Front Office Manager
On-siteHarrisburg, Pennsylvania, United States
Job Summary
Respond to guest requests, complaints, and accidents at the Front Desk or via reservations, comment cards, and phone calls, ensuring follow-up for satisfaction. Motivate, coach, counsel, and discipline Guest Services personnel per Highgate Hotel S.O.P.'s while developing morale and overseeing training. Maximize room revenue and occupancy by reviewing daily status, analyzing rate variance, monitoring credit reports, and tracking house counts. Prepare and conduct Guest Services interviews, manage employee schedules based on forecasts, and compile payroll hours for Accounting. Operate the Front Office computer system, generate reports, monitor the P.B.X., and ensure accurate cash handling and credit policy enforcement. Coordinate with Housekeeping, Reservations, and the Credit Manager, maintain key control, and log messages and packages. Attend daily and monthly Rooms Merchandizing meetings, M.O.D. program sessions, and department team meetings.
Required Qualifications
- At least 5 years of progressive experience in a hotel or a related field
- 2-year college degree and 3 or more years of related experience
- 4-year college degree and at least 1 year of related experience
- Supervisory experience
- Ability to demonstrate exceptional Customer Service Skills
- Proficiency in Windows and Microsoft Office
- Ability to work long hours as sometimes required
- Warm and friendly demeanor
- Ability to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner
- Ability to be effective at listening to, understanding, and clarifying concerns raised by employees and guests
- Ability to multitask and prioritize departmental functions to meet deadlines
- Ability to approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner
- Ability to maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel
- High standards of personal appearance and grooming, which include wearing nametags
- Ability to comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations
- Ability to maximize efforts towards productivity, identify problem areas and assist in implementing solutions
- Ability to be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary
- Ability to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives
- Ability to maintain confidentiality of information
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