Front Office Manager

Lead the day-to-day front office operations and help deliver guest experiences at a hotel in Montgomery, AL.

Responsibilities

• Direct front office activities for the hotel and identify opportunities to create memorable guest experiences
• Drive excellent guest service results and assist with stay details including reservations and room assignment requests and inquiries
• Provide training, support, and tools so team members can take care of guests
• Train, manage, and develop the Front Office Team, including front desk and guest services staff
• Schedule guest services front desk representatives and night audit staff
• Act as Manager on Duty for assigned shift(s) and complete required coverage as needed
• Maintain proper staffing levels for the department and manage departmental supplies and inventory controls for Front Office and market items
• Review all schedules to ensure issues are identified and addressed
• Conduct monthly guest services meetings and keep employees informed
• Be hands-on with guest services and support other hotel areas as needed
• Maximize profits, occupancy, and guest satisfaction, including maximizing room occupancy at best rates
• Establish consistent Standard Operating Procedures for the front office
• Ensure compliance with hotel and company Front Office systems and controls
• Assure staff follows Company Appearance and Grooming standards, including correct uniforms and name tags
• Assign duties and shifts, observe performance, and ensure adherence to hotel policies and operating procedures
• Review guest experience scores, discuss scores with staff, and recommend improvements
• Respond to guest inquiries, complaints, and special requests
• Track all corporate accounts
• Complete daily credit check
• Be familiar with the hotel computer system for training, maintenance, and troubleshooting
• Train staff on Company and Brand standard programs, and on rewards programs and requirements
• Participate in Revenue calls
• Coordinate with valet, housekeeping, and engineering to ensure rooms are guest-ready
• Comply with hotel security, fire regulations, and all health and safety requirements and legislation
• May be required to perform Front Desk Clerk duties or other supervised roles as needed

Requirements

• Customer service oriented with ability to multi-task, strong attention to detail, and excellent organizational skills
• Minimum 1 year in a hotel management role required
• Previous experience as a front desk, guest service supervisor, or manager preferred
• Strong leadership and organizational skills; ability to effectively lead a team
• Excellent customer service and verbal and written communication skills
• Familiarity with Microsoft Office
• Familiar with office equipment such as copier, printer, facsimile machine, and telephone
• Must be able to work a flexible schedule and be willing to work nights, weekends, and holidays
• Required to work desk shifts as needed
• Ability to work without constant supervision
• Knowledge of and ability to operate personal computers and various property-specific applications
• Ability to read and speak English fluently; second or multiple languages are a plus
• Ability to perform under pressure
• Education: High school education required; some college preferred

Technologies

• Microsoft Office
• Hotel computer system
• Personal computers
• Various property-specific applications

Benefits

• Competitive salary
• Benefits: Health, Dental, Vision, Life Insurance, and other supplemental options
• 401k with employer match
• Paid PTO
• Team member hotel discount program
• Bonus eligible

Physical Demands

• Ability to stand for the entire scheduled shift; stand for long periods
• Repetitive use of arms, hands, and legs; handle or feel objects, tools, or controls; reach with hands and arms; stoop, kneel, crouch, or crawl
• Frequently walk, climb, or balance; talk and hear
• May be required to regularly lift and/or move up to 10 pounds; frequently lift and/or move up to 25 pounds; occasionally lift and/or move up to 50 pounds
• Capable of close vision, distance vision, and color vision
• Able to operate in mentally and physically stressful situations