Complex Front Office Manager
JOB Overview:
As a Complex Front Office Manager, you will supervise the daily operations of the Front Desk staff to maximize revenues and profits while attaining optimal guest satisfaction.
You will be responsible for all initial guest interactions, including, but not limited to check in/check out; problem resolution, delivering an award-winning service to every guest, every time.
Assist the Director of Rooms in administration and management of all Front Office Operations to maintain profitability, control costs and quality standards to ensure total guest satisfaction.
REPORTS TO:
Director of RoomsEssential Duties and
Responsibilities:
Supervise all Front desk Agents, Reservations, Bell, Valet, PBX & Front Office Supervisors.
Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
Respond to guest's special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
Create and post all Front Office associate schedules.
Implement company programs and supervise the daily operations of the Front Desk to comply with SOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
Prepare reports and assist in overseeing the Front Desk & Guest Services Upsell & Inventive Programs to maximize revenue.
Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for Front Office associates and other employees.
Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation.
Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
Comply with attendance standards and be available to work on a regular basis.
Perform any other job-related duties as assigned by Director of Rooms.
Diplomatically handle guest complaints including situations that arise when hotel is oversold, irate guests, etc.
Must have valid driver's license with clean driving record.
Passing the MVR is mandatory (no accidents or tickets for the past three years).
Qualification Requirements:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Minimum of 2
years working in a previous Front Office supervisory role, preferably within a luxury/lifestyle hotel environment.
Ability to communicate with and discipline front desk staff along with other resort departments, especially Accounting, Sales and Catering.
Ability to prepare computer reports and room keys utilizing general office equipment.
Maintain the accuracy of records and posting room charges.
Pleasant demeanor with guests of the resort.
Education and
Experience:
Bachelor's degree preferred, but not required.
High School Diploma required, previous front desk / guest service experience in a management capacity at a luxury or lifestyle hotel.
Reservation knowledge is helpful.
PERFORMANCE STANDARDSCustomer Satisfaction:
Our customers are what we are about.
One of the keys to a positive guest experience is positive interaction with Crescent staff.
It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances.
Every Crescent associate is a guest relations ambassador, every working minute of every day.
Work Habits:
In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance.
You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.
Safety & Security:
The safety and security of our guests and associates is of utmost importance to Crescent.
Every Crescent associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.
NOTE:
This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties.
Furthermore, the specific examples in each section are not intended to be all-inclusive.
Rather, they represent the typical elements and criteria considered necessary to perform the job successfully.
Other job-related duties may be assigned by the associate's supervisor.
Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an at will associate.
Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
41 CFR 60-1.
35(c)Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
41 CFR 60-1.
35(c) Recommended Skills Administration Courtesy Curiosity Front Office Medical Emergency Problem Solving Estimated Salary: $20 to $28 per hour based on qualifications.
As a Complex Front Office Manager, you will supervise the daily operations of the Front Desk staff to maximize revenues and profits while attaining optimal guest satisfaction.
You will be responsible for all initial guest interactions, including, but not limited to check in/check out; problem resolution, delivering an award-winning service to every guest, every time.
Assist the Director of Rooms in administration and management of all Front Office Operations to maintain profitability, control costs and quality standards to ensure total guest satisfaction.
REPORTS TO:
Director of RoomsEssential Duties and
Responsibilities:
Supervise all Front desk Agents, Reservations, Bell, Valet, PBX & Front Office Supervisors.
Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
Respond to guest's special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
Create and post all Front Office associate schedules.
Implement company programs and supervise the daily operations of the Front Desk to comply with SOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
Prepare reports and assist in overseeing the Front Desk & Guest Services Upsell & Inventive Programs to maximize revenue.
Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for Front Office associates and other employees.
Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation.
Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
Comply with attendance standards and be available to work on a regular basis.
Perform any other job-related duties as assigned by Director of Rooms.
Diplomatically handle guest complaints including situations that arise when hotel is oversold, irate guests, etc.
Must have valid driver's license with clean driving record.
Passing the MVR is mandatory (no accidents or tickets for the past three years).
Qualification Requirements:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Minimum of 2
years working in a previous Front Office supervisory role, preferably within a luxury/lifestyle hotel environment.
Ability to communicate with and discipline front desk staff along with other resort departments, especially Accounting, Sales and Catering.
Ability to prepare computer reports and room keys utilizing general office equipment.
Maintain the accuracy of records and posting room charges.
Pleasant demeanor with guests of the resort.
Education and
Experience:
Bachelor's degree preferred, but not required.
High School Diploma required, previous front desk / guest service experience in a management capacity at a luxury or lifestyle hotel.
Reservation knowledge is helpful.
PERFORMANCE STANDARDSCustomer Satisfaction:
Our customers are what we are about.
One of the keys to a positive guest experience is positive interaction with Crescent staff.
It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances.
Every Crescent associate is a guest relations ambassador, every working minute of every day.
Work Habits:
In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance.
You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.
Safety & Security:
The safety and security of our guests and associates is of utmost importance to Crescent.
Every Crescent associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.
NOTE:
This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties.
Furthermore, the specific examples in each section are not intended to be all-inclusive.
Rather, they represent the typical elements and criteria considered necessary to perform the job successfully.
Other job-related duties may be assigned by the associate's supervisor.
Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an at will associate.
Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
41 CFR 60-1.
35(c)Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
41 CFR 60-1.
35(c) Recommended Skills Administration Courtesy Curiosity Front Office Medical Emergency Problem Solving Estimated Salary: $20 to $28 per hour based on qualifications.
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