Front Office Manager

We are currently seeking experienced, energetic, and customer-service focused Hotel Front Office Manager, for the Avid-Hotel. We currently have an opening for Full-Time. Candidates must be self-driven, goal-oriented, and work well within a successful team environment. Front Office Manager is responsible for providing attentive, courteous, and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy. Primary responsibilities include greeting guests, registering guests, making and modifying reservations, hotel operator, and concierge duties and sales. The ideal candidate will have prior hotel front office management experience with Opera PMS & IHG Standards preferred. The Front Office Supervisor will also be responsible for training all front office staff and assisting the Front Office Manager in improving the culture of the department and hotel. The Front Office Supervisor will also be assigned tasks that will improve his/her knowledge of the operations and accounting of the Front Office. The position requires an upbeat, dependable, and responsible individual that is willing to ensure 100% guest satisfaction at all times. This person will assist in meeting all guest needs from check in to check out, giving directions, assisting with issues, sales, and helping ensure that all guests have a 100% satisfaction stay.

What you will be doing: 

• Through proper front office room merchandising procedures, ensure management of the rate structure via reservations and front office salesmanship and meet or exceed the average rate goals of the hotel and total room revenue.
• Ensure all Front Office systems and control procedures comply with corporate policy and procedures.
• To maintain open and transparent communication with all internal departments.
• Ensure proper and appropriate staffing in all said areas at all times. Schedule to peaks and valleys in occupancy.
• Be familiar with and able to direct all fire, life, and safety procedures and train staff in appropriate fire, life, and safety procedures.
• Create a culture of profitability, guest satisfaction, and employee satisfaction.
• Implement and monitor guest service programs and VIP programs.
• Assisted in handling all complaints and incidents and communicating with management.
• Use the guest's name in all transactions.
• Have complete knowledge of hotel services, outlet hours of operation, and area knowledge.
• Providing information to guests about hotel policies, services and amenities
• Responding to requests from guests for assistance and information about the local area (e.g. directions, places to eat)
• Selling rooms to “walk in” customers.
• Entering/changing reservations information on the computer
• Posting charges to guest's accounts
• Processing payments from guests
• Making necessary corrections to guest accounts
• Informing housekeeping department about room status/availability
• Listening and responding to guests’ requests and complaints
• Operating hotel switchboard
• Cleaning the front desk area
• Maintaining daily logs
• Balancing shift work and cash drawers

Education and Experience:

1-2 years of front desk experience at a select-service hotel preferred. One year of front office supervisor experience is preferred.

Language Skills: Ability to read and comprehend instructions, short correspondence, and memos; ability to write professional correspondence; ability to effectively present one-on-one and small group situations to customers, clients, and other staff members of the organization and hospitality community.

Tools and Equipment:

Proficient in OnQ PMS, Opera, or Fosse systems. Word and Excel Proficiency. Able to coach and train.

Job Type: Full-time

Required education:

• High school or equivalent
• IHG Certified a Plus, Knowledge of Opera PMS required.