Front Office Manager - Holiday Inn College Park

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POST DATE 9/11/2016
END DATE 10/10/2016

Holiday Inn College Park, MD

College Park, MD
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)


Chesapeake Hospitality and Holiday Inn College Park are looking to hire an outgoing Front Office Manager with excellent customer service skills to lead and be the face of the front desk. The primary commitment of the Front Office Manager is customer service because their efforts directly affect hotel guests and whether they return to the establishment. He/she oversees phone reservations and room assignments, greets and registers guests and fulfills requests for special services, such as meetings or transportation. The FOM is also responsible for resolving any guest issues and ensuring that all guest's expectations are exceeded. He/she also meets with other department managers, such as housekeeping, F&B, and sales in order to find ways of improving the guest experience. Responsibilities: Manage all Front Office operations to include but not limited to greeting guests, answering telephones, performing guest transactions, room reservations, revenue management, arrivals, departures, group reservations, night audit procedures, bell staff and property management systems. Maintain desired levels of quality in regards to management standards, guest comment cards, quality inspection scores and website reviews, on Heartbeat, IHG brand sites, or other online outlets. Operate the Property Management System at an "expert" level in all areas and be able to train staff accordingly. Performing associate training on service and related functions in guest services with a formal training in policies of practices and procedures that will develop hotel associates. Create the plan and scripts of front office guest interaction, including but not limited to phone greeting, reservations, welcome experience, welcome/departure calls. Ensure the accuracy of nightly audits, tax-exempt procedures, and any further SOP's laid out by the hotel or Chesapeake Hospitality. Adhere to budget guidelines assigned by the General Manager in operating expenses as well as payroll management. Manage and balance hotel inventory on a daily, weekly, and monthly basis. Manage the input of all group blocks, producing pick-up reports, and overall coordination of group reservations before, during, and after the arrival. Ensuring accurate reporting of room revenue, market segmentation, and other revenue data to the corporate office through daily reporting. Leading regular meetings to discuss progress and improvement plans with front office staff. Any additional tasks designated by the General Manager or Corporate Office Staff. Requirements: This position requires 2+ years of front office supervisory experience. Strong leadership skills. Strong oral and written communication skills. Attention to detail. Planning and organizational ability. Customer service skills. Computer skills. Basic accounting knowledge. Ability to work nights, weekends and holidays and fill in at the front desk. A formal fouryear college/university academic program or an indepth specialized training program directly related to the type of work to be performed. The position offers health insurance, 401k, life insurance, voluntary LT & ST Disability, Paid Time Off, Professional Development and opportunities for career advancement. (ref. 17940)