Front Office Manager

Crescent Hotels & Resorts; Elko (AL); On-site; USD 32,000 - 52,000; Full time

Job summary

Crescent Hotels & Resorts is seeking a Front Desk Supervisor for our Alabama property to lead daily front desk operations, hire and train staff, and ensure exceptional guest satisfaction.

The role requires strong English communication, a professional appearance, and the ability to handle difficult guest situations while maintaining a high level of service and teamwork. This position supports SOPs/LSOPs and works to maximize revenue and guest loyalty.

Qualifications

• Must be able to communicate in English.
• Maintain a professional appearance and manner at all times.
• Can communicate well with guests.
• 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 skill 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.

Responsibilities

• Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
• Respond to guest's special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
• 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.
• Supervise the Guest Service Agents.
• 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.
• Comply with attendance rules and be available to work on a regular basis.

Job description

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.

REQUIRED SKILLS AND ABILITIES:

• Must have the ability to communicate in English.


• Maintain a professional appearance and manner at all times.


• Can communicate well with guests.


• 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 skill 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.

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.