Front Desk Manager

AJS Hotels; Louisville (KY); On-site; USD 45,000 - 65,000; Full time

Job summary

Embassy Suites by Hilton in Louisville is seeking a Front Office Manager to lead the Front Office team in delivering excellent customer service and maximizing revenue. The ideal candidate will have extensive hotel experience and strong supervisory skills to enhance guest satisfaction in a welcoming environment. Key responsibilities include overseeing daily operations, handling guest requests, and team training.

Qualifications

• 3+ years in a supervisory role.
• 5+ years Front Office experience necessary.
• Strong stress management and multitasking abilities.

Responsibilities

• Supervise Front Office operations and staff.
• Ensure guest satisfaction and manage room revenue.
• Maintain operational procedures and training.

Skills

Problem Resolution

Organizational Skills

Customer Service

Detail-Oriented

Education

Front Office Experience (5 years)

Supervisory Experience (3 years)

Tools

Microsoft Office (Word, Excel)

Epitome

Job description

Embassy Suites by Hilton has perfected the full-service, upscale, all-suite hotel. Built on a long-standing legacy that is both inviting and comfortable, Embassy Suites properties provide guests with More Reasons to Stay, offering open-air atriums, complimentary cooked-to-order breakfast, spacious two-room suites and complimentary Manager Receptions every evening. Embassy Suites bundled pricing ensures that guests receive enormous value at a single price. Whether they are traveling for business, with their family, with a group, or for leisure, our guests return again and again to experience the consistently awarded, best-in-class customer service provided at Embassy Suites.

Embassy Suites is one of Hilton Worldwide ten market-leading brands. If you understand the importance of providing an inviting and comfortable experience and feel you can contribute to an award-winning team, you may be just the person we are looking for to work as a Team Member with Embassy Suites Louisville Downtown Hotels.

The company is currently hiring a Front Office Manager

RESPONSIBILITIES:

• Assist in ensuring guest satisfaction while maximizing room revenue by supervising Front Office operations
• Complete the checklist as designed to expedite check-ins for guests. Specifics to include VIP guests, arranging amenities, blocking room, running daily reports and maintaining the logbook
• Monitor and control daily revenues and expenses by ensuring procedures are followed and proper controls are in place
• Assist in motivating, supervising, coaching, developing, empowering and disciplining the Front Office Agents
• Respond to guests' special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business
• Ensure Standard Operation Procedures are being followed by Front Office staff
• Establish a positive and effective working relationship with all departments in the hotel
• Assist in controlling open and closed dates, availability and condition of rooms
• Complete weekly supply inventories to ensure adequate pars of such
• Provide a positive, enthusiastic, and productive work environment through setting an example and consistency of daily work habits and standards
• Stay current, knowledgeable, and abreast of the latest in industry equipment, technology, and techniques
• Keep the Rooms Manager informed of all pertinent information related to the department and reports irregularities and problems as they occur along with recommendations for solutions
• Supervise a mid/large team of support, production, craft or lower-level professional employees
• May manage elements/portions of a budget
• Primary contribution is supervising other people
• Schedules work, approves vacation and manages overtime
• Assigns and checks work, provides guidance, training, day-to-day direction
• Knowledge of Front Office policies and procedures and those relating to the safety and security of guests and hotel property
• All duties as assigned

QUALIFICATIONS:

• Minimum 3 years of a lead role or supervisory experience
• Minimum 5 years Front Office experience in a hotel required
• Must have the ability to handle stress and pressure while maintaining composure
• Must have the ability to resolve problems effectively and in a positive manner
• 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
• Must be detail oriented and have strong organizational skills
• Must have proper telephone etiquette
• Must be able to multi-task and to meet deadlines
• Basic computer skills including Microsoft Office Software including Word and Excel are required; prior experience using Epitome is a plus
• Ability to read, write and speak English to prepare complex reports of room availability and revenues generated
• Basic mathematical skills and considerable skills using a calculator to prepare moderately complex mathematical calculations without error
• Must be able to work a flexible schedule including nights, holidays and weekends as business demands
• Professional appearance and demeanor required
• Must be able to communicate effectively with all levels of Management

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.