Front Office Manager

Job Description

JOB TITLE

: Front Office Manager/ MOD

REPORTS DIRECTLY TO

: Director of Rooms

DEPARTMENT

Front Office

DEPARTMENT HEAD

Front Office Manager Job Summary:

Your mission is to lead by example, guiding the Front Office team in alignment with Delamar Traverse City's vision of thoughtful, elevated hospitality. As Front Office Manager, you are a constant and composed presence; setting the tone with intention and a deep sense of ownership over the guest experience. In this role, you are responsible for upholding all Delamar standards, ensuring policies and procedures are executed consistently while continuously elevating the quality and efficiency of the team's performance. Working collaboratively with Front Office leadership and department heads, you will drive the planning, organization, and execution required to deliver an exceptional guest experience.

RESPONSIBILITES

• To direct the actions and ensure the smooth and professional operation of the Front Office & Front Service Departments adhering to all established hotel standards and procedures.
• To be fully aware of and maintain departmental budget, operating labor costs and all other expenses, keeping them in line with approved budget forecasts.
• To ensure that staff scheduling is kept in line with the hotel's daily demands and requirements.
• To ensure that room sales are maximized by achieving the highest possible occupancy and highest possible average daily rate without jeopardizing the overall guest experience.
• To interact professionally and efficiently with all other hotel departments in order to best maintain and service the guest rooms.
• To allocate all daily guest room assignments adhering to guest preferences, previous assignments, VIP status or Executive Office requests.
• Formulate a Front Office training plan in order to identify skills required by team members to meet and exceed established hotel standards and procedures.
• To conduct written Employee Evaluation sessions with all departmental team members for initial 90-day review and annually thereafter.
• To deputize for the Director of Rooms in his/her absence and assume his/her responsibilities.
• To maintain constant on the job training as set out in the front office training plan.
• Process guest check in and guest check out according to established Standards & Procedures, ensure total satisfaction is consistently delivered.
• Ensure all guest requests are properly followed up.
• Adhere to established hotel credit and cashiering policies.
• Handle all guest complaints according to established procedures.
• Be familiar with all emergency procedures.
• Be familiar with local area, restaurants and attractions.
• To be supportive of junior positions within the department and assist with on-the-job training of duties as required.
• Supervise the smooth, professional operation of the Front Desk Guest Service Agents. Ensure they perform their duties according to established standards and procedures.
• Be able to select and change room assignments appropriately as required.
• Ensure that all guest payment and credit card information is accurate and adheres to established hotel standards and procedures.
• To ensure that all departmental supplies are ordered and that levels are maintained adhering to established hotel standards and procedures
• To conduct any other tasks as directed by the Director of Rooms and or General Manager
• To attend training as required.

Qualifications & Experience Minimum of 2-4 years of progressive experience in Front Office or Guest Services within a luxury or lifestyle hospitality environment Demonstrated leadership experience, with a passion for developing and inspiring teams Exceptional command of English, both written and verbal; additional languages are an asset Flexibility to work a varied schedule, including evenings, weekends, and holidays, in support of business needs Polished, professional presence with outstanding interpersonal and communication skills Proven ability to manage multiple priorities with composure in a dynamic, fast-paced environment Highly developed emotional intelligence, with the ability to listen, empathize, and respond thoughtfully to guest needs Self-directed and dependable, with a strong sense of accountability and ownership Detail-oriented with a commitment to consistency, accuracy, and elevated service delivery Physical Requirements To successfully perform this role, the individual must be able to carry out its essential functions with or without reasonable accommodation. Ability to stand and be actively present on the floor for extended periods Ability to move throughout the property, including occasional bending, reaching, or kneeling as needed to support operations

Benefits:

401(k) Dental insurance Employee discount Health insurance Life insurance Paid time off Retirement plan Vision insurance

Work Location:

In person