Front Office Manager
On-siteMiami Beach, Florida, United States
Job Summary
Respond to all guest requests, complaints, and accidents at the Front Desk or via reservations, ensuring follow-up for satisfaction. Motivate, coach, and discipline Guest Services personnel per Highgate S.O.P.'s while developing morale and overseeing training. Maximize room revenue and occupancy by reviewing daily status, analyzing rate variance, and monitoring house counts and flash reports. Operate the Front Office computer system for maintenance, reporting, and analysis, while managing the P.B.X. console and ensuring staff adherence to policies. Prepare employee schedules based on forecasts and budget guidelines, compile payroll hours for accounting, and handle cash, billing, and credit card transactions accurately. Coordinate with Housekeeping, Reservations, and the Credit Manager on daily activities and implement the hotel's service philosophy. Maintain lost and found procedures, key control systems, and stationery supplies while participating in department meetings and M.O.D. coverage as required.
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
- Effective communication both verbally and written with all levels of employees and guests
- Attentive, friendly, courteous and service oriented manner
- Effective listening, understanding, and clarifying concerns raised by employees and guests
- Ability to multitask and prioritize departmental functions to meet deadlines
- Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner
- Regular attendance in compliance with Highgate Hotel Standards
- High standards of personal appearance and grooming including wearing nametags
- Compliance with Highgate Hotel Standards and regulations
- Ability to maximize efforts towards productivity, identify problem areas and assist in implementing solutions
- Effectiveness 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
Desired Qualifications
- Attend all hotel required meetings and trainings
- Participate in M.O.D. coverage as required
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.