Job description: Overview We are seeking an experienced Hotel Front Office Manager, you will be the vibrant heartbeat of our hotel, ensuring that every guest experiences exceptional service from the moment they arrive until their departure. You will lead the front desk team, manage guest relations, and oversee daily operations to create a welcoming atmosphere that reflects our commitment to hospitality excellence. Your leadership will inspire your team to deliver outstanding customer service while maintaining efficient front office operations.

Duties:

Manage and coordinate all front desk operations, ensuring seamless guest check-in and check-out processes. Foster positive guest relations by addressing inquiries, resolving issues, and anticipating needs to enhance overall satisfaction. Manage night audit procedures to ensure accurate financial reporting and compliance with hotel policies. Train and mentor all front office staff on customer service best practices, phone etiquette, and multi-line phone systems. Collaborate with housekeeping and maintenance teams to ensure rooms are ready for guests and any issues are promptly addressed. Implement strategies to improve guest services and enhance the overall guest experience. Maintain accurate records of guest interactions and transactions while ensuring confidentiality and data protection.

Other Responsibilities:

Oversee daily front desk operations, ensuring efficiency, hotel cleanliness and guest satisfaction. Responsible for all front office staff, training, performance evaluations and maintain a positive work environment. Coordinate with front desk, breakfast, housekeeping, and maintenance teams to ensure daily operations are being performed per brand standards. Closely monitor hotel's room inventory, rates and revenue. Implement revenue management strategies to maximize profitability while maintaining high occupancy and rates. Take a hands-on approach at the front desk, working side by side with associates, covering shifts and providing 24-hour support to the team. Conduct night audits and ensure accurate financial reporting. Address all guest inquiries and resolve issues promptly to enhance customer service experience and maintain high customer satisfaction scores. Respond to all guest surveys and social media reviews on a daily basis. Monitor compliance with health and safety regulations and hotel policies. Develop and maintain relationships with vendors and suppliers for operational needs. Conduct inventory and weekly ordering of breakfast foods, housekeeping supplies, front office supplies and maintenance items. Manage all maintenance issues, coordinate with the engineering staff and contractors to avoid out of order rooms. Ensure hotel is in compliance with all IHG brand standards, including cleanliness and conditions. Responsible to ensuring high guest satisfaction scores. Requirements Proven experience in a front desk or customer service role within the hospitality industry; resort experience is a plus. Strong leadership skills with the ability to motivate and manage a diverse team effectively. Clear understanding of addressing and resolving all HR related issues with employees and disciplinary actions. Excellent phone etiquette and interpersonal skills to foster positive guest interactions. Background in hospitality management is preferred, with knowledge of revenue management practices. Familiarity with night audit procedures and hotel management software is advantageous. Strong problem-solving skills with a focus on delivering exceptional guest experiences. Capable of working at a fast pace to oversee operations during busy periods. Must be extremely organized, self motivated and have a strong ethic when meeting deadlines. Ability to work flexible hours, including mornings, evenings, overnights, weekdays, weekends and holidays as needed to support hotel operations. Strong knowledge and experience with computers Only candidates with outgoing personality and excellent customer service skills will be considered. Must apply on indeed.com, no phone calls or emails please.

Pay:

$20.00 - $25.00 per hour Application Question(s): Do you live within 30 miles of hotel location? Do you have an open availability to work weekdays, weekends and holidays? Are you 21 years of age or older? How many years of experience do you have managing staff? What is the highest number of employees do you have experience managing?

Education:

High school or equivalent (Required)

Experience:

Customer relationship management: 5 years (Required) Hospitality management: 3 years (Required)

License/Certification:

Driver's License (Required) Shift availability: Day Shift (Required) Night Shift (Required) Overnight Shift (Required)

Work Location:

In person