Front Office Manager

Tandem Hospitality Group LLC; Austin (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Tandem Hospitality Group LLC is seeking a Front Office Manager to lead the Front of House, overseeing the Front Desk team and supporting all hotel operations. The Manager on Duty will be scheduled on select shifts and help ensure exceptional guest service and adherence to hotel policies.

The role requires managing desk staffing, coaching front desk agents and night auditors, and coordinating with housekeeping, engineering, catering and sales to ensure smooth guest experiences.

Qualifications

• 3 years' experience as a Guest Service Agent, Supervisor or Manager.
• Management experience required.
• Front Office Accounting experience.
• Proficiency in Microsoft applications is required.
• Verifiable record improving guest service and satisfaction.
• Ability to work a flexible schedule and be able to work weekends and holidays.

Responsibilities

• Responsible for the adherence and enforcement of all Hotel policies and procedures.
• Maintain the highest levels of professionalism and decorum amongst all staff.
• Monitor inventory control and ordering procedures for Front Office and guest supplies.
• Oversee Front Desk Agent scheduling and requests.
• Perform coaching and counseling of all Front Desk Agents, Night Auditors and PBX operators.
• Create a comprehensive training program instilling a culture of service and follow through.
• Act as a liaison between the Front Office and the Reservations/Sales team.
• Troubleshoot and resolve guest issues; eliminate opportunities to improve service.
• Handle guest complaints or issues professionally.
• Complete a daily MOD Report to communicate guest opportunities and other information.
• Assist the Front Desk with check-in/check-out processes.
• Review safety and security issues and implement corrective actions.
• Know all emergency procedures.
• Conduct twice-daily property walk-throughs.
• Coach staff on conflict resolution and de-escalation.
• Escort VIPs and guests as needed.
• Collaborate with Housekeeping, Engineering, Catering and Sales to ensure smooth group events.

Skills

Guest service leadership

Staff coaching

Microsoft Office proficiency

Flex schedule capability

Guest satisfaction improvement

Education

Front Office Management experience

Tools

Microsoft Office

Job description

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Description

JOB DESCRIPTION:

The Front Office Manager's primary role is to ensure high quality service and leadership for the Front of House operations. This individual is responsible for oversight and leadership of the Front Desk team and providing support for all operations. The individual will be well versed in Front Office operations to assist the Agents with guest concerns and overall guest service. The Front Office Manager will also act as a Manager on Duty during some of their shifts.

JOB RESPONSIBILITIES:

• Responsible for the adherence and enforcement of all Hotel policies and procedures
• Responsible for maintaining the highest levels of professionalism and decorum amongst all the staff
• Monitor inventory control and ordering procedures for Front Office and guest supplies
• Oversee Front Desk Agent scheduling and requests
• Perform coaching and counseling of all Front Desk Agents, Night Auditors and PBX operators as needed to enforce standards
• Creates a comprehensive training program instilling a culture of service and follow through
• Acts as a liaison between the Front Office and the Reservations/Sales team
• Is intimately involved in troubleshooting and drilling down to determine and eliminate guest issues
• Handle any guest complaint or issue in a professional manner
• Complete a daily MOD Report to communicate guest opportunities and other information
• Assist the Front Desk with all aspects of operations including check-in and check-out process
• Review all potential safety and security issues and implement corrective action steps
• Responsible for knowing all emergency procedures
• Conduct walk-throughs of the property at a minimum of twice per day
• Coach associates how to resolve and de-escalate conflicts
• Assists in welcoming and escorting VIP's and other guests
• Work closely with Housekeeping, Engineering, Catering and Sales to assure groups and special functions are handled smoothly

JOB QUALIFICATIONS:

• 3 years' experience as a Guest Service Agent, Supervisor or Manager
• Management experience required
• Front Office Accounting experience
• Proficiency in Microsoft applications is required
• Verifiable record improving guest service and satisfaction
• Ability to work a flexible schedule and be able to work weekends and holidays

Location Origin Austin

Req Number GUE-26-00095

This position is currently accepting applications.