Front Office Manager
On-siteTopeka, Kansas, United States
Job Summary
Respond to all guest requests, complaints, and accidents at the Front Desk or via reservations, comment cards, and phone calls while ensuring follow-up for guest satisfaction. Motivate, coach, counsel, and discipline Guest Services personnel according to Highgate Hotel S.O.P.'s, preparing and conducting interviews while developing morale and overseeing training. Maximize room revenue and occupancy by reviewing daily status, analyzing rate variance, monitoring credit reports, and managing house counts and selling status. Operate the Front Office computer system, maintain the P.B.X. console, and ensure staff greet guests in accordance with service standards. Coordinate with Housekeeping, Reservations, and the Credit Manager, manage cash handling, enforce credit policies, and maintain key control systems. Prepare employee schedules, review payroll hours, and submit reports to Accounting on a timely basis. Participate in daily Rooms Merchandizing meetings, M.O.D. programs, and monthly team meetings, while focusing the department on audit scores and VIP management.
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
- Ability to listen to, understand, and clarify 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 attend all hotel required meetings and trainings
- Ability to maintain regular attendance in compliance with Highgate Hotel Standards
- High standards of personal appearance and grooming
- Ability to comply with Highgate Hotel Standards and regulations
- 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
- Must be able to effectively lead and coach others
- Must be able to lift 50 lbs
- Must be available for weekend shifts
- Valid driver's license
- Order to Cash
- Procure to Pay
- Supply Chain
- Customers
- Suppliers
Desired Qualifications
- Bachelor's degree, English major preferred
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