Front Office Manager

Delamar-Luxury hotel in Fairfield CT is seeking an experienced Front Office Manager to join its team.

RESPONSIBILITIES:

• Prepare daily morning reports and present the reports to the general manager and department managers
• Supervise and delegate tasks to the front office team while communicating with various hotel departments making sure shifts run smoothly
• Promote the business and brand by providing a high level of customer service at all times
• Answer and direct phone calls to the applicable department
• Review employee hours and resolve timecard issues in PayCom
• Interact professionally and efficiently with the various hotel departments
• Prioritize and multitask
• Assign and block rooms for arriving guests, while being attentive to guests’ preferences and requests
• Treat all employees and guests with respect and fairness
• Follow and implement good ethical standards
• Incorporate problem thinking skills
• Protects guests’ confidentiality
• Support team members by recognizing and rewarding collaboration, cooperation, and activities contributing to the hotel’s success
• Consider and collaborate actions and decisions on other departments
• Create guests’ reservations, check-in arriving guests, as well as check guests out
• Respond to e-mails in a timely manner
• Train and mentor, the front office and front service departments, adhering to all established standards and procedures while teaching exceptional customer service
• Create the front office schedule in accordance with the needs of the corporation’s demands
• Prepare and present 90 day and annual reviews to employees
• Handle guests’ complaints patiently and proactively
• Resolve guest issues and provide follow-ups
• Attend managers and all other scheduled meetings
• Support the front office and front service departments with training and questions
• Ensure that all guests' payment methods are set accordingly to avoid disputes
• Direct to Director of Operations daily and available to assist with given tasks
• Prepare and distribute end of the month reports to accounting
• Collaborate with the purchasing agent to ensure all departmental supply levels are maintained according to hotel occupancy

Qualifications

• Office Administration and Front Office skills
• Customer Satisfaction and Customer Service experience
• Strong communication skills
• Experience in PMS Opera preferred
• Excellent organizational abilities
• Problem-solving and decision-making skills
• Attention to detail and multitasking capabilities
• Previous experience in a hospitality or hotel setting is desirable
• Bachelor's degree in Hospitality Management or related field is a plus