Oversees all guest operations, including front desk, bell staff,
and transportation services to ensure quality and guest
satisfaction. Good through knowledge of property management
software (PMS) or hotel reservation software. Works closely with
the Guest Service Operations Manager and night audit staff to
ensure maximum front office efficiency.
Manage and monitor activities of all employees in the Front
Office department making sure they adhere the standards of
excellence and to the guidelines set in the employee handbook,
hotel policies and procedures, coaching, training and correcting
Maintain a professional and high quality service oriented
environment at all times.
Act as manager on duty for the hotel, dealing with complaints,
problem solving, disturbances, special requests and any other
issues that may arise.
Inform all Front Office staff of daily activities, group and VIP
arrivals as well as special requests and repeat guests. Check
accommodations, making sure any special requests are carried out
accordingly, greet guests upon arrival and ensure escort to
accommodations if appropriate.
Undertake full responsibility for Scheduling and Payroll of the
Complete weekly supply inventories to ensure adequate parts as
well as complete rate discrepancy report and make needed
Block/assign applicable arrivals for the following day and peak
demand periods; i.e. V.I.P.'s, Special Requests, etc., and prepare
group information sheets.
Work closely with the Housekeeping Department to improve guest
services and foster cross departmental communications.
Coordinate daily activities with front office team on a daily
Be aware and able to enforce all fire-life-safety procedures.
Remain current in all updates with regards to new procedures and
training. Ensure staff is fully trained in emergency procedures.
This position is a member of the hotel's emergency response
High school diploma or general education degree. An associate
degree in hotel management or related field or equivalent
experience and 3 to 4 years of hotel Front Office experience,
including at least 3 years as a supervisor.
Excellent knowledge of the English language is mandatory as well
as the ability to speak, read and write clearly. Must be able to
listen to, read and/or write instructions, memos, short
correspondence and messages.
Responsible for supervision and training of all Front Office
employees including but not liminted to Management Trainees,
Concierge, Bell and Door staff, and Lobby
Preferred: Graduate of a hotel school or 5 years experience in a
related field; 5 years of supervisory experience.