Front Desk Manager

DELAMAR- Luxury Boutique Hotel in West Hartford, CT is seeking a Front Office Manager to join their growing team.

JOB TITLE: Front Office Manager/ MOD

REPORTS DIRECTLY TO: General Manager

DEPARTMENT: Front Office

DEPARTMENT HEAD: Front Office Manager

RESPONSIBILITIES:

1. To direct the actions and ensure the smooth and professional operation of the Front Office & Front Service Departments adhering to all established hotel standards and procedures.

2. To be fully aware of and maintain a departmental budget, operating labor costs, and all other expenses, keeping them in line with approved budget forecasts.

3. To ensure that staff scheduling is kept in line with the hotel’s daily demands and requirements.

4. To ensure that room sales are maximized by achieving the highest possible occupancy and highest possible average daily rate without jeopardizing the overall guest experience.

5. To interact professionally and efficiently with all other hotel departments in order to best maintain and service the guest rooms.

6. To allocate all daily guest room assignments adhering to guest preferences, previous assignments, VIP status, or Executive Office requests.

7. Formulate a Front Office training plan in order to identify skills required by team members to meet and exceed established hotel standards and procedures.

8. To conduct written Employee Evaluation sessions with all departmental team members for an initial 90-day review and annually thereafter.

9. To deputize for the GM in his/her absence and assume his/her responsibilities.

10. To maintain constant on-the-job training as set out in the front office training plan.

11. Process guest check-in and guest check out according to established Standards & Procedures, ensure total satisfaction is consistently delivered.

12. Ensure all guest requests are properly followed up.

13. Adhere to established hotel credit and cashiering policies.

14. Handle all guest complaints according to established procedures.

15. Be familiar with all emergency procedures.

16. Be familiar with local areas, restaurants, and attractions.

17. To be supportive of junior positions within the department and assist with on-the-job training of duties as required.

18. Supervise the smooth, professional operation of the Front Desk Guest Service Agents. Ensure they perform their duties according to established standards and procedures.

19. Be able to select and change room assignments appropriately as required.

20. Ensure that all guest payment and credit card information is accurate and adheres to established hotel standards and procedures.

21. To attend managers' wine and cheese reception.

22. To ensure that all departmental supplies are ordered and that levels are maintained adhering to established hotel standards and procedures.

23. To conduct any other tasks as directed by the General Manager.

24. To attend training as required.

QUALIFICATIONS:

Applicant must have Front Office Manager experience in a hotel setting.

Experience in PMS System, OPERA preferred.

Bachelors degree in Hospitality Management preferred.

Must be able to stand for long periods of time.

Job Type: Full-time

Pay: From $49,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Holidays
• Weekend availability

Supplemental Pay:

• Bonus pay

Education:

• Associate (Preferred)

Experience:

• Hotel experience: 2 years (Preferred)
• Hotel Front Desk Manager: 2 years (Required)
• Opera: 2 years (Preferred)
• Customer Service: 4 years (Preferred)

Work Location: One location