What are the responsibilities and job description for the Front Office Manager position at StepStone Hospitality?
Welcome to Crowne Plaza North Augusta
At Crowne Plaza North Augusta, we pride ourselves on delivering exceptional service and Gracious Hospitality. Located in the heart of North Augusta, our hotel offers a modern and welcoming environment for guests and team members alike. As part of our team, you will play a key role in creating memorable experiences for our guests while contributing to a culture of excellence and teamwork.
Duties and Responsibilities
Assist in preparing and monitoring the departmental budget, focusing on labor costs, rate strategy, and inventory management.
Oversee night audit operations and prepare financial reports.
Develop strategies to increase occupancy and average daily rate (ADR) through upselling and walk-ins.
Use staffing tools to manage and optimize labor.
Team Management :
Oversee staffing, assign work, and set performance and development goals for the team.
Provide coaching, mentoring, and feedback to enhance performance and resolve conflicts.
Ensure all team members are trained on systems, security, cash handling, and service standards.
Work flexible shifts, including AM, PM, or night audit, to maintain proper staffing as needed.
Participate in the executive committee and rotate as weekend Manager on Duty, staying on-site during assigned weekends.
Guest Experience :
Ensure the front desk delivers prompt, professional, and personalized guest service.
Address guest complaints and feedback effectively to improve satisfaction.
Conduct routine inspections of the front office and public areas, correcting deficiencies.
Model and reinforce Gracious Hospitality principles with all staff.
Operational Accountabilities :
Handle guest complaints and concerns promptly and professionally.
Ensure accurate information is available for guests regarding local events and attractions.
Supervise and cross-train front office and night audit staff.
Maintain communication across departments and update guest / group information as needed.
Enforce all hotel policies, procedures, and cash handling standards.
Optimize room revenue by analyzing rates, monitoring credit limits, and reviewing house counts.
Administrative Responsibilities :
Monitor and order supplies for the front office and lobby sundry shop.
Review daily reports, logs, and guest feedback to maintain service quality.
Train staff on IHG loyalty programs and ensure compliance with brand standards.
Use Quore for tracking guest, housekeeping, and maintenance requests.
Perform other duties as assigned by management.
Key Competencies :
Proficiency in OPERA PMS and Quore.
Strong organizational, communication, and problem-solving skills.
Ability to lead and motivate a team to deliver exceptional guest experiences.
StepStone Hospitality, Inc. is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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