Front Office Manager

Job description

We are looking for a Front Office Manager to serve as our guests’ first point of contact and manage all aspects of their accommodation. Our ideal Front Office Manager responsibilities include registering guests, managing reservations and providing information about rooms, rates and amenities. If you have a knack for customer service and work experience in the hotel industry, we’d like to meet you. Ultimately, you will help create a pleasant and memorable stay for our guests and TEAM members.

Responsibilities

· Perform all check-in and check-out tasks

· Manage online and phone reservations

· Inform customers about payment methods and verify their credit card data

· Register guests collecting necessary information (like contact details and exact dates of their stay)

· Welcome guests upon their arrival and assign rooms

· Provide information about our hotel, available rooms, rates and amenities

· Respond to clients’ complaints in a timely and professional manner

· Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs

· Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests

· Upsell additional facilities and services, when appropriate

· Maintain updated records of bookings and payments

· Motivate your TEAM to provide the same level of service you would expect of yourself

· Promote and initiate employee incentives surrounding delivery of guest service and IHG Loyalty Enrollments

· This is a working manager position meaning you will be covering shifts daily as business warrants

· Maintains proper pars for Gift Shop and able to place cost effective order to provide guest with the items they require most while traveling

Skills

· Work experience as a Front Office Manager or Front Desk Supervisor

· Experience with hotel reservations software specific to Opera. Onity and Merlin knowledge a plus

· Understanding of how travel planning websites operate, like Booking and TripAdvisor

· Excels in delivery of flawless guest service making our property our guests’ home away from home

· Excellent communication and organizational skills

Benefits

· Medical/Dental/Vision benefits available

· Reduced room rates within Lodging One and IHG hotel portfolio

· PTO plan

· Holiday Pay for time worked

Job Type: Full-time

Pay: $38,000.00 - $43,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Holidays
• Night shift
• Weekend availability

COVID-19 considerations:
We utilize the IHG 5 Ways of Clean process and utilize Proctor & Gamble Hospital cleaning products. Masks and other PPE products are provided to guests and associates alike.

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel & Accommodations Guest Services Staff: 1 year (Required)
• Hotel experience: 1 year (Preferred)

Work Location: One location