Front Office Manager

Carter Hospitality Group, LLC; Kissimmee (FL); On-site; USD 52,000 - 65,000; Full time

Job summary

Carter Hospitality Group, LLC is seeking a Front Office Manager to ensure top-tier guest service and accurate front desk operations. You will lead the Front Office team, oversee reservations, check-in/check-out, and collaborate with Sales and Housekeeping to maximize occupancy and guest satisfaction.

The role requires strong English communication, leadership skills, and the ability to coach staff while maintaining brand standards and smooth daily operations.

Qualifications

• High school diploma or equivalent.
• At least three years’ experience in Front Desk operations.
• Must communicate effectively in English.
• Must be able to work days, evenings, nights, weekends and holidays.

Responsibilities

• Controls guestroom reservations to maximize occupancy and revenue.
• Coordinates check-in/check-out and room lists.
• Monitors staff performance, hours and breaks; enforces policies.
• Conducts pre-shift meetings and inspects grooming and attire.
• Oversees check-in/check-out process and guest interactions.
• Coaches and counsels Front Office staff.
• Prepares Front Office schedule per occupancy and labor forecasts.
• Ensures exceptional guest service at check-in/check-out.
• Maintains communication between Front Office and other departments.
• Reviews revenue targets with General Manager and Sales to meet group needs.
• Follows up on VIP blocks and inspects rooms prior to arrival.
• Manages billing, rate integrity and corporate/group block processes.
• Interacts with Housekeeping and Maintenance to ensure timely room readiness.

Skills

Guest service

English communication

Leadership

Coaching/mentoring

Team coordination

Problem solving

Education

High school diploma

Job description

JOB DESCRIPTION

The Front Office Manager is responsible for the daily quality and accuracy of the work produced by the Front Desk Staff. The Front Office Manager must maintain the highest level of guest service and set the tone for all brand standards for the Front Office.

ESSENTIAL DUTIES

• Controls all guestroom reservations, ensure reservations are accurately recorded and monitored to ensure optimum occupancy and revenue is achieved
• Ensures coordination of daily check in/check out requirements, including guest room list distribution, room inspections, amenity placement, welcome letters, gifts, etc
• Constantly monitors staff performance, knowledge, hours and breaks, ensures company policies and procedures are adhered to
• Conducts pre-shift meeting and inspect employees’ grooming and attire
• Monitors the check in/check out process
• Responsible for coaching and counseling personnel within the Front Office
• Completes and maintains the Front Office schedule in accordance to occupancy and business levels, observing all overtime procedures, staffing guidelines and labor forecasts including being available for any call outs or sick time
• Ensures exceptional guest service is achieved for the check-in and check-out
• Maintains a system of communication between the Front Office and other departments
• Works closely with the General Manager to review revenue and guest service goals
• Works with the Sales Department to ensure that all group room requirements are met and properly billed
• Coordinates with sales department to satisfy all group expectations and needs
• Follows-up on all VIP blocks and inspect rooms prior to arrival
• Controls and monitors blocks, timeshare blocks, reservations and additional blocking as needed, i.e. special requests, suites, etc
• Inspects departure report daily, updating records as necessary
• Reviews Housekeeping Reports and rectify all discrepancies before end of shift
• Reviews Room Revenue Report to ensure rates are correctly entered before close of day
• Coordinates with Housekeeping and Maintenance teams to ensure timely and professional completion of room cleaning and room repairs
• Monitors all cashiering procedures: shortages/overages/late charges/adjustments/posting charges/making change for guests/settling accounts/cashier reports/balancing receipts/dropping receipts/no show billings
• Receives and reports comments, criticisms, and feedback from Guests, employees and other managers, and make immediate recommendations for improvement to the GM
• Reviews daily business levels, anticipates critical situations and executes solutions
• Builds rates and packages within the property management system, manages said rates accordingly
• Ensures all corporate rates are entered within the property management system within 24 hours of contract being signed
• Monitors all billing activity by day
• Manages inventory of units and complete close outs on extranets as required
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
• Adheres to safety, security and emergency procedures, reacts appropriately during emergency situations and acts promptly to correct hazards
• Adheres to all work rules, procedures and policies established by the hotel, including, but not limited to, those contained in the employee handbook
• Monitors out of order room report on a daily basis and liaise with other department heads to coordinator rooms being placed back into service as quickly and efficiently as possible
• Learns, understands, refers to, and enforces the Standard Operating Procedures
• Fulfills Manager on Duty shifts
• Any and all duties assigned by management

MINIMUM REQUIREMENTS

The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must have high school diploma or equivalent
• Must have minimum of three years’ experience in Front Desk operations (hospitality preferred)
• Must be able to communicate effectively in English
• Must be able to pass pre-employment testing (i.e. drug test, background check, etc)
• Must have full availability and be able to work days, evenings, nights, weekends, and holidays

KNOWLEDGE / SKILLS / ABILITIES

• Ability to read, write and speak English (multi-lingual a plus)
• Ability to hear, understand, follow and give written and oral instructions
• Ability to deal with stressful conflicts involving groups of people, individuals, and employees
• Ability to work with large groups of people, and age groups
• Ability to plan, organize and conduct a wide variety of activities
• Knowledge of leadership techniques
• Ability to work harmoniously with fellow employees and guests
• Follow all company policies and procedures
• Must have self-starting personality with an even disposition
• Maintain a professional appearance and manner at all times
• Ability to communicate well with guests
• Ability to observe and detect signs of emergency situations
• Ability to establish and maintain effective working relationships with associates, customers and patrons
• 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
• Must have 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
• Thank guests with genuine appreciation
• Speak with others using clear and professional language
• Develop and maintain positive working relationships with others
• Abilities (<8 hours per day) reach, bend, twist, pull, push, grasp, walking, standing, stooping, kneeling, running, sitting, climbing, reaching overhead and bending
• Ability to frequently (<4 hours per day) lift up to 30 pounds of weight to chest height
• Ability to stand, walk and continuously perform behind the front desk