We are looking for a Front office manager to manage our front of house. You will act as the 'face' of our hotel and ensure guests receive a heartwarming welcome. You will also coordinate all front desk activities, including calls, reservations and guests services.
As a Front office manager, you should combine a pleasant personality with a dynamic professional attitude to supervise and lead our team. Our ideal candidate can deal efficiently with complaints and has a solid customer service approach.
Ultimately, you should be able to ensure our front desk provides professional and friendly service to our customers.
Responsibilities
Ensure front desk is tidy and has all necessary stationery and material (e.g. pens, forms and informative leaflets)
Train, supervise and support office staff, including receptionists, security guards and call center agents
Schedule shifts
Ensure timely and accurate customer service
Handle complaints and specific customers requests
Troubleshoot emergencies
Monitor stock and order office supplies
Ensure proper mail distribution
Prepare and monitor office budget
Keep updated records of office expenses and costs
Ensure company's policies and security requirements are met
Requirements
Proven work experience as a Front desk manager or Reception manager
Hands on experience with office machines (e.g. fax machines and printers)
Thorough knowledge of customer service, office management and basic bookkeeping procedures
Proficiency in English (oral and written)
Solid knowledge of MS Office, particularly Excel and Word
Excellent communication and people skills
Good organizational and multitasking abilities
Problem-solving skills
High School diploma; additional certification is a plus
Guest Services
No Job Description for a position can possibly include all duties, which may be requested by guests or required by the hotel. The objective of all positions is to effectively provide the services personally, or to immediately refer requests to the appropriate department manager. The following is a summary of the major responsibilities of the position.
Position: Front Office Manager
Essential Functions:
All areas
Welcome guests in a friendly, prompt professional manner at all times.
Check guests in, issue room keys.
Ensure required identification is taken from the guests at check-in line with local legislative requirements.
Answer phones in prompt and courteous manner.
Answer, record and process all guest call, messages, requests, questions or concerns.
Check guests out, including resolving any late or disputed charges.
Accurately process all cash and credit card transactions using established procedures.
Train front desk in all aspects of the front desk.
Accurately bill and record payments of Accounts Receivables.
Take action, solve problems/complaints using appropriate service recovery guidelines.
Follow established safety protocols and procedures at all times.
Understand the use of the time clock and the importance of "clocking in & out" for any un-work-related activity.
Creates schedules for front office staff.
Makes sure time clock punches are correct.
Work with your team and communicate with other departments as per hotel procedures to ensure excellent quality and service.
Fill in for the Breakfast/Lobby attendant when needed.
Tools and Equipment:
Bell stand luggage carts, hand truck
Computer and printer, telephone, pen/pencil, photo-copying machine, facsimile machine
Working Environment:
Interior and exterior of hotel in center of front drive.
Physical Job Requirements
Frequently standing up behind the front desk and front office areas.
Carrying or lifting up to 50 pounds
Handling objects, products and computer equipment.
standing, stooping, lifting
Climbing
Climbing up to but not limited to one flight of stairs.
Work Environment
Inside 100% of work period (approximately 8 hour shift)
Interior and on occasion exterior of hotel with exposure to weather conditions.
Continually standing for long periods of time, up an entire shift.
Must be able to lift up to 50lbs.
Must be willing to assist with Concierge & Front Desk Duties
Visibly must be able to use computer for extended periods of time
Must answer phones in a clear, understandable tone
Must be able to push or pull a fully loaded bell cart full of luggage
Must be able and willing to use stairs whenever necessary
Background check is required.
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