Responsible for the management of the front office during assigned shift, to include: staffing, training, scheduling team members, planning and coordinating all Front Office activities to ensure efficient operation of the department. Delivering an exceptional guest experience.
Qualifications:
Minimum two years hotel operations experience, preferably in front office operations.
Proficient knowledge of all hotel departments, front office operations, guest service standards, and hospitality industry practices.
Relevant coursework or certifications in management, hospitality, or customer service are beneficial.
Proven ability to train and coach team members to achieve excellence.
Excellent communication and interpersonal skills.
Ability to handle stressful situations and resolve conflicts effectively.
Effective problem-solving skills and a proactive mindset.
Proficient in using hotel management software and Microsoft Office Suite.
Strong organizational and multitasking skills.
Excellent guest service skills.
Ability to work flexible schedule to include nights, weekends and holidays.
Key Responsibilities:
Responsible for supervising and leading the front office team, ensuring that staff are properly trained, motivated, and performing their duties to deliver exceptional guest experience.
Review payroll, manage schedules, maintain labor costs, and adapt operations based on guest needs and trends.
Foster a positive work environment, encouraging team work and professional growth.
Manage the guest experience from arrival to departure; including guest check-in, reception, registration, rooming, and account settlement.
Supports the front office team in resolving escalated guest issues.
Monitor cashier accuracy, manage financial data, and adhere to credit policies.
Troubleshoot systems related to key encoding, call accounting, in-room movies, video checkout, and PMS interface.
Supports the Rooms Controller position to ensure pre-blocking for VIPs, coordinate group check-ins, and ensure effective communication with Concierge.
Coordinate hotel participation in marketing programs and ensure provision of appropriate information to package guests.
Ensures that guest areas are maintained and meet service standards.
Develops and distributes key performance metrics for the Front Office including occupancy status and hourly house counts.
Ensures effective and efficient interdepartmental communication.
Develop and update front office procedures and programs.
Perform other duties as assigned.