Hotel Front Office Manager

UNDER NEW MANAGMENT!

Position Title: Front Office Manager

Reports to: Hotel General Manager

Position Summary:

Primarily supervises front desk team members to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction. Responds professionally and courteously to arriving, departing, and in-house guests by providing accurate and timely information and services. Provides technical support to the front desk and housekeeping staff when needed. The front desk manager will act as a role model, sharing expertise and knowledge while continually inspiring the front desk associates. Is responsible for ensuring hotel charges are processed diligently to guests' accounts, accurate invoices, and billing instructions are verified, and all necessary supporting bills and vouchers are attached for direct settlements. Monitors Night Audit function to ensure hotel ledgers are balanced. In addition, the front desk supervisor will ensure that all guests are satisfied when complaints arise. Guest Service is the number one focus in this role. Oversees and supervises the reservation staff.

DUTIES AND RESPONSIBILITIES:

1. Ensures Outstanding customer care at all times.

2. Maintains a friendly, professional, cheerful, and courteous demeanor at all times.

3. 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.

4. Responds to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns in a timely fashion.

5. Uses suggestive selling techniques to sell room nights, and increase occupancy and revenue.

6. Supervises daily shift process ensuring all team members adhere to standard operating procedures and are friendly and attentive to guest needs and service.

7. 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.

8. Resolves customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.

9. Adheres to company credit limit policies.

10. Allocate rooms to expected arrivals after checking the guest's preferences and special requests.

11. Builds strong relationships and coordinates with all other departments especially housekeeping, reservations, etc.

12. Ensures phone calls, wake-up calls, and messages for guests are handled in a prompt, efficient, and professional manner.

13. Cross checks all billing instructions are correctly updated

14. Handles bus group arrivals and corporate market segment groups and pre-registers each guest and ensures payment is made in full for the group or that billing is correct. 15. Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by casino/hotel policies and procedures.

16. Participates in setting yield management strategies, marketing programs, and rates 17. Performs other duties as assigned, requested, or deemed necessary by management.

18. Ensures Front desk log book and hotel log book are always updated and acted upon.

19. Ensures safety by following guest check-in and security procedures and reporting suspicious activity to security, manager, or MOD.

20. Participates in hotel committees and task force assignments.

21. Assists all departments in servicing the guests, especially during high volume periods.

22. Takes responsibility in the absence of the Hotel Manager and Assistant Hotel Manager.

23. Produces hotel front desk schedules

24 Participates in the budget and forecast reporting

25. Ensures time and attendance policies and payroll are accurately reflected.

26. Attends meetings as required.

27. Ensures front desk supplies are stocked and computer equipment functioning properly.

28. Oversees the business center and ensures the area is clean and guest-ready at all times.

Job Type: Full-time

Pay: From $16.00 per hour

Benefits:

• Employee discount
• Flexible schedule

Schedule:

• 4 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Weekends as needed

Work setting:

• In-person

People with a criminal record are encouraged to apply

Experience:

• Leadership: 2 years (Required)
• Guest services: 2 years (Required)
• Sales: 2 years (Required)
• Hotel management: 3 years (Required)

Ability to Commute:

• Dallas, TX 75228 (Required)

Ability to Relocate:

• Dallas, TX 75228: Relocate before starting work (Required)

Work Location: In person