Front Office Manager

Great Lakes Hospitality Group; Auburn Hills (MI); On-site; USD 42,000 - 64,000; Full time

Job summary

Great Lakes Hospitality Group is seeking a Front Office Manager to oversee the reservations, guest registration, bell services, telephone operations, and guest accounting functions. The role aims to maintain high service standards, optimize profitability, and lead a team across multiple front-of-house areas.

The ideal candidate will drive staff development, manage performance, and coordinate with other hotel departments to deliver an outstanding guest experience while achieving revenue targets.

Qualifications

• Minimum 1 year experience on night audit.
• 2 years experience in front desk operations.
• 1 year experience in direct sales or retail trade OR equivalent combination of education and experience.

Responsibilities

• Supervise Front Desk staff: hiring, firing, performance evaluations, training, and development. Schedule staff according to labor standards and forecasted occupancy.
• Maintain standards of guest service quality and contribute to profitability and guest satisfaction across departments.
• Achieve budgeted revenues and expenses and maximize profitability related to the guest services department.
• Develop short term and long term financial and operational plans for the guest service department and participate in the annual hotel budget.
• Manage the reservation function to maintain high occupancy and ADR through suggestive selling.
• Maintain procedures for credit control and handling of financial transactions, security of monies, guest security and emergency procedures.
• Receive and resolve departmental guest complaints and ensure corrective action.
• Encourage staff to use guest interaction skills and reward those who meet/exceed expectations.
• Other duties as assigned.

Skills

Business analysis

Budgeting

Customer service

Staff development

Decision making

Planning

Job description

Front Office Manager

Job Purpose: To maintain a high quality of services offered to guests through management of the functional areas of reservations, guest registration, bell services, telephone services and guest accounting so as to maintain established operational standards and maximize profits of the hotel. Concierge and garage services may also report to this position.

Job Responsibilities

1. Supervise Front Desk staff: hiring, firing, performance evaluations, training, and development. Schedule staff according to labor standards and forecasted occupancy.
2. Maintain standards of guest service quality. Contribute to the profitability and guest satisfaction perception of other hotel departments. Increase level of guest satisfaction by delivery of an improved product through employee development, job engineering and quality image.
3. Achieve budgeted revenues and expenses and maximizes profitability related to the guest services department.
4. Develop short term and long term financial and operational plans for the guest service department which relate to the overall objectives of the hotel. Participate in the preparation of the annual hotel budget.
5. Manage the reservation function to maintain highest possible room occupancy and average daily rate through suggestive selling by employees.
6. Maintain procedures for credit control and handling of financial transactions, security of monies, guest security and emergency procedures.
7. Receive departmental related guest complaints and ensures corrective action is taken.
8. Ensure staff uses guest interaction skills. Reward employees who meet/exceed guest expectations.
9. Other duties as assigned.

Job Skills

1. Analyze and interpret business records and statistical reports; interpret policies established by administrators.
2. Use mathematical skills to interpret financial information and prepare budgets.
3. Understand the government regulations covering business operations.
4. Make business decisions based on production reports and similar facts, experience, and opinion.
5. Plan and organize the work of others.
6. Change activity frequently and cope with interruptions.

Job Qualifications

Experience

Minimum 1 year experience on night audit, 2 years experience in front desk operations, and 1 year experience in either direct sales or retail trade; OR, an equivalent combination of education and experience.