We are seeking an enthusiastic hospitality driven individual who is an effective communicator with exceptional guest service & problem resolution skills, who has strong ability to provide leadership and guidance to all front office operations through quality standards, and personnel management to ensure total guest satisfaction and hotel profitability. This person will also assist the Front Office Manager/General Manager by overseeing the responsibilities of the Front Desk staff. Ensure that the guests are being serviced in a professional and competent manner.
Roles and Responsibilities – is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.
- Supervise front office team and ensure efficient operations.
- Manage guest check-ins and check-outs.
- Monitor/oversee reservation systems and ensure accurate bookings.
- Respond to guest surveys and guest assistance cases promptly exceeding the guests’
expectations. - Ensure guest satisfaction scores remain above system average determined by the brand.
- Handle guest inquiries, requests, and complaints promptly and professionally.
- Coordinate with housekeeping, maintenance, and other departments to meet guest needs.
- Train front desk staff on procedures and customer service standards
- Address and solve guest inquiries, complaints, and guest assistance cases.
- Management of gift shop stocking/inventory, cash bank drawer reconciliation, reporting, etc.
- Proficiently schedule staff according to business demands and team member strength
- Maintain clean work environment at front desk, back of desk, and back office.
- Additional responsibilities assigned by dept. manager and/or GM.
Requirements: Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules (including Holidays and weekends) to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.
- Strong ability to manage staff by fostering positive team relations, utilizing conflict.
- Resolution methods and exercising constructive discipline.
- Easily multitask and work in a fast-paced environment
- Ability to communicate effectively with guests, clients, and other managers.
- Strong ability to empathize with guests making them feel cared for and important.
- Excellent problem resolution ability resulting in financial gain and/or guest satisfaction.
QUALIFICATIONS:
- A minimum 3-year previous experience in front desk operations
- OPERA experience a plus
- MS Office experience
- Proficiency in multilingual communication is a plus.
- Strong guest service skills with a focus on hospitality
- Familiarity with night audit procedures is advantageous.
- High School graduate or equivalent required.