Are you the best in Customer Service, Leadership and ready to advance? We have the perfect place for you! The H2O Suites, Santa Maria Suites and the Southwinds Motel are looking for a Complex Front Office manager!
Our Complex Front Office Manager is responsible for ensuring smooth and efficient Hotel operation in an attentive, friendly, and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing guest satisfaction, room revenue and occupancy.
Responsibilities
- Respond to all guests’ requests, problems, complaints and issues presented at the Front Desk or through reservations, emails and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
- Maximize room revenue and occupancy by reviewing daily status and shift reports. Review shift checklist.
- Analyze and monitor arrival, stayover and departure reports as well as room availability reports, make any necessary adjustments. Ensure billing issues are handled in a timely manner.
- Review and control Guest Services staff's worked hours and submit to Accounting on a timely basis for payroll purposes.
- Prepare employee schedule according to business forecast, payroll budget guidelines and productivity requirements.
- Motivate, coach and train Guest Services personnel according to the Hotel standards, ensure that all team members are in proper uniform.
- Ensure that new hires are progressing through the new hire training program.
- Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
- Maintain constant communication with Housekeeping Manager, Revenue Manager and the Maintenance team.
- Operate all aspects of the Front Office computer system.
- Ensure implementation of all Hotel policies and house rules.
- Maintain required par level of all front office, pool bar and stationary supplies.
- Conduct property walks.
Requirements
- At least 1 year of progressive experience in a hotel or a related field,
- Supervisory experience required,
- The ability to demonstrate exceptional Guest Service Skills,
- Must be proficient in Computer software,
- Able to work long hours as sometimes required,
- Maintain a warm and friendly demeanor at all times,
- Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
- Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
- Must be able to multitask and prioritize departmental functions to meet deadlines.
- Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
- Attend all hotel required meetings and trainings.
- Maintain high standards of personal appearance and grooming, which include wearing proper uniform.
- Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
- Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
- Must be able to understand and evaluate complex information, data.
- Must be able to maintain confidentiality of information.
- Perform other duties as requested by management.
Job Type: Full-time
Education:
- High school or equivalent (Preferred)
Experience:
- Hotel experience: 1 year (Preferred)
Work Location:
Work Remotely:
Job Type: Full-time
Pay: $65,000.00 - $75,000.00 per year
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
