Front Office Manager

Description

Arbor Lodging is a leading hotel investment and management company with a growing portfolio of hotels throughout the United States, Mexico, and the Caribbean. We have been entrusted by numerous partners and are approved managers for Marriott, Hilton, Hyatt, and IHG. Our service ethos is proactive and holistic, fostering an environment where guests feel truly welcomed and supported at every interaction. Our culture is people-focused, data-driven, and results-oriented.

Summary:

The Front Office Manager (FOM) is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk and is the lead Front Desk support for the Operations Manager. The main focus of the role is the training, supervising, and scheduling of the front desk team. This role also assists the Operations Manager with the accounting and human resources functions of the Front Office. The FOM serves as the lead point person with regard to the Front Desk technology systems and in-house guest marketing initiatives. The FOM also represents the hotel with all guests in absence of the General Manager and Operations Manager. Will also function as a Guest Service Agent. 

Duties & Responsibilities:

• Ensure all staff is properly trained on all front desk operations, hotel facilities and services, local directions and safety and emergency procedures. Ensure all staff has the supplies needed to effectively carry out their job functions
• Supervise the front desk and reservation functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest information
• Responsible for the supervision of the security of cash, credit card transactions, and guest information
• Supervise the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing. Work with the hotel’s property management system to maximize revenue through occupancy and rate adjustments based on market conditions
• Establish effective Front Desk communication and information system through logs, department meetings, and one-on-one interaction with the staff
• Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.
• Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management
• Register guests, issue room keys, provide information on hotel services and room location. Answer phones in a prompt and courteous manner
• Supervising the accurate processing all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposits, and counting/securing assigned cash bank(s)
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
• Regularly sell hotel rooms through direct client contact
• Ensure all shifts are adequately staffed and arranges coverage of shifts should an absence occur
• Ensure compliance with federal, state and local laws regarding health, safety, and alcohol services
• Perform other duties as assigned

Requirements

Qualifications:

• High School diploma or equivalent required
• Two years of previous hotel front desk experience required
• Hilton OnQ certification highly desirable
• Ability to speak, read, and write fluent English; other languages beneficial
• Professional verbal and written communication skills
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances preferred
• Problem solving, reasoning, motivating, organizational and training abilities preferred
• Experience with Microsoft Office and Opera systems required
• Frequently standing up, bending, climbing, kneeling, and moving about the facility
• Carrying, lifting or pulling items weighing up to 50 pounds
• Frequently handling objects and equipment
• Will be required to work mornings, evening, weekends, and holidays

Benefits:

• Competitive salary $65,000 - $72,000 a year + bonuses
• Annual review with increase potential
• 401k program with company match
• Additional benefits may be available

Arbor’s Guiding Principles:

Arbor Lodging focuses on Five Guiding Principles to foster a culture where growth, development, and progression thrive within the properties:

• Do the Right Thing - Operate and act with integrity in all you do even when it is not convenient. 
• Lead with Heart - Be kind, passionate and hospitable.
• Be Accountable - Take ownership and deliver results.
• Aim Higher - Go above and beyond to exceed expectations and pursue thoughtful change.
• Celebrate Differences - Embrace diversity; respect individual opinions and ideas.

Arbor Lodging Management provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Arbor Lodging Management complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.