Hotel Front Office Manager

UNC Charlotte Marriott is excited to adding a Front Office Manager to our welcoming team. If you want to be part of the #1 team in the University area, come join us as we grow together on this wonderful hospitality journey. Respond in a professional and courteous manner to arriving, departing, and in-house guests by providing accurate and timely information and services. Respond to inquiries regarding hotel information and guest concerns. Supervise the daily operations of the Guest Services personnel; promoting a safe environment and quality services to achieve maximum guest satisfaction and financial success. Responsibilities Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, to ensure guests are satisfied and in rooms as requested. Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures to close guest accounts and ensure guests are satisfied. Ensures the front desk team regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records. Courteously answers inquiries and accepts reservations by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room rates, increase occupancy and revenue. Maintains good guest relations by keeping abreast of all in-house and area functions to answer questions and concerns with timely and knowledgeable responses, in person and on telephone. Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake‑ups to provide guests with timely and efficient service. Controls cash transactions at the front desk and maintains complete responsibility for the personal bank as specified by hotel bank agreement policy. Maintains a friendly, cheerful and courteous demeanor at all times. Performs other duties as assigned, requested, or deemed necessary by management. Assists and makes recommendations to the Assistant General Manager in the areas of conducting performance evaluations, discipline and terminations as appropriate. Coordinates guest service efforts to include group arrivals and departures, and guest transportation, while maximizing the guest experience through top‑quality customer service. Coordinates and supervises the activities and fosters good relations with our valet service, taxi services, and the Airport Connection to provide the maximum level of quality service. Provides information and assists staff in recommending area restaurants, theaters, community events, activities, etc., to ensure optimum guest satisfaction. Greets guests, offers assistance with check‑in/check‑out, delivers laundry and stores luggage. Provides guest transportation as required by hotel’s standard operating procedures. Orders all supplies and maintains inventory control minimizing unnecessary expenses. Follows up on any complaints or problems a guest may experience in a timely and professional fashion to ensure a quality guest experience. Implements emergency training and procedures to ensure appropriate protection of the hotel’s guests, staff and company assets. Provides weekly schedule for all Front Office Associates, posted by 3pm on Friday. Is responsible for covering/finding replacements for call‑offs. Ensures proper communication to subordinates on all hotel activities in a way that insures that guest needs are being met in a timely fashion. Ensures all new hires are aware of all aspects of the hotel. Ensures all associates are properly trained on Fosse along with all other systems/procedures that will help them provide our guests with quality service. Makes sure all Front Desk Associates are SSM trained. Provides motivation to the department. Ensures all Front Office Associate duties are completed daily (checklists, call back log, guest request log, wake‑up log, etc.). Provides assistance to other employees and departments to contribute to the best overall performance of the department and hotel. Ensures the front desk is represented at each Safety Committee Meeting. Participates in Hotel MOD program. Education / Formal Training High School diploma or equivalent Experience Minimum two years previous experience as a front desk supervisor or minimum of four years front office experience in hotel work. Knowledge / Skills Must have total understanding of all hotel front office procedures. Requires working knowledge of guest services and hotel services, policies or operations. Working knowledge is generally learned on‑the‑job. Must have high school graduate level mathematical aptitude; know standard cash handling procedures and knowledge of computerized cash register systems. Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills. Must be fluent in oral and written English. Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations. Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks. Excellent comprehension and literacy required to review correspondence, initiate reports, conduct training, etc. Physical Demands The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ability to read written forms of communication and monochrome computer screen. Must be able to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing. Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing. 90% of shift is standing, bending/kneeling - repeated bending and kneeling required while filing. Mobility - must be able to reach all areas of hotel to assist clients. Occasional standing. Occasional carrying and lifting of files and office items up to 25 lbs. Environment Work inside 95% of the workplace is material/equipment used. Prolonged standing at indoor, thermostatically climate‑controlled workstation. Medical, dental, and vision insurance. Health savings and flexible spending accounts. Basic Life and AD&D insurance. Paid time off for vacation, sick time, and holidays. Eligible to participate in the Company’s 401(k) program with employer matching. Employee Assistance Program. Tuition Reimbursement. Great discounts on Hotels, Restaurants, and much more. #J-18808-Ljbffr