The Front Office Manager is responsible for ensuring the efficient and courteous operation of the Front Office. This role focuses on providing quality service to guests throughout their stay while maximizing room revenue and occupancy.
Availability on weekends is essential, and this position may require overtime as necessary.
Qualifications :
- Minimum 3 years of progressive experience in a hotel or related field, preferably with Marriott Hotels; 2+ years in a supervisory role.
- Proficient in Windows operating systems, company-approved spreadsheets, and word processing.
- Strong communication skills with the ability to convey information clearly.
- Quick decision-making skills and the ability to evaluate alternative courses of action.
- Composed under pressure with effective problem-solving abilities.
- Competent in handling financial information and basic arithmetic functions.
Job Responsibilities :
- Respond to all guest requests, problems, complaints, and accidents at the Front Desk or through Reservations in a courteous and efficient manner, ensuring guest satisfaction.
- Address guest feedback on the Stay Experience Platform and Guest Assistance portals promptly, ensuring issues are resolved and cases closed.
- Motivate, coach, and discipline Front Desk personnel in accordance with company policies.
- Ensure compliance with brand training standards and conduct Front Desk interviews following hiring procedures.
- Foster employee morale and facilitate training for Front Desk staff.
- Maximize room revenue and occupancy by reviewing daily status, analyzing rate efficiency, and monitoring credit reports.
- Attend leadership meetings with necessary reports to establish selling guidelines and implement restrictions.
- Supervise the Night Audit function, ensuring accuracy in reports.
- Develop and mentor assigned managers, ensuring competency sign-off.
- Meet all end-of-month report deadlines (e.g., Central Reservations, Market Segment).
- Review Front Desk staff hours for payroll and submit to Operations Manager timely.
- Prepare employee schedules based on business forecasts and productivity requirements.
- Ensure accurate cash handling at the Front Desk and compliance with company protocols for financial transactions.
- Maintain professional relationships and open communication with managers, employees, and other departments.
- Operate and maintain the Front Office computer system, ensuring effective software use and report generation.
- Ensure courteous handling of reservations with upselling techniques.
- Greet all guests at the Front Desk according to company SOPs.
- Enforce all company policies and hotel rules, including cash handling and lost and found procedures.
- Monitor V.I.P. guests and special requests, maintaining high service standards.
- Conduct monthly all-employee meetings and weekly staff training sessions as required.
- Maintain organized documentation for purchases, schedules, and reports.
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