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Form of workJob Description
The Front Office Manager directly oversees all front office personnel and ensures the proper completion of all front office duties. Responsibilities include efficient and smooth operations for producing excellent feedback and guest satisfaction from the front office department.
POSITION: Front Office Manager
REPORTS TO: General Manager
ESSENTIAL FUNCTIONS:
- Ensures outstanding customer care at all times.
- Maintains a friendly, professional, cheerful, and courteous demeanor at all times.
- Accurately answers inquiries from potential guests and accepts hotel reservations. Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency.
- Responds to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns in a timely fashion.
- Supervises daily shift process ensuring all team members adhere to standard operating procedures and are friendly and attentive to guest needs and service.
- Trains and directs the workflow and processes of the Front Desk. Resolves issues/problems and coaches and counsels the Front Desk team members to ensure a quality operation.
- Resolves customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
- Cross checks all billing instructions are correctly updated
- Performs other duties as assigned, requested, or deemed necessary by management.
- Ensures safety by following guest check-in and security procedures and reporting suspicious activity to security, manager, or MOD.
- Assists all departments in servicing the guests, especially during high volume periods.
- Takes responsibility in the absence of General Manager and Assistant General Manager.
- Produces Hotel Front Desk schedules
- Cover shift when there is a call out.
- Performs other duties as assigned, requested, or deemed necessary by management.
REQUIREMENTS:
- High school diploma or equivalent.
- Must speak, read, write, and understand English.
- Minimum two (2) years of Hotel Front Desk experience.
- Prior Front Desk supervisory experience preferred.
- Basic math or accounting skills.
- Must have good problems solving skills.
- Flexible and long hours are sometimes required.
- Flexible to work different shifts including weekends and holidays.
- Must be able to lift, push, move, or pull objects weighing up to 25 lbs.
