Front Office Manager - Franchise

Responsibilities

• Manage all Front Office operations to include, but not limited to:

  • Guest services and registration (check-in/check-out)
  • Room inventory and availability
  • Guest service standards and initiatives
  • Water park operations – scheduling and working with Maintenance
  • Cost controls and overall profitability

• Basic knowledge and understanding of PMS and credit card processing devices

• Budgeting and forecasting

• Policy and procedure implementation and enforcement

• Team member training

• Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations and delivering recognition and reward.

• Monitor and assess service and satisfaction trends, evaluate, and address issues and make improvements accordingly.

• Meet and greet guests and respond to guest inquiries, requests and issues in a timely, friendly, and efficient manner and resolves guest concerns.

• Initiate and implement up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.

• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.

• Complete audit procedures, as needed.

• Make reservations and have knowledge of all the outlets.

• Coordinate room status updates with the housekeeping department.

• Able to work any shift, including weekends and holidays.

• Recruit, interview, and train team members

• PMS system and cash handling

• Ensure timely and accurate customer service.

• Handle complaints and specific customers' requests

• Ensure the company’s policies and security requirements are met.

• Respond to emergencies on property and communicate with other managers and/or authorities, as necessary.

• Serves as property point person for any IT or Telcom related issues and coordinates resolution with any pertinent 3rd party vendors or systems support. Conducts initial trouble shooting such as network connectivity tests.

Requirements

• Minimum four years hotel front office experience required. Three years in hotel management preferred.
• PMS system and cash handling
• Hands on experience with office machines
• Thorough knowledge of customer service, office management and basic bookkeeping procedures
• Proficiency in English (oral and written)
• Solid knowledge of MS Office, particularly Excel and Word
• Excellent communication and people skills
• Good organizational and multitasking abilities
• Problem-solving skills
• High School diploma: additional certification is a plus.

Physical Requirements

• Able to stand for long periods of time.
• Moderate Lifting
• Hand and finger dexterity