Front Office Manager

Crescent Hotels & Resorts; Huntsville (AL); On-site; USD 40,000 - 54,000; Full time

Job summary

Crescent Hotels & Resorts is seeking a Front Desk Supervisor for our Huntsville property. You will lead daily front desk operations, mentor Guest Service Agents, and ensure guest satisfaction while maximizing revenue and maintaining SOPs.

The role requires calm, professional communication in English, strong problem solving, and the ability to handle emergencies and stand behind the desk for extended periods. This is a hands-on, guest-focused hospitality position.

Qualifications

• Must communicate in English.
• Maintain a professional appearance and manner at all times.
• Ability to communicate well with guests and handle internal/external customers with tact and diplomacy.
• Basic mathematical skills and ability to perform moderately complex calculations.
• Ability to input information using a computer system.
• Ability to stand, walk and work behind the front desk.
• Ability to observe and respond to emergency situations.
• Ability to prepare complex reports of room availability and revenues.
• Ability to build effective working relationships with colleagues and patrons.

Responsibilities

• Interview, hire, train, evaluate performance, resolve problems, and recommend discipline when appropriate.
• Respond to guest requests and accommodate groups to maximize satisfaction and repeat business.
• Oversee daily front desk operations, maximize revenues, and motivate associates while ensuring high-quality service.
• Supervise the Guest Service Agents.
• Remain calm and act as a role model during emergencies or heavy activity; resolve issues with sound judgment.
• Comply with attendance rules and be available to work regularly.

Skills

English communication

Professional appearance

Guest communication

Patience and diplomacy

Math skills

Data entry

Front desk multitasking

Emergency awareness

Interpersonal skills

Job description

Essential Job Functions

• 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.

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

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