Front Office Manager

Reporting to the General Manager, the successful candidate will be responsible for management of all front desk operations, primarily focusing on providing strong leadership to the guest services team so they can provide highest and most professional level of guest services. This position is a working manager position.

* Always provides exceptional and professional service to our Guests and Associates

* Ensures the well-being of our guests and associates by being alert to, having a working knowledge of crisis and emergency procedures, and reporting potential hazards.

* Models all hotel standards while caring for the guests, co-workers and owners

* Responds to and actions service issues that arise in order to exceed our service commitment policies

* Ensures proper staffing levels at Front Desk in accordance to budget expectations.

* Communicates relevant information and observations to appropriate departments regarding hotel operations, and the guest experience for both individual and group contacts

* Seeks feedback from guests on the service provided and shares this information with line-level associates and upper level management

* Ensures that guest and associate concerns are resolved in a professional and timely manner

* Participates in departmental meetings and supports all members of the hotels leadership

* Creates, standardizes and trains all agents on Front Desk procedures

* Confirms and manages Group and meeting reservations, ensuring all details are properly documented and communicated to the correct department.

*Working knowledge of yield managment strategies, OTAs and extranet systems.

* Helps to ensure all areas of service including Guest Services, Housekeeping, Maintenance and banquets are meeting andor exceeding the guests expectations by working with the leadership team.

*Always acts in the best interest of the hotel so as to nurture and grow the hotels business and maintain a positive reputation in the surrounding community.