Mgr-Front Office I
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Key skills for this role
About the Role
W Hotels is seeking a Front Office Manager to oversee daily front office operations, including bell services, switchboard, and guest services. The role involves managing staff, ensuring efficient check-in/out processes, and maximizing guest satisfaction and financial performance.
Key Skills for This Role
Responsibilities
- Manage daily front office operations to ensure quality standards and guest expectations are met
- Handle complaints, resolve disputes, and address dissatisfaction
- Supervise staffing levels to meet guest service, operational, and financial goals
- Train employees on credit policies and procedures to reduce bad debts and chargebacks
- Monitor front desk daily shift operations and ensure compliance with policies and standards
Requirements
- High school diploma or GED; 2 years of guest services, front desk, or related experience
- OR 2 year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related field; no experience required
Full Job Posting
Position Overview
- Assist the Front Office Manager in managing front office functions and supervising staff. Areas include bellmen/doormen, switchboard, and guest services/front desk.
Education and Experience
- High school diploma or GED; 2 years of guest services, front desk, or related experience
- OR 2 year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related field; no experience required
Core Work Activities
- Manage daily operations to ensure quality and guest expectations
- Develop specific goals and plans to prioritize and complete work
- Handle complaints, resolve disputes, and address dissatisfaction
- Supervise staffing to meet guest service, operational, and financial goals
- Communicate regularly with staff to build business awareness and recognize performance
- Understand department operations' impact on hotel financial goals and strive to meet or exceed targets
Support Front Desk Team Management
- Use interpersonal and communication skills to lead and influence others
- Encourage trust, respect, and cooperation among team members
- Model appropriate behavior
- Supervise and manage employees; understand all positions to cover absences
- Maintain open collaborative relationships with employees
Ensure Exceptional Customer Service
- Provide service beyond expectations to achieve guest satisfaction and retention
- Improve service quality by communicating guest needs and providing guidance
- Respond to guest problems and complaints
- Set a positive example for guest relations
- Empower employees to provide excellent customer service
- Observe service behaviors and provide feedback
- Interact with guests to obtain feedback on product quality and service levels
Manage Projects and Policies
- Implement guest recognition/service programs
- Train employees on credit policies to reduce bad debts
- Monitor same day selling procedures to maximize room revenue and occupancy
- Ensure hotel policies are enforced consistently
Support Human Resources Activities
- Support development needs of others through coaching and mentoring
- Solicit employee feedback and address concerns
- Assist in interviewing and hiring team members
- Support department orientation to train new employees
- Participate in progressive discipline procedures
Additional Responsibilities
- Communicate information to supervisors, colleagues, and subordinates
- Analyze information to select best solutions
- Update relevant parties on information
- Perform all front desk duties as needed
- Conduct department meetings and communicate consistent goals
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