Front Office Manager

Job Summary Ensures the efficient and effective operation of the Front Desk department of the hotel. Guides and directs line staff to achieve established goals and objectives. Ensures total guest satisfaction through employee training, motivation, and performance management. Responsibilities Welcomes guests in a friendly, prompt and professional manner. Schedules, coordinates, directs and delegates work to Front Desk department associates. Manages the performance of Front Desk agents, coaching and counseling as deemed to be appropriate and conducts annual performance reviews. Trains new employees on compliance with company, hotel, and brand standards. Makes recommendations for disciplinary action of employees as appropriate. Maintains good working relationships and communications with all departments. Verifies accurate room status information is maintained and properly communicated according to the procedures established. Resolves guest complaints quickly, efficiently and courteously. Updates, maintains, monitors and prepares group information and requirements, including relaying the appropriate information to relevant departments. Qualifications 1-2 years customer service experience. Ability to stand for 8 hours Basic knowledge of computers and software including ability to use e-mail, word processing, spreadsheet software and hotel management system. Benefits/Perks Excellent benefits include: Medical, dental, life, PTO, and 401k with company match for full-time associates We offer an excellent travel discount program. Opportunity to grow, we promote from within Excel Hotel Group is a fully integrated property ownership, management, and development company enjoying exciting growth. We believe that our family-driven culture is the backbone of our company.