Hotel Front Office Manager

Hotel Front Office ManagerWe are looking for a Front office manager to manage our front of house. You will act as the 'face' of our hotel and ensure guests receive a heartwarming welcome. You will also coordinate all front desk activities, including calls, reservations and guests services.As a Front office manager, you should combine a pleasant personality with a dynamic professional attitude to supervise and lead our team. Our ideal candidate can deal efficiently with complaints and has a solid customer service approach.Ultimately, you should be able to ensure our front desk provides professional and friendly service to our customers.ResponsibilitiesEnsure front desk is tidy and has all necessary stationery and material (e.g. pens, forms and informative leaflets)Train, supervise and support office staff, including receptionists, security guards and call center agentsSchedule shiftsEnsure timely and accurate customer serviceHandle complaints and specific customers requestsTroubleshoot emergenciesMonitor stock and order office suppliesEnsure proper mail distributionPrepare and monitor office budgetKeep updated records of office expenses and costsEnsure company's policies and security requirements are metRequirementsProven work experience as a Front desk manager or Reception managerHands on experience with office machines (e.g. fax machines and printers)Thorough knowledge of customer service, office management and basic bookkeeping proceduresProficiency in English (oral and written)Solid knowledge of MS Office, particularly Excel and WordExcellent communication and people skillsGood organizational and multitasking abilitiesProblem-solving skillsHigh School diploma; additional certification is a plusEssential Functions:Welcome guests in a friendly, prompt professional manner at all times.Check guests in, issue room keys.Ensure required identification is taken from the guests at check-in line with local legislative requirements.Answer phones in prompt and courteous manner.Answer, record and process all guest call, messages, requests, questions or concerns.Check guests out, including resolving any late or disputed charges.Accurately process all cash and credit card transactions using established procedures.Train front desk in all aspects of the front desk.Accurately bill and record payments of Accounts Receivables.Take action, solve problems/complaints using appropriate service recovery guidelines.Follow established safety protocols and procedures at all times.Understand the use of the time clock and the importance of "clocking in & out" for any un-work-related activity.Creates schedules for front office staff.Makes sure time clock punches are correct.Work with your team and communicate with other departments as per hotel procedures to ensure excellent quality and service.Fill in for the Breakfast/Lobby attendant when needed.Tools and Equipment:Bell stand luggage carts, hand truckComputer and printer, telephone, pen/pencil, photo-copying machine, facsimile machineWorking Environment:Interior and exterior of hotel in center of front drive.Physical Job RequirementsFrequently standing up behind the front desk and front office areas.Carrying or lifting up to 50 poundsHandling objects, products and computer equipment.standing, stooping, liftingClimbingClimbing up to but not limited to one flight of stairs.Work EnvironmentInside 100% of work period (approximately 8 hour shift)Interior and on occasion exterior of hotel with exposure to weather conditions.Continually standing for long periods of time, up an entire shift.Must be able to lift up to 50lbs.Must be willing to assist with Concierge & Front Desk DutiesVisibly must be able to use computer for extended periods of timeMust answer phones in a clear, understandable toneMust be able to push or pull a fully loaded bell cart full of luggageMust be able and willing to use stairs whenever necessaryBackground check is required.