Front Office Manager

Assist in Hotel operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals.

Foster a fun working environment for other guest service associates through collaboration.

Ensure that the arrival, departure, and any other guest contact experience are conducted in an efficient and friendly manner.

Schedule flexibility and adaptability are key to the success of this role. Marriott experience is highly preferred in writing to provide clear direction to staff. Assign and instruct guest service agents in details of work. Observes performance and encourages improvement. Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions. Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler’s checks and other forms of payment. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer. Promptly answer the telephone using positive and clear voice. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested. Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered. Communicate both verbally and in writing to provide clear direction to staff. Comply with attendance rules and be available to work on a regular basis. Perform any other job related duties as assigned. Qualifications High school diploma required, college degree preferred. 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. Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error. Ability to access and accurately input information using a moderately complex computer system. Ability to stand, walk and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations with or without reasonable accommodation. Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated. Ability to establish and maintain effective working relationships with associates, customers and patrons. Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Job Type: Full-time

Pay: $41,600.00 – $47,840.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift

Work Location: In person