Front Office Manager

Job Description

Job Description

Candlewood Suites is searching for an exceptional Front Office Manager to join our team. The Front Office Manager is responsible for all aspects of the front office operation, including management of associates, processes, and guest experiences at the hotel. Additionally, this role is responsible for training and employee development, delivery of quality customer service and resolution of guest issues, while maximizing room revenue and occupancy.

PRIMARY RESPONSIBILITIES:

Ensure the front desk team takes care of our guests in an efficient, courteous, and professional manner.

Act as the catalyst behind our guest loyalty and guest experience programs to ensure these programs are discussed daily and are part of the front desk culture.

Ensure guests’ needs and concerns are responded to in a timely, professional and friendly manner with a focus on service recovery when applicable.

Ensure all safety and security policies and procedures are followed.

Interview, hire, coach and professionally develop team members.

Evaluate team performance and take appropriate corrective action to ensure accountability.

Set goals, provide ongoing feedback, and reward/recognize team member efforts and accomplishments.

Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.

Authorize requests for personal time off, holidays for team members, schedule changes, overtime, and expenditures.

Check and respond to our guest feedback from Guest Love, Web Guru, and Social Media outlets.

Maintain an efficient system of communication between the Front Office and other departments, with particular attention to guest arrivals and departures.

Monitor and maintain the front office systems and equipment to ensure optimum performance.

Review Guest and Deposit Ledger detail reports daily to ensure current and balance.

Transfer A/R charges daily.

Process Reward reimbursements and LCU’s.

Work with DOS, and GM to ensure revenue management strategies are in place at all times to maximize inventory, ADR, and profit.

Maintain front desk expenses at or below budgeted cost per occupied room.

Plan and execute monthly departmental staff meetings.

Process all group deposits.

Create business blocks when needed.

Process credits for IHG rewards reimbursement and post in Opera.

Process all mailed checks and send receipts to appropriate personnel.

Manage accounts payable for the front desk.

Required Skills:

• Strong communication skills.• Clear understanding of guest service in a hotel environment.• Demonstrated leadership abilities.• Must be highly organized, results oriented with the ability to be flexible and work well under pressure in a fast-paced changing environment. • Ability to handle stressful situations in a calm, professional manner and exhibit good judgment.• Must have the ability to communicate clearly and directly with guests using a positive, clear speaking voice.• Strong interpersonal skills: ability to get along with diverse personalities, tactful and flexible. • Must have excellent supervisory and interpersonal skills. • Ability to work a varied schedule that may include evenings, nights, and weekends.

Required Experience:

Minimum two years’ experience in the hotel industry absolutely required.

Minimum of one year supervisory experience in hotel industry required.

Experience with Opera and or IHG systems highly preferred.