Front Office Manager

The Front Office Manager is responsible for overseeing all Front Office functions of the property, including Front Desk, Bell Services, Valet, PBX, Reservations, Concierge, and Guest Services. They will ensure high levels of guest service at all times with optimal staffing, training, and supervision of adherence to hotel policies. General Manages day to day operation of the Front Office, including covering MOD shifts as necessary. Ensure all guest requests and complaints are responded to in a timely manner. Set and monitor goals for guest responsiveness using the property work order system (Alice or similar). Oversee guest complaint resolution and Incident Log reporting. Oversee VIP and amenity program. Ensures compliance with all Front Office policies, standards and procedures. Target guest engagement and delight; monitors guest satisfaction scores and reviews/surveys, ensure timely responses, and takes corrective actions as needed. Drive department goals for positive guest reviews and survey scores (particularly on Trip Advisor). Develop, update, and maintain all Front Office SOPs and policies, and conduct regular audits to ensure compliance with brand standards. Attend the weekly Owner’s meeting and manager meetings. Team Interview, recruit, train, develop, and lead the Front Office Team. Responsible for scheduling of employees to business demands, including third party and contract employees (e.g. valet); tracks employee time and attendance. Reviews staffing levels to forecast to ensure the guest service, operational needs, and financial objectives are met. Ensures all employees have proper supplies, equipment, and uniforms. Participates in departmental meetings and continually communicates a clear and consistent message regarding the departmental goals to produce desired results. Conduct regular, formal 1 to 1 performance reviews with the Front Office team. Ensures employees understand expectations and parameters; property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to policy. Observes service behaviors of employees and provides feedback to individuals, including employee recognition. Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns. Participates in employee progressive discipline procedures and actions non-performance according to the established HR guidelines of the company. Provide guidance and direction to ensure overall departmental success versus predetermined KPI’s. Create and nurture a culture of exceeding set targets. Collaborate with the Director of Operations, Director of Finance, other department heads and managers, and Corporate Office on all required reporting, such as forecasts, monthly P&L reports, ownership reports, etc. Prepare the annual Front Office department budget, planning department goals, and directing team members in order to achieve budgeted goals. Manage budgetary and capital expenses, including regular inventory of all required OS&E. Ensure department adherence to all financial policies, including but not limited to credit and cash handling procedures, guest disputes/chargebacks, credit limit and authorizations, deposits, third party billing forms, etc. Understands the importance of department’s operation on the overall property financial goals and educates staff on details as appropriate; manages to achieve or exceed budgeted goals. Represent Dream Hotel Group and the Hotel in a professional manner at all times. Participate on committees and special projects as needed. Stay up to date on competitors’ offerings, market trends, and overall industry trends. Travel as necessary to different properties, venues, industry trade shows, etc. within the region and overseas, to study benchmarks and represent the hotel. Travel as necessary to Corporate Office and other Company hotels. Perform all reasonable requests assigned by the management team. Attend and participate in all scheduled meetings and training sessions. Qualifications High school diploma or GED; minimum 3 years experience in Front Office in a luxury hotel in a senior management position, OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; minimum 2 years experience in Front Office in a luxury hotel in a senior management position. Experience working in a lifestyle luxury hotel environment strongly preferred. Must be able to communicate fluently to the level of business English in all forms of communication. Additional languages proficiency is a plus. Business acumen and forward-thinking approach to analyzing business opportunities, proposing cost-management initiatives and efficiencies, short and long-term goal planning, budgeting, forecasting, business planning and profit and loss analytics. Excellent interpersonal skills, with the ability to quickly establish and maintain positive relationships with: Ownership, Corporate Office, the hotel’s leadership team, employees, clients, vendors, and the wider external community. Demonstrated ability and experience in successfully leading and coordinating team members in a high volume, pressurized and time-sensitive environment, and the ability to prioritize or adjust workloads to meet deadlines. Ability to develop and maintain effective operating and control processes designed to deliver maximum operating efficiency, while ensuring strict adherence to established operating criteria. Ability to effectively handle dynamic challenges in the workplace; adept in anticipating, preventing, identifying, and solving problems, complaints, and concerns as necessary. Ability to effectively and confidently present financials, strategies, and other presentations in both oral and written form to all concerned stakeholders. Ability to work flexible schedules, and be present as required by business demand. Proficient in computer systems including the full Microsoft Suite, Opera PMS Cloud, and commonly used hospitality systems including but not limited to: work order systems (Alice/Nuvola/HotSOS); CRS; purchasing / inventory platforms. Knowledgeable in all prevailing health and safety guidelines, and specifically COVID-19. Miraval Berkshires Resort and Spa | Lenox , MA , US Thompson Austin - 5th and Brazos | Austin , TX , US #J-18808-Ljbffr