Complex Front Office Manager

Crescent Hotels & Resorts; Camey (TX); On-site; USD 36,000 - 48,000; Full time

Job summary

Crescent Hotels & Resorts in Texas is seeking a Front Desk Manager to lead daily operations at the hotel front desk, hire and train staff, and ensure exceptional guest service. You will supervise Guest Service Agents, manage schedules in UKG, and resolve guest issues to maximize satisfaction and repeat business.

The ideal candidate has at least 2 years of front desk management experience, proficiency with FOSSE PMS, strong communication skills in English, and the ability to stay composed during

Qualifications

• Must be able to communicate in English.
• Self-starting with a professional demeanor.
• Able to interact well with guests and co-workers.
• Proficient in basic math and calculator use for reconciliations.
• Able to input information accurately in a computer system.
• Able to stand and walk for extended periods at the front desk.
• Able to recognize and respond to emergencies.
• Strong reporting and communication skills.

Responsibilities

• Interview, hire, train, and evaluate front desk staff.
• Respond to guest requests and group needs to maximize satisfaction and repeat business.
• Oversee daily front desk operations, ensure SOPs/LSOPs compliance, and maximize revenues.
• Supervise Guest Service Agents and input schedules in UKG.
• Maintain calm, resolve guest issues, and authorize appropriate actions.
• Ensure attendance, place supply orders, monitor communications and arrivals.
• Work shifts as needed and perform other duties as assigned.

Skills

English communication

Team player

Customer service

Problem solving

Calculator/math

Computer/UKG input

Front desk operations

Emergency awareness

Education

Front desk management experience

Tools

FOSSE PMS

Job description

ESSENTIAL JOB FUNCTIONS:

• Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
• Respond to guest's special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
• Implement company programs and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
• Supervise the Guest Service Agents.
• Complete scheduling for the Complex Guest Service Agents and input schedules into UKG.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
• Comply with attendance rules and be available to work on a regular basis.
• Place orders through Birch Street for supplies for complex Front Desks supplies and complex market items.
• Monitor GXP chats, cases and Bonvoy arrivals.
• Assist on Medallia responses within Crescent and Brand standards.
• Monitor and edit missing punches for the complex Guest Service Agent.
• Work needed desk shifts when needed during downtimes and or call ins
• Perform any other job-related duties as assigned.

REQUIRED SKILLS AND ABILITIES:

Must have the ability to communicate in English. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times. Can communicate well with guests. Must be willing to "pitch-in" and help co- workers with their job duties and be a team player. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error. Ability to access and accurately input information using a moderately complex computer system. Ability to stand, walk and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations. Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated. Ability to establish and maintain effective working relationships with associates, customers and patrons.

PERFORMANCE STANDARDS

Customer Satisfaction

Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with Crescent staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every Crescent associate is a guest relations ambassador, every working minute of every day.

Work Habits

In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.

Safety & Security

The safety and security of our guests and associates is of utmost importance to Crescent. Every Crescent associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

NOTE:

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate's supervisor.

Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an "at will" associate.

Experience

• 2 years: Hotel Front Desk Management (required)
• FOSSE PMS experience is a plus (preferred)

Licenses & Certifications

• ServSafe Alcohol Awaren (required)
• Certified Food Handler (required)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.