Front Office Manager
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The Front Office Manager ensures front office staff and management are properly trained to standards and able to carry out the operations of each department. Supervision of the daily operations of the Front Office Staff to maximize revenues and profits while attaining optimal guest satisfaction; responding to guest's special requests, needs, problems, issues and concerns Manage day-to-day staffing requirements, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance. Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction. Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies. Create and execute innovative front office strategies that will drive the hotel to exceed guest satisfaction and revenues. The Front Office Manager establishes standards for personnel performance and customer service. Review work procedures and operational problems to determine ways to improve service, performance, or safety. Maintain complete knowledge of: all hotel features and services, all room types, rates, special package and promotions, daily arrivals / departures / room availability, scheduled in-house group activities. Review and respond to daily operational demands as it relates to the hotel.