Job Description

Overview:
To work closely with the Director of Front Office and Assistant Front Office Managers to oversee the Front Desk and Guest Services staff, ensuring maximum Front Office and Guest Services operating efficiency. Managing and problem solving associate and guest issues while remaining professional at all times.
Responsibilities:
• Interview, select, train, develop, and coach all job classifications within the front office department which includes but is not limited to Front desk agents, Ideal Services, Night Audit, Bell/Valet, Parking Operations, Rooms Controllers, Front desk Leads, Supervisors, Guest Services/Parking Leadership and Assistant Front Office Managers in order to maintain a highly functioning, profit maximizing, and efficiently run team.
• Serve as interdepartmental liaison for the front office operations.
• Verify that accurate room status counts are taken at the proper times and that the information is relayed to those concerned.
• Assist with daily revenue and expense tracking, as well as short and long-term budgeting for the related Front Office Department.
• Maintain continuous contact with hotel guests and VIPs to ensure that any special requests, early check-ins, problems, or complaints are handled quickly, efficiently, and courteously.
• Conduct monthly meetings with Front Desk personnel about safety concerns, training requirements, monthly goals, areas for improvement, etc.
• Implement & maintain company service standards through training, reviewing Medallia Scores, and setting goals within each department
• Communicate with all department managers on continuing basis.
• Handle all guest complaints maintaining a satisfactory impression with the guest on resolving any complaints
• Communicate with all department managers on continuing basis.
• Handle all guest complaints maintaining a satisfactory impression with the guest on resolving any complaints.
• Complete rate discrepancy report and make needed changes.
• Adhere to all Systems & Controls of the Front Office and appropriate areas of responsibilities.
• Assure knowledge and training of Marketing Programs of company and hotel.
• Work closely with the Loyalty Ambassador to ensure all select guests are being tracked and serviced.
Qualifications:
• A minimum of two years previous Front Office Management experience is required.
• Knowledge of the hotel’s property management system (Opera) is preferred.
• College degree preferred, but not required.
• Previous management experience and excellent communication skills is required.
• Education in Hospitality program is preferred.
• Previous luxury hotel experience is required.
• Must be able to work a flexible schedule and willingness to work nights, weekends, and holidays.
• Ability to stand for the entire scheduled shift.
• Customer service oriented, ability to multi-task, detail orientation, and excellent organizational skills needed.
• Knowledge of Property Management Systems and related computer programs
• Strong knowledge of Microsoft Office Software.