What are the responsibilities and job description for the Front Office Manager position at The Palms Hotel & Spa?
ABOUT US :
The Palms Hotel & Spa combines genuine service, laid-back sophistication and oceanfront serenity into a 251-room vacation, meeting, and wedding destination where complete wellness and environmental awareness are at the center of each guest experience.
Privately owned and managed by a European family since over 25 years, The Palms is a AAA Four-Diamond rated hotel with a lush tropical pool area, a full-service beach operation, over 8,000SF of meeting and event space, an AVEDA lifestyle spa & salon, and ESSENSIA Restaurant & Bar, its signature natural gourmet eatery. The Palms Hotel & Spa is a member of Preferred Hotels & Resorts , a collection of the finest independent luxury hotels around the world, and Beyond Green , a global portfolio of planet Earth’s most sustainable hotels, and the recipient of Travel & Leisure’s World’s Best Award for six consecutive years.
Enjoy a stable work environment in a professionally run hotel, where we help each other to flourish and grow. Come and be a part of our family!
JOB SUMMARY :
The Front Office Manager manages all the operations of Front Office : At Your Service, ensures efficient guest registration, check out, telephone service and guest requests, observes front desk / guest service agents as well as telephone operators and ensure that established procedures are completed in accordance with policy and procedure.
Job Duties / Tasks / Responsibilities
- Manage the front desk operation including guest registration, room assignment and check out procedures
- Assign VIP guest rooms and monitor amenities
- Monitor billing, cashiering and bill adjusting procedures
- Manage 3 VIP programs (American Express Hotel Collection, iPrefer Member Program, Capital One)
- Scheduling
- Manage the Concierge Staff , Bellstaff, and At Your Service staff, including monitoring and evaluating performance
- Monitor billing, cashiering and bill adjusting procedures
- Manage Room Upgrade Incentive Program
- Represent hotel management in guest issue resolution
- Mentor, train & coach the front office staff
- Work closely with Reservations and Housekeeping Departments
- Interview New Hire candidates
- Take part of the Manager on Duty program
- Anticipate and improve guest satisfaction
- Manage difficult service situations
- Pro-actively monitor, track and respond to guest comments and feedback
- Manage shift transfer process & proactively disseminate information
- Lead & facilitate Front Office Meetings
- Participate in hotel departmental meetings
Knowledge, Skills, Abilities Required
Interpersonal Abilities Required
Physical Demands / Requirement
Most of the time spent standing, walking or there are some requirement to lift moderate weight (10-20 pounds)
Work Environment / Conditions
Typically located in a comfortable area. There may be regular exposure to mild discomfort from factors such as dust, odors, extreme temperature, inclement weather, noise, or lights.
This job description is not necessarily an exhaustive list of all responsibilities, skills, duties and requirements, efforts or working conditions association with this position. While this is intended to be an accurate reflection of the current tasks performed, management reserves the right to revise or require other commitments when circumstances prevail.
The hotel will function seven days a week, 24 hours a day. We may find it necessary to re-schedule shifts according to our business volume. You must be willing and available to fulfill these demands
While performing the duties of this job, the team member will be regularly required to walk, stand and sit. The associate will occasionally be required to climb and use balance. Additionally, the team member will frequently be asked to use hands and arms carry and lift items. Specific vision abilities required to perform this job include close vision and distance vision.
The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job.
While performing the duties of this job, the team member may experience temperature fluctuations and moderate to high levels of noise. The team member will also come in contact with noxious and abrasive chemicals that must be handled properly to ensure the safety of the team member and others.
