff.
• Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.
• Ensure compliance of front office, guest service, and PBX standard operating procedures and policies. Ensure all Front Office Quality Standards are complied with and are consistently applied.
• Coordinate activities with other hotel departments to facilitate increased communication and guest satisfaction.
• Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
• Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
• Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.
• Regular attendance in conformance with the standards is essential to the successful performance of this position.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job‑related duties as assigned.
• Must be able to work a flexible schedule including nights, weekends and holidays. This position will mainly work PM evening shifts and act as Manager on Duty for hotel.

• Minimum of 2 years Front Desk experience, preferably in leadership role.
• Proficient with PMS system. Marriott experience preferred.
• Advanced knowledge of brand’s reward program.
• Able to handle cash and credit transactions.
• Computer literacy and financial management are a must.
• Able to effectively deal with internal and external customers, some of whom will require a high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• General knowledge of local area attractions and transportation.
• Able to observe and detect signs of emergency situations. Able to remain calm and alert during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.
• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations, including, but not…