Front Office Manager

Crescent Hotels & Resorts; Deerfield (IL); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health & wellness programs

Learning & development opportunities

Travel discounts for associates and a+

401K matching program

Flexible scheduling

Discounts at Crescent managed North Am

Job summary

Crescent Hotels & Resorts is seeking a Front Office Supervisor to manage daily Front Desk operations, drive guest satisfaction, and supervise Guest Service Agents at our property. The role requires at least 2 years in a hotel supervisory position, with Marriott experience preferred.

You will hire, train, and evaluate staff, respond to guest requests, and ensure SOP/LSOP compliance while maximizing revenues. Excellent communication and diplomacy are essential.

Qualifications

• Must communicate in English.
• Self-starting with even disposition.
• Professional appearance and manner at all times.
• Team player who assists coworkers.
• Able to handle internal/external customers with tact and diplomacy.
• Strong numerical and calculator skills for basic calculations.
• Experience with front desk operations and reporting.

Responsibilities

• Supervise daily Front Desk operations to maximize revenues and guest satisfaction.
• Interview, hire, train, evaluate, and discipline when needed; maintain open communication.
• Respond to guest requests and group needs to ensure satisfaction and repeat business.
• Oversee adherence to SOPs and LSOPs; motivate staff to provide high-quality service.
• Supervise Guest Service Agents and ensure calm, effective handling of emergencies.
• Ensure attendance rules are followed and other duties as assigned.

Skills

English communication

Team player

Professional appearance

Patience & diplomacy

Numerical skills

Calculator proficiency

Front desk operations

Education

Hotel supervisory experience (2 years)

Tools

Moderately complex computer system

Job description

Description

At Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do!

We understand what it takes to be a part of something great. We will encourage you to bring your true self to work every day, we will celebrate you and we will cheer you on as you shine bright in your career journey. Whether it be our health & wellness programs, best in class learning and development or our travel discounts that 'feed your inner explorer', we work hard to create and deliver on what YOU need. We are ready for you to start your journey with us where You Belong. We Care. Shine Bright.

We are looking for our next great team member to join us on our Front Office team. We are committed to providing you with:

• Highly competitive wages
• An exceptional benefit plan for eligible associates & your family members
• 401K matching program for eligible associates
• Flexible scheduling to allow you to focus on what is important to you
• Discounts with our Crescent managed properties in North America for you & your family members
• Tuition reimbursement

2 years in a hotel supervisory position is required. Marriott experience is preferred.

JOB OVERVIEW:

Supervise the daily operations of the Front Desk staff to maximize revenues and profits while attaining optimal guest satisfaction.

ESSENTIAL JOB FUNCTIONS:

1. Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.

2. Respond to guest's special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.

3. 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.

4. Supervise the Guest Service Agents.

5. 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.

6. Comply with attendance rules and be available to work on a regular basis.

7. 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 skills 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.

At Crescent Hotels & Resorts we strive to create a great place to work where associates at all levels of our organization are respected for their differences, just like the guests and owners we serve. That's why we are dedicated to creating an environment that facilitates open and honest conversations about race, equity, diversity, and inclusion. By examining our own beliefs and behaviors, we can create change through training, recruiting, and promoting diverse talent to strengthen our culture.

Qualifications

Behaviors

• Team Player - Works well as a member of a group
• Leader - Inspires teammates to follow them
• Enthusiastic - Shows intense and eager enjoyment and interest
• Dedicated - Devoted to a task or purpose with loyalty or integrity
• Detail Oriented - Capable of carrying out a given task with all details necessary to get the task done well

Motivations

• Growth Opportunities - Inspired to perform well by the chance to take on more responsibility
• Goal Completion - Inspired to perform well by the completion of tasks
• Peer Recognition - Inspired to perform well by the praise of coworkers
• Ability to Make an Impact - Inspired to contribute to the success of a project or the organization

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.