Front Office Manager

E11EVEN Club Hotel & Residences Front Office ManagerUnder the general guidance of the Director of Front Office, the Front Office Manager oversees the daily operations of the Front Office Department at E11EVEN Club Hotel & Residences, ensuring that the Front Desk and communications meet hotel standards for maximum guest satisfaction. The Front Office Manager acts as the main contact for guests and other hotel departments in the absence of the Director of Front Office.Responsibilities include:Acting as manager on duty in the absence of the Director of Front Office and Director of Hotel Operations, handling complaints, problem solving, disturbances, special requests, and any other issues that may arise.Managing the night shift and directing all overnight hotel operations to ensure guest safety and service standards are met, coordinating Front Office activities with other departments.Supervising and developing overnight front desk staff, including scheduling, assigning nightly work, training, coaching and counseling, evaluations, and recognition.Communicating to night staff all nightly activities, group and VIP arrivals, special requests, and frequent guests.Completing audit procedures and ensuring all audit reports and forms are completed accurately and in a timely manner.Providing an accurate end-of-shift report of arrivals, departures, VIPs, and shift notes to Front Office, Hotel Management, and Executive Committee members.Participating in guest relocation decisions on overcapacity nights and ensuring a smooth relocation process, in coordination with the Director of Front Office and/or Director of Hotel Operations.Greeting and welcoming guests in a friendly and helpful manner, providing accurate information such as outlet hours and local attractions, and ensuring public areas are kept clean and tidy.Ensuring guests are properly registered in the system, verifying reservation, address, and credit information.Promptly answering the telephone, retrieving messages, and communicating them to guests.Accepting payment at registration and check-out, posting charges to guest rooms and house accounts, closing guest accounts, and ascertaining guest satisfaction.Maintaining a house bank, making daily deposits with accurate reports of receipts, cash checks, and exchange currency for guests.Fielding and resolving guest complaints through thorough research and effective solutions satisfactory to both the guest and the hotel, working toward problem prevention through long-term planning.Effectively managing the OPERA, HotSOS, and iVvy systems.Directly managing the Rooms Controller and indirectly managing all subordinates within the department.Handling all administrative work regarding interviewing, hiring, training, performance appraisals, and coaching/counseling.Holding regular pre-shift and monthly departmental staff meetings.Evaluating costs, overseeing inventory and ordering of front office supplies, and maintaining front desk equipment and par stock.Working with Sales and Revenue managers regarding guests and groups.Ensuring the hotel maintains the highest standards of service, cost control, and consistency.Performing other related duties as assigned by management.Qualifications include:High school or equivalent education required. Bachelor's degree preferred.Two to four (2-4) years of experience in Front Office, Housekeeping, or Guest Services, including at least two (2) years of supervisory experience, required.Proven leadership and business acumen, with demonstrated ability to supervise and motivate team members.Good judgment with the ability to make timely and sound decisions; commitment to excellence and high standards.Excellent written and oral communication and customer service skills; able to communicate with people at all levels and from various backgrounds.Strong organizational, problem-solving, and analytical skills, with acute attention to detail and the ability to manage changing priorities.Proficient in OPERA, HotSOS, iVvy, Microsoft Office, and Outlook.Professional appearance and demeanor. Bilingual skills a plus.Licenses or certificates: Ability to obtain and/or maintain any government required licenses, certificates, or permits.Benefits include:Medical insurance, dental insurance, vision insurance, life insurance, short-term and long-term disability insurance401(k) Retirement Plan with employer matching contributionsPaid holidaysPaid vacationPaid sick leave (provided in accordance with applicable law)Employee assistance program (EAP)Educational opportunities / Tuition reimbursementPaid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable lawFor Employees Based in Washington: 8 paid holidays per year; up to 20 days of paid vacation per year, based on classification and length of service; paid sick & safe time accrues at 1 hour for every 30 hours worked, with up to 72 hours of unused time carried over from one anniversary year to the next.For Employees Based in Colorado: 8 paid holidays per year; employees working in the City of Denver receive 64 hours of designated holiday time per calendar year; up to 20 days of paid vacation per year, based on classification and length of service; 6 days or 48 hours of Paid Sick Leave per year, accrued at 1 hour for every 30 hours worked.For Employees Based in California: 8 paid holidays per year; up to 20 days of paid vacation per year, based on classification and length of service, capped at 1.5x annual accrual rate; non-supervisory employees working in the City of Los Angeles accrue up to 22 days of Compensated Time Off, based on length of service capped at 192 hours of combined PST and CTO; paid sick time accrues at 1 hour for every 30 hours worked, unused time is carried over from one anniversary year to the next up to a maximum of 80 hours; employees working in the City of Los Angeles are provided 40 hours of Paid Sick Time annually on their anniversary, unused time is not carried over from one anniversary year to the next.Please note that certain benefits described above for associates in Washington, Colorado, and California may vary for associates covered by a Collective Bargaining Agreement ("CBA"). For such associates, eligibility for and the terms and conditions of benefits are governed by the applicable CBA and any applicable plan documents, and may differ from the benefits described above. In the event of any conflict or inconsistency, the terms of the applicable CBA and governing plan documents will control, as applicable.**The above-referenced benefits do not apply to part-time positions