Front Office Manager

Lm Services Corporation; Edmundson (MO); Sur place; USD 42 000 - 54 000; Plein temps

Résumé du poste

Lm Services Corporation is seeking a Front Office Supervisor to lead and motivate all front office staff, manage daily supervision, and ensure service standards are met at theEdmundson property in Missouri.

The role emphasizes staffing, training, counseling, and monitoring performance to maintain guest satisfaction and brand compliance. Strong communication, problem-solving, and organizational skills are essential for this supervisory position.

Qualifications

• Thorough supervisory skills to train Front Office staff on systems and brand standards.
• Ability to analyze complex statistics and make sound judgments.
• Excellent English reading and writing skills for staff communication.
• Experience overseeing front desk operations and guest service workflows.

Responsabilités

• Oversee the front desk and PBX, ensuring Agents follow Marriott guidelines and scripting.
• Run shifts at the Front Desk and perform check-in/check-out duties.
• Pre-register guests and communicate with other departments for group handling.
• Field guest concerns and complaints and resolve using Marriott guidelines.

Connaissances

Staff supervision

Customer service

Conflict resolution

Staff training

English communication

Data analysis

Front desk operations

Visual performance monitoring

Outils

PBX system

calculator

Description du poste

You will manage and motivate all front office employees with daily supervision to include staffing, training, counseling, and visually monitoring performance to ensure adherence to all service standards.Oversee the front desk and PBX and ensure all Agents are following the Marriott guidelines and scripting. Run shifts at the Front Desk, physically perform check in/check out process and other guest service related activities.You will review V. I. P. reservations and resumes for incoming and in-house guests. Pre-register guests and communicate with other departments to ensure proper handling of guests and groups.Communicate with guest and employees both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work. Organize and conduct meaningful pre-shift meetings to disseminate pertinent information.You will remain calm and alert, especially during emergency or heavy hotel activity, and resolve complications such as location changes or credit issues. Field guest concerns and complaints, conducting thorough research to develop the most effective solutions and negotiate results. Resolve issues using discretion and the Marriott guidelines. Ensure all issues and resolutions are properly logged.Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.Thorough organizational and supervisory skills to train the Front Office staff on systems and brand standards to enable successful Front Office operations.Ability to analyze complex statistical data and make sound judgments accordingly.Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.Ability to access and accurately input and retrieve information using a moderately complex computer system.Ability to establish and maintain effective working relationships with employees, customers, and patrons.Ability to read, listen and communicate effectively in English, both verbally and in writing.