Front Office Manager

Description

The Courtyard Boston Downtown North Station is in search of a dynamic, self-motivated Front Office Manager who will be responsible for managing all front office operations and providing guests with quality service prior to and throughout their stay, while maximizing room revenue, occupancy and guest satisfaction.

Essential Job Functions:

• Engage with guests, taking all necessary actions to ensure superior problem resolution, maintaining a high level of guest satisfaction and quality
• Ensure that no-show and cancellation revenue is maximized through consistent and accurate billing
• Track guest satisfaction surveys and ensure any negative guest reviews are responded to within 48 hours, addressing feedback and taking all necessary internal corrective action
• Maintain compliance with Marriott Courtyard Quality Assurance procedures and ensure the front office is consistently executing brand and ownership standards
• Keep abreast of the current Courtyard Brand Standards and ensure all Front Office employees are up to date on all required training
• Expediently respond and react to emergency situations, notifying all necessary parties per company standards
• Ensure logging and delivery of all guest or admin messages, packages and mail in a timely and professional manner
• Review daily Front Office reports and revenue reports generated by Night Audit
• Prepare weekly schedule for the Front Office according to business forecast, payroll budget guidelines and productivity requirements
• Oversee Front Office payroll, ensuring employee productivity is high and overtime is kept to a minimum
• Train employees on and be knowledgeable of Front Desk and Night Audit checklists and procedures
• Establish and maintain key control system
• Maintain Market and department inventory while adhering to Fontainebleau Development’s standard operating procedures regarding purchase orders, auditing of invoices and checkbook accounting
• Directs the Front Office staff by coaching, counseling and providing guidance, while motivating team to improve and maintain positive morale
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests and colleagues
• Maintain an active role in recruitment for the department, conducting interviews and being a key contributor to all hiring decisions within the Front Office
• Other duties and responsibilities as assigned

Qualifications

• 4 Year College degree preferred in Hospitality or related field

• 3+ years of experience in hospitality industry, preferably Guest Services area

• Excellent communication skills, both verbally and in writing, to respond to guest requests and give direction to co-workers
• Ability to handle cash and credit transactions

• Maintains professionalism at all times, demonstrating courtesy and respect to guests and co-workers
• Ability to manage and resolve conflicts