Front Office Manager

Duties & Responsibilities:

• Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
  
• Implement company and franchise programs. 
  
• Prepare forecasts and reports and assist in the development of the room’s budget. 
  
• Monitor and maintain the front office systems and equipment to ensure their optimum performance. 
  
• Track guest satisfaction surveys and maximize usage of the guest response tracking system.
  
• Develop and implement controls for expense management. Utilize labor management tools to schedule and control labor costs. 
  
• Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of performance appraisals. 
  
• Communicate both verbally and in writing to provide clear direction to staff. 
  
• Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality. 
  
• Ensure compliance of front office, guest service, and PBX standard operating procedures and policies. Ensure all Front Office Quality Standards are complied with and are consistently applied. 
  
• Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction. 
  
• Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations. 
  
• Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality. 
  
• Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues. 
  
• Regular attendance in conformance with the standards is essential to the successful performance of this position.
  
• Comply with attendance rules and be available to work on a regular basis.
  
• Perform any other job-related duties as assigned.
  

Experience, Knowledge, Skills and Abilities:

• Minimum of two years Front Desk experience, preferably in leadership role.
  
• Proficient with PMS system. 
  
• Advanced knowledge of brand’s reward program. 
  
• Able to handle cash and credit transactions.
  
• Computer literacy and financial management a must. 
  
• Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. 
  
• General knowledge of local area attractions and transportation. 
  
• Able to observe and detect signs of emergency situations. Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates. 
  
• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations, including, but not limited to the following statues and their comparable state and local laws. 
  
• Able to establish and maintain effective working relationships with associates and customers.
  
• Able to make sound business decisions and take action quickly based on previous experience and good judgment.
  
• Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning. 
  
• Effective verbal and written communication skills.
  
• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.
  

Requirements

Job and Immigration Requirements

• Mexican, North American, or Canadian citizenship.
  
• Possess Cedula Professional on hand (not in process). The degree must be in Restaurant Management, Hotel Management, Hospitality, Tourism, or a related field.
  
• Possess Titulo Universitario (not in process). The degree must be in Restaurant Management, Hotel Management, Hospitality, Tourism, or a related field.
  
• Have a valid Mexican, Canadian, or U.S. passport with at least 1.5-year validity.
  
• No previous immigration issues.
  
• Have a valid driver’s license.
  
• Ability to move to the U.S.
  
• Fluency in English.
  

Benefits

Salary & Benefits

• Health & Wellness.
  
• Mental Health & Emotional Wellness.
  
• Paid Time Off (Vacations).
  
• Flexible Personal Time.
  
• 401k Retirement Plans.
  
• Tuition Reimbursement.
  
• Associate Hotel Discount.
  
• Child, Pet & Elder Care.
  
• On-property housing for up to 30 days to facilitate relocation and settling in.
  
• Reimbursement of one-way transportation to the U.S. (including airport transfers) up to 1,000 USD, once the TN Visa is approved and after completing 90 days of employment.
  
• Reimbursement of visa and embassy fees up to 500 USD, once the TN Visa is approved and after completing 90 days of employment.
  

• Hotel discounts for employees.

• An additional compensation increase will be applied to the employee’s base salary upon completion of the first year of employment.