Front Office Manager

As a family-owned business built on genuine relationships, the character and quality of our staff is integral to delivering the culture of service our clients expect. Members of our team serve each other, our partners, and their community with kindness and respect, while inspiring successful returns for everyone. The diverse and intimate size of Naples Hotel Group encourages each associate's voice to be heard, fostering a dynamic environment of communal creativity that's rife with opportunities for advancement.

The Front Office Manager is responsible for managing guest and front office operations. You will assist with check-in, check-out, responds to guest requests and complaints, and act as manager on duty as assigned. You will be focused on optimizing each guest's experience by living out our company purpose of "hospitality from our family to yours".

Benefits:

• Quarterly Bonus Opportunity: Targeted 20% bonus potential based on performance
• Paid Time Off: 2 weeks of vacation in the first year and 4 sick days per year
• Volunteer Time: 2 hours of paid volunteer time each month
• Health, Wellness, and Income Protection: Comprehensive medical, dental, and vision insurance options, along with short-term disability, long-term disability, and life insurance plans
• Retirement Savings: 401(k) plan with employer matching contributions to help you prepare for the future
• Global Hotel Discounts: Exclusive rates on hotel stays worldwide
  
  
  

Responsibilities

• Demonstrates a dedication to superior guest services at all times
• Perform daily property walks to inspect condition and cleanliness of all rooms and public areas of the hotel.
• Report maintenance problems by completing work orders.
• Recruit, interview, hire, and train new housekeeping associates.
• Prepare work schedules based of the hotel's forecasted business demands and tracks attendance.
• Conduct associate performance reviews.
• Ensure all associates maintain a professional image including being in proper uniform with proper name tags visible at all times.
• Coordinate with other departments as necessary to resolve service requests or problems.
• Ensure guest safety by following established security procedures including emergency procedures, key security and protecting guest and company confidential information.
• Provide ongoing training and coaching for all Guest Services Associates
• Works closely with the General Manager, Director of Sales, and all Front Office staff to ensure proper room inventory and rate controls.
• Maintain accurate and complete bank records and other procedures to ensure complete and timely collections.
• Maintain cleanliness of the front desk, lobby, market, and back office areas
• Maintains accurate records and safeguards all market items
• Responsible for the management of Accounts Receivable, City Ledger, and Guest Ledger.
• Certified to clean and inspect guest rooms to ensure quality standards are being met.
• Ensure that budgeted expense goals are met through proper usage and control of supplies and labor.
• Greet each guest that you encounter during your shift with a friendly smile.
• Ensures uniform and personal appearance are clean and professional.
• Follow hotel procedures for reporting and turning in lost and found articles.
• Coordinate with other departments as necessary to resolve service requests or problems.
• Ensure guest and associate safety by following established security procedures including emergency procedures, key security and protecting guest and company confidential information.
• Follow all company and safety procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications.
  
  
  

Qualifications

• Bachelor's degree in hotel management, business, or similar
• Minimum 2 years' experience working in hotel guest services such as front desk or night audit
• Minimum 2 years supervising or managing a team
• This position is on their feet for the majority of their shift and requires a great deal of standing, walking, bending, stretching, pushing, lifting, pulling, and attention to detail.
• Excellent verbal and written communication skills.
• Must have proficient computer and keyboard skills.
• Ability to be on call at all times and work a flexible schedule to include mornings, days, evenings, overnights, weekends and holidays.
• Employment is conditional on candidate's successful completion of pre-hire drug and background screening
  
  
  

Naples Hotel Group is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.