What are the responsibilities and job description for the Front Office Manager - AC Hotel Portsmouth position at Colwen Hotels?
AC Hotel Portsmouth, a Colwen Hotels Property, is seeking an engaging, friendly and detail-oriented Front Office Manager to join our team. In this role you will be directly responsible for the Front Desk and Night Audit teams, with a focus on guest and associate satisfaction. To be successful in this position you should have passion for delivering a superior service experience and developing our associates.
Colwen Hotels is a hospitality group built on hard work, character and authenticity. We cultivate ideas and empower individuals to bring forward-thinking concepts to life to enrich guest experiences. Staying ahead of the curve is what has made us who we are today and we strive to keep our ideas fresh. We currently have 40 hotels in our portfolio operating across 10 states. With our continued growth and project pipeline, we are able to provide our associates with exciting career advancement growth and opportunities.
General Responsibilities :
- Manages day-to-day operations of the department to ensure associates adhere to Colwen Hotels and brand standards and consistently meet and exceed business and guest expectations.
- Responsible for recruiting, interviewing, and hiring associates for the Front Office Department.
- Develop specific departmental goals and objectives to prioritize, organize, and get work done.
- Drive ongoing associate engagement / recognition initiatives.
- Establish and maintain open collaborative relationships with direct reports and team members to ensure everyone is treated with dignity and respect.
- Manage the ordering and inventory of the Front Office department supplies and uniforms.
- Supervise staffing levels to ensure that guest services, operational needs, and financial objectives are met.
- Monitor associate performance; provide coaching, mentoring, and developmental plans to improve associates' capabilities and performance.
- Comprehends budgets, operating statements, payroll progress report, and maintain the operating budget.
- Ensure all associates adhere to credit and cash handling policies; analyze variances and maintain a close watch to the daily house count.
- Demonstrate knowledge of the brand specific service culture and ensure all associates provide excellent service to meet and exceed guest's expectations.
- Greet VIPs and arrange for special services as requested.
- Review daily Front Office work and reports generated by Night Audit, and take appropriate actions to ensure all issues are resolved in a timely manner.
- Take a proactive approach when addressing guest issues and lead by example by setting a positive tone for the team.
- Coach and support the Front Office to effectively manage occupancy, rates, wages, and controllable expenses.
- Identify service issues and trends. Facilitate creative solutions to overcome obstacles and insure continuous guest satisfaction results.
- Balance cost controls with exceptional customer service and associate satisfaction.
- Ensure compliance with company policies and procedures and Federal & State Labor laws.
- Performs other duties, as assigned to meet business needs.
Requirements :
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Colwen Hotels is an equal opportunity employer. EEO M / F / D / V
