Front Office Manager

Job Description Job Description Join the Source Hotel! If you're passionate about elevating member or guest experience and hold the required qualifications, we want to hear from you!. Your Role: We are currently seeking a Front Desk Manager to join and contribute to the success of the Source Hotel by creating positive experiences for every guest who visits the hotel by being welcoming, friendly, attentive, and supporting service staff during each dining engagement for excellent service. JOB OVERVIEW: Provide guidance and leadership to the Front Desk, ensuring consistent compliance with hotel policies, and quality guest service. Indirectly offers supervision for the entire hotel as well as making policies and developing plans for carrying out work programs. REPORTS TO: General Manager ESSENTIAL JOB FUNCTIONS: 1. Implement and manage hotel’s daily quality process including goal communication, associate improvement, compliance with Crescent standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly. 2. Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate. 3. Communicate both verbally and in writing to provide clear direction to staff. 4. Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly. Supervise and review cost and inventory controls. 5. Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests. Listen and extend assistance to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion. 6. Supervise the budgeting, forecasting, training, motivating, and staffing of the Front Office including Front Office, Bell Staff, Reservations, Concierge, Guest Services, and Transportation Services. 7. Plan, organize, chair, attend and/or participate in various hotel meetings such as: Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, Quality Teams Meetings, etc. 8. Comply with attendance rules and be available to work on a regular basis. 9. Perform any other job-related duties as assigned. REQUIRED SKILLS AND ABILITIES: Must have the ability to communicate in English. Self-starting personality with an even disposition. Always maintain a professional appearance and manner. Can communicate well with guests. Must be willing to “pitch-in” and help co- workers with their job duties and be a team player. Requires the exercise of considerable managerial skill as position involves frequent decisions, meeting of deadlines, negotiations of contracts of vendors, analytical ability and the planning, organization development and coordination of large-scale work projects. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and collect accurate information and resolve conflicts. Complex mathematical skills and considerable skills in the use of a calculator to prepare complex mathematical calculations without error, i.e. budgets, forecasting. Ability to be mobile for significant distances between and within buildings on the property. Ability to observe performance and detect signs of emergency situations and respond with proper action. PERFORMANCE STANDARDS Customer Satisfaction: Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with Crescent staff. It is essential that you always remain professional, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every Crescent associate is a guest relations ambassador, every working minute of every day. Work Habits: To maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality, and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, can solve routine problems that occur on the job and ask for help whenever you are not sure how to do something. Safety & Security: The safety and security of our guests and associates is of utmost importance to Crescent. Every Crescent associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns. NOTE: This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be allinclusive. Rather, they represent the typical elements and criteria considered