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- Oversee daily front office and guest services operations.
- Recruit, train, schedule, coach, and supervise front office employees.
- Maintain appropriate staffing and labor levels based on occupancy and business demand.
- Support the front desk team during peak arrival and departure periods.
- Anticipate guest needs and ensure guests receive prompt, courteous, and professional service.
- Investigate and resolve guest concerns using sound judgment and effective service recovery.
- Monitor guest feedback and implement improvements to increase guest satisfaction.
- Ensure accurate completion of check-ins, checkouts, room assignments, deposits, adjustments, payments, and other front office transactions.
- Review daily reports, room status, special requests, VIP arrivals, billing concerns, and shift documentation.
- Communicate effectively with Housekeeping, Engineering, Sales, Revenue Management, Security, and Food and Beverage.
- Ensure room moves, early departures, out-of-order rooms, and room-status changes are accurately communicated.
- Maintain proper cash-handling, credit-card, key-control, guest-privacy, and safety procedures.
- Control departmental labor, overtime, scheduling, supplies, and other expenses.
- Participate in the manager-on-duty rotation and respond to operational needs when required.
- Ensure compliance with hotel policies, service standards, and applicable laws.
- High work ethic, self-initiative , independent judgment
- Proven customer service and problem solving experience
- Regular attendance according to established guidelines
- May be required to work varying schedules to reflect the business needs of the property
- Focus and maintain attention to tasks, and complete work assignments on time despite frequent interruptions
Qualifications
- Full-service hotel front desk leadership experience is required. Candidates must have experience as a Front Office Manager or in a comparable manager-level position, or at least two years of experience as a Front Desk Supervisor. This requirement is non-negotiable.
- Anticipate guest needs, respond promptly and acknowledge all guests, maintaining positive guest relations at all times. Greet and communicate cordially with guests, promptly and professionally checking them in and out of the hotel.
- Ensure proper staffing levels of front office associates, including interviewing, hiring, supervising, training and scheduling front desk agents, front office supervisors, guest service aides/bell staff, concierge staff and PBX operators.
- Have complete understanding of Front Office staff's job descriptions and duties and be able to perform duties at any given time.
- Resolve guest complaints, ensuring guest satisfaction in each interaction. Manage guest resolution process to include investigation of situation and creative problem solving to ensure guest is satisfied with outcome.
- Accurately manage and operate the MICROS system at the front office, including all daily transactions and those which are not performed often.
- Communicate with Housekeeping and Engineering Departments regarding guest rooms, requests and maintenance requests/needs.
- Assist the General Manager by handling special requests, group blocking and unusual circumstances.Â
- Hilton OnQ or PEP experience is a plus.
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