Front Office Leader: Guest Services, Growth & Benefits

Concord Hospitality Enterprises; Jersey City (NJ); Vor Ort; USD 58.000 - 72.000; Vollzeit

Benefits dieser Stelle

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short-term disability

Long-term disability

401K program

Tuition assistance

Discounted room rates

Zusammenfassung

Concord Hospitality Enterprises is seeking a Front Office Manager/Guest Services Manager to lead the front desk, drive guest satisfaction, and uphold brand standards across hotel operations in Jersey City. The role focuses on delivering superior guest service and maintaining product quality while modeling exemplary staff performance.

The position emphasizes hands‑on management of guest services, front desk operations, and collaboration with management to drive revenue, training, and quality

Aufgaben

• Maintains guest service as the driving philosophy of the hotel.
• Personally demonstrates a commitment to guest services in responding promptly to guest needs.
• Is committed to making every guest satisfied.
• Ensures all hotel staff, including new hires, know all components of guest services and are trained to meet standards.
• Develops added value customer service programs.
• Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance.
• Meets or exceeds hotel guest satisfaction measures.
• Ensures hotel standards and services contribute to the delivery of consistent guest service.
• Acts as manager on duty for hotel and manages front desk operations.
• Ensures front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities and computer systems.
• Leads and assists in Revenue Management functions as requested. Actively participates in conference calls with Corporate Management and any calls with brand revenue management centers.
• Ensures front desk staff is trained in and follows financial control procedures for cash, vouchers, inventories and receivables.
• Produce accurate financial reports on time.
• Works with the General Manager and Sales Manager / DOS to generate new business ideas to increase sales, set up rate codes and input rooming lists.
• Manages human resources functions, including recruiting, selection, orientation, training, performance planning and evaluation, pay and reward programs to maintain a qualified front desk work force.
• Maintains a positive, cooperative work environment between staff and management.
• Emphasizes employee selection, training and development as a way of doing business.
• Ensures all hotel employees know hotel objectives.
• Ensures personnel files are accurate and comply with both local and federal laws and regulations.
• Administers personnel policies fairly and consistently.
• Resolves employee grievances in a fair and timely manner.
• Ensures employees understand policies, pay procedures, bonus plans and benefits.
• Helps develop management talent by acting as a mentor for direct reports.
• Ensures completion of training objectives and development plans.
• Monitors and maintains acceptable turnover levels.
• Knows local health and safety codes and regulations that apply to the hotel.
• Recognizes and corrects potential safety hazards in the hotel, such as broken doors or railings, fire hazards, etc.
• Recognizes and corrects potential security problems in the hotel, such as locking doors after hours, etc.
• Understands and follows policies and procedures for the hotel’s key control system and ensures others follow them.
• Maintains physical product standards by managing preventive maintenance programs and by scheduling deep‑cleaning activities.
• Ensures ongoing staff and employee involvement in preventive maintenance programs. Protects the interests of the hotel during capital projects.
• Has acceptable property quality audits.
• Periodically inspect rooms, building exterior, parking lot, etc.

Jobbeschreibung

Concord Hospitality Enterprises is seeking a Front Office Manager/Guest Services Manager to lead the front desk, drive guest satisfaction, and uphold brand standards across hotel operations in Jersey City. The role focuses on delivering superior guest service and maintaining product quality while modeling exemplary staff performance.

The position emphasizes hands‑on management of guest services, front desk operations, and collaboration with management to drive revenue, training, and quality