Hotel Front Office Manager

We are looking for an individual who is passionate about serving guests and leading a team with the same passion. As Front Office Manager, you will be able to showcase your interpersonal strengths where you will lead, train and recognize your team in support of exceptional guest service! Creating heart-warming and genuine moments for our guests in a surprise and delight fashion which is our goal.

We are a small, boutique, 60 room property which has been family owned since 1975.

A resort focused on the positive effects of geothermal water, we strive to provide a relaxing, restorative stay with helpful, friendly staff, who become your trusted advisers on where to dine, shop, and sip.

Job Responsibilities

Key responsibilities of a Front Office Manager include:

• Ensuring the front desk team is checking guests in and out of the hotel in an efficient, courteous, and professional manner
• Ensuring guest’s needs and concerns are responded to in a timely, professional and friendly manner with a focus on service recovery when applicable
• Ensure reservations by the front desk team are correct, all steps performed, phone interactions are taken in a professional, polite, and courteous manner
• Coaching and developing team members in all aspects of customer service as well as functions of their position
• Evaluating Front Office team performance and taking appropriate corrective action as needed to hold team members accountable
• Setting goals, providing ongoing feedback, and reward/recognize team members
• Reviewing guest comments and ensure that problems are identified and corrected in a timely manner by responding to feedback surveys and follow-up with appropriate departments.
• Maintaining an efficient system of communication between the Front Office, Housekeeping, and Maintenance.
• Monitoring and maintaining the front office systems and equipment to ensure their optimum performance
• Ensure on-line booking engine reservations from both hotel and OTA’s are properly entered by team members.
• Monitor OTA bookings and prevent overbooking of room types, reconciliation of monthly invoices .
• Handle group blocks for weddings; including contracts, phone communications, block releases and email correspondence with wedding planners.
• Monitor forecast reports and strive to maximize room revenue and occupancy
• Assist with both front and back end of property management system.

Job Requirements

The ideal Front Office Manager candidate will possess strong communication skills, a clear understanding of guest service in a hotel environment and demonstrate leadership abilities.

The minimum qualifications for this position are:

• Minimum of three years front office management in a hotel (assistant manager or manager)
• Must be highly organized, results oriented with the ability to be flexible and work well under pressure in a fast-paced changing environment
• Must be detailed oriented, recognizing the customer experience begins from the first point of contact until the guest departs and that all aspects of the reservation must be accurate.
• Ability to handle stressful situations in a calm, professional manner and exhibit good judgment
• Must have the ability to communicate clearly and directly with guests using a positive speaking voice as well as excellent writing skills using proper sentence structure and punctuation.
• Strong interpersonal skills: ability to get along with diverse personalities, tactful and flexible
• Must have excellent supervisory and interpersonal skills
• Ability to work a varied schedule that will include evenings, nights, holidays and weekends
• Recognize the importance of punctuality and how punctuality correlates to dependability, trustworthiness, reliability and respect for the both the owners as well as other team members
• Knowledge of accounting and bookkeeping transactions commonly used at comparable hotels or resorts.
• Experience with property management systems
• Salary depends upon experience

Job Type: Full-time

Pay: $68,000.00 - $70,000.00 per year

Benefits:

• 401(k) matching
• Employee discount
• Health insurance
• Health savings account

Schedule:

• 8 hour shift
• Day shift
• Evenings as needed
• Every weekend
• Holidays

Experience:

• Hotel experience: 3 years (Preferred)

Work Location: In person

Salary : $68,000 - $70,000