What are the responsibilities and job description for the Hotel Front Office Manager position at Rough Creek Lodge, Ranch & Resort?
Front Office Manager
The Front Office Manager is responsible for overseeing the daily operations of the hotel's Front Office, ensuring guest satisfaction, and providing exceptional service. This role involves managing the Front Office team including: The Front Desk, Nightly Audit, Reservations, Bellman, Welcome Station, Massage & Facial Services, Guest Services and Gift Shop sales.
Key Responsibilities:
- Guest Services Management:
- Ensure a smooth and efficient check-in and check-out process for guests.
- Handle and resolve guest complaints and concerns in a professional and timely manner.
- Maintain a presence at the front desk during peak times to assist staff and guests.
- Team Leadership:
- Supervise, train, and mentor front office staff, including reservationist, bellmen, and concierge.
- Create schedules and manage staffing needs based on occupancy and business levels.
- Operational Oversight:
- Oversee daily front desk operations, room allocation, and guest service procedures.
- Ensure compliance with hotel policies, procedures, and service standards.
- Financial Responsibilities:
- Monitor room inventory and optimize revenue through effective room assignments and upselling strategies.
Qualifications:
- Experience:
- Minimum of 3-5 years of experience in hotel front office operations, with at least 2 years in a supervisory role.
- Skills:
- Strong communication and interpersonal skills.
- Proficiency in hotel management software (e.g., IQWare, PMS) and Microsoft Office Suite.
- Personal Attributes:
- Professional appearance and demeanor.
- Flexibility to work various shifts, including holidays.
