Front Office Manager

Summary

Join Embassy Suites UK/Coldstream as a Front Desk Manager and play a pivotal role in crafting unforgettable guest experiences.

This dynamic position serves as the heartbeat of our welcoming environment, ensuring seamless operations that reflect our commitment to excellence. As the face of our hotel, you will lead a dedicated team, fostering an inclusive atmosphere that delights every guest from check-in to departure.

Collaborate closely with departments such as Housekeeping and Guest Services, enhancing interdepartmental efficiency and elevating service standards. Your proactive approach will drive innovative solutions, positioning our front desk at the forefront of hospitality excellence.

This role offers a unique opportunity for professional growth within a prestigious brand, empowering you to expand your leadership skills and advance your career.

Join us in reshaping the hospitality landscape, where your contributions will have a lasting impact on both guests and colleagues alike.

Responsibilities

• You will oversee daily front desk operations, ensuring that all tasks are completed efficiently and to a high standard.
• We expect you to train, mentor, and manage the front desk team, fostering an inclusive and professional environment.
• You shall handle guest inquiries and concerns promptly and with empathy, providing resolutions that enhance guest satisfaction.
• We expect you to collaborate with other departments to ensure seamless communication and service delivery throughout the hotel.
• You will maintain the accuracy of room reservations and billing processes, utilizing our booking systems effectively.
• You shall implement and monitor front desk policies and procedures, ensuring compliance with company standards and legal requirements.
• We expect you to compile and analyze reports on front desk performance metrics, using data-driven insights to drive improvements.
• You will manage inventory and ordering of office supplies for the front desk, ensuring resources are available when needed.

Requirements

• You must demonstrate exceptional communication skills to effectively interact with guests, team members, and management.
• We require you to have a solid understanding of hotel management software for efficient front desk operations.
• You should possess strong leadership qualities to mentor and motivate the front desk team, fostering an inclusive and collaborative environment.
• Having problem-solving abilities is essential for addressing guest inquiries and resolving issues promptly and efficiently.
• We expect you to manage scheduling and oversee staffing levels to ensure adequate coverage at all times.
• Your role involves implementing and maintaining standard operating procedures to enhance service quality and operational efficiency.
• It is important that you can handle financial transactions accurately, including processing payments and balancing cash drawers.
• You are tasked with conducting regular training sessions to keep the front desk staff updated on policies, procedures, and customer service techniques.
• Prior Hotel Front Desk Experience (required)
• Prior Hilton Brand Experience (preferred)

Skills

• Customer Service Expertise
• Multitasking Ability
• Conflict Resolution Skills
• Budget Management
• Team Leadership
• Problem Solving
• Time Management
• Effective Communication
• Attention to Detail
• Hospitality Knowledge