Front Office Manager

Duties and responsibilities

Front Office Manager

Manage all aspects of the front office, for example guest reservations and registration, business center, telephone services, Night Audit and Guest Services to deliver a guest experience that is unique and brings the brand to life.

At Holiday Inn Express we want people who are friendly, welcoming and full of life; people who are always finding ways to make every guest’s experience an enjoyable one.

Job purpose

Department: Front Office Reports To: General Manager

• Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management.
• Oversee night audit function and preparation of daily financial reports.
• Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.
• Communicate any outstanding guest requests or issues to the General Manager that may require additional monitoring or follow-up
• Take action to solve guest problems/complaints using appropriate service recovery guidelines
• Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the General Manager.

People:

• Manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.
• Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties.
• Ensure staff is properly trained on systems, security and cash handling procedures, and service and quality standards.
• Being passionate about people and service
• Strong communication skills essential when interacting with guests and employees
• Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
• Basic math skills are used frequently when handling cash or credit.
• Problem solving, reasoning, motivating and training abilities are often used
• Have the ability to work a flexible schedule including nights, weekends and/or holidays

Other:

2 years’ Front Office/Guest Service experience including management experience preferred. Must speak fluent English. Other languages preferred

Guest Experience:

• Ensure front office staff provides guests with prompt service, professional attention and personal recognition.
• Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships drive continuous improvement in guest satisfaction.
• Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.

Perform other duties as assigned. May also serve as manager on duty.

Must have:

-2 Years of supervisory experience

-2 Years of hotel experience

-Cash handling and experience using a PC

-Reliable Transportation

Job Type: Full-time

Pay: From $20.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off

Schedule:

• Holidays
• Weekends as needed

Work setting:

• In-person

Experience:

• Hotel experience: 1 year (Required)
• Supervisory: 1 year (Required)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Work Location: In person