Front Office Manager

To create an amazing experience for our guests and fellow team members.

Position Summary:

The FOM is responsible for training and holding the guest services team accountable for creating amazing experience for each our guests while we have the time to connect with them in the lobby or over the phone.

Duties & Responsibilities:

The responsibility to our guests:

At check in:

• Eye contact, smile, tone and inflection in your voice with our guests
• Sincerity in the welcoming our guests
• Accurate, quick and efficient check in by following and completing all the key points on your check in script
• Walk the guest to the elevators at check in
• Use the guest’s name at least twice
• Adhere to the rewards standards set forth by the brand
• Suggest and accurately enter in all wake up calls

During their stay:

• Anticipate guests’ needs and exceed guest their expectations
• Answer all calls within three rings with a smile in your voice
• Know your local area attractions end directions

At check out:

• Eye contact, smile, tone and inflection in your voice with our guests
• Accurate, quick and efficient check out by following and completing all the key points on your check out script
• Store luggage as needed with a luggage tag
• Read our guests’ non-verbal guest cues and understand when the guests is not satisfied with their experience

The responsibility to the team:

• Live the mission by being a good will ambassador inside and outside of work
• Promote teamwork and an enjoyable work environment
• Ensure that the team has clear communication from shift to shift with fellow team members to make sure the team is set up for success.
• Lead by example for each of the guest service representatives. Ensure that you are following all of the training guidelines for a GSR.
• Lead the sellout process for the front office.
• Responding to GSS and Tripadvisor responses within 48 hours.
• Maintain the inventory and place orders for the gift shop. Keep the checkbook up to date with paid invoices reconciled with purchase orders
• Work with the AGM to ensure that the GSRs have enough supplies (paper, keys, luggage tags, etc.)
• Complete onboarding for each team member by ensuring their training is complete within 30 calendar days of hire, which includes training on:
• Property Management System Procedures
• Check in , check out and phone scripts
• Cash handling, drops and bank processes
• How to read and analysis particular reports
• Emergency procedure training
• How to be effective when handling difficult guest issues as they arise
• Use the L.E.A.R.N. method for handling guest issues
• Reservations & cancellation procedures
• Sell out process & walk procedures
• Handle guest mail, messages and safe deposit boxes
• Hours of hotel services, room locations & amenities
• How to handle minor maintenance issues as they arise
• Chemical Training and Blood borne Pathogen Training
• Keep a clean and organized work space
• Attend work on time as scheduled and adhere to attendance policy
• Complete schedules and fulfill requests as best that can be accommodated by Thursday afternoons at 3p.

The responsibility to the hotel and yourself:

• In the AGM’s absence, complete deposits and make them ready for GM or AGM to take to the bank, assist in time punches, respond to GSS/Social media reviews within 48 hours, respond and close all GXP cases/chats, and sit in on revenue management calls.
• Perform coaching and training for continued learning and success of all front desk agents.
• Ensure the safety and security of our guest and team members at all times and report unsafe conditions and suspicious activity to hotel leadership
• Always practice energy conservation
• Ensure security and confidentiality of all guest and hotel information and material.
• Utilize Service Recovery for any guest issues that arise while on property
• Regularly required to stand; walk; reach; use hands to finger, handle or feel; talk and hear.
• Must have finger, hand and upper body dexterity to push, pull and move levers, equipment and furniture throughout shift.
• Must be able to lift, carry or otherwise move up to 15 lbs. regularly.
• Assist with Sales and Marketing Efforts as directed by management staff.
• Wear uniform, including nametag at all times in accordance with the Standards of Appearance.
• Be able to work by yourself
• Adhere to the work rules set forth in the team member handbook.
• Perform other duties as assigned.

The hotel work environment:

• The hotel business operates 24 / 7 / 265. There is no guaranteed shift or schedules. There may be times that you will need to move to different shifts or different work areas to accommodate our guests.
• This position description is not intended to create, nor is it to be construed, as a contract of employment or a promise of employment.
• I understand that my employment is an “at-will” relationship and may be terminated by either party at any time, with or without notice.
• This is the bare minimum list responsibilities and is not meant to be an all-inclusive list. There will be other reasonable responsibilities that you will be assigned to do as requested by your department leader. Flexibility to work various shifts, including weekends and holidays as needed.

Join our team as a Front Office Manager where your expertise will contribute significantly to creating memorable experiences for our guests!

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Expected hours: 45 per week

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Morning shift
• Rotating weekends

Ability to Commute:

• Lake Geneva, WI 53147 (Required)

Ability to Relocate:

• Lake Geneva, WI 53147: Relocate before starting work (Required)

Work Location: In person

Salary : $20 - $22