Front Office Manager - Private Hotel & Training Center

Guest Services Manager

The Front Office Manager supports the Director of Front Office in overseeing all aspects of Front Office operations, including the Front Desk, Front Services, Valet Parking, Communication Center, and Group Reservations. This role ensures exceptional guest service, assists in financial and personnel management, and helps maintain operational standards and compliance.

Responsibilities

• Recruiting, interviewing, training, coaching, discipline, and conducting performance appraisals for direct and indirect reports. Also responsible for creating schedules and approving employees' time, time off, and shift changes.
• Assign, train, support, and direct the staff to carry out the basic operation of their roles to give maximum efficiency and performance, maintaining the policy and standards of the property.
• Coach, develop, and provide feedback to the staff for the continued growth in their current and future positions within our company.
• Monitors, troubleshoots, and is the expert for the operation of Front Office technology such as the following software applications : property management and reservations, point of sale, luggage retrieval, valet parking intake, conference badging, and more.
• Responsible for ensuring that the Front Office follows all systems, control policies, and procedures.
• Ensure all guest incidents are resolved and reported correctly in an efficient and professional manner.
• Review and adjust to the current and future payroll and other expenses to ensure the department consistently meets our financial expectations based on property occupancy.
• Ensure exceptional guest service is delivered in the Front Office including front desk, front services, communication center, and group reservations.
• Ensure all group rooming lists are accurate and coordinate any special group requests.
• Ensure all guest name badges and key packets are created accurately and on time including ensuring all guest special requests are completed before the guest checks in.

Qualifications