Overview
Objective:
Reporting to the Director of Rooms, the Front Office Manager is responsible for overseeing and managing the day-to-day operations of Front Office Departments. As a key member of the leadership team, the Assistamt Front Office Manager will lead to provide exceptional, knowledgeable, personal, and dedicated service for our guests and associates.
Qualities:
· Professional attitude and appearance
· Detail oriented
· Enjoys serving the public
· Flexible, energetic and able to maintain a positive attitude
Skills/Requirements:
- Strong communication, leadership and organizational skills
- Excellent customer service and problem resolution along with ability to coach associates
- Passionate in the development of our people
- Customer service oriented with a commitment and dedication to improving guest experience
- Ability to set front office priorities through effective planning and organization
- Energetic, reliable, flexible and hands on individual who works well under pressure
- Must have minimum 3 year’s of experience as a Front Desk Supervisor
Responsibilities:
- Motivate, lead and encourage the entire Rooms team to generate positive results in guest experience, financial goals and associate satisfaction.
- Interview, hire, supervise and counsel Guest Service Agents and Night Auditors in the efficient operation of their respective areas.
- Ensure all new hires have brand training completed in a timely manner
- Ensure CBA is followed and a sound working relationship with the Union is maintained.
- Includes ongoing training and coaching with Human Resources to ensure disciplinary process and performance management is consistent and effective
- Create a CARE service culture in the hotel and maximize the Guest Service Index.
- Maximize Cultural Spirit Index through strong leadership and practicing effective HR policies and practices.
· Promote and encourage inter-departmental cooperation and communication to improve customer service and overall satisfaction.
· Completion and review of daily report package.
Further Duties and Responsibilities:
· Onboarding of all new Front Office Associates acting as a mentor and coach throughout
· Lead, own and document monthly department carevesations.
· In Co-ordination with Director of rooms take on a role of responding to Salt reviews.
· Manage, maintaining/improving SALT and Revinate scores for Overall Departure, Overall Pre-arrival, Delivery of Cookie, Delivery of Honor’s benefits and Welcomed as Honor’s member.
· Manage and maintain Front Desk productivity
o Continual review of checklist and modifying as needed
o Implement and maintain Quarterly incentive program for front desk department
o Hold individual associates accountable and ensure a full understanding of the Hotel’s expectations and performance standards
· Conduct and document weekly conversations and info sharing with Front Office team to discuss Salt, procedure changes and any other team relevant topics.
· Conduct shift change over meetings and review of shift change report and pass over report
Work Location: In person
