Front Office Manager

Holiday Inn Express Knoxville Downtown; Knoxville (TN); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical

Vision

Dental

401K

Immediate Pay- earned wage access

Vacation time

Sick time

Holiday pay

Bonus opportunities

Brand-specific employee discounts

Long term/short term disability

Life insurance

Job summary

Kana Hotel Group seeks an experienced Front Office Supervisor to lead the guest services team in a hotel setting. You will schedule staff, train employees, and ensure a high standard of service is delivered to guests.

You will also oversee financial planning for the department, manage daily operations, handle escalated guest issues, and collaborate with housekeeping and management to optimize occupancy and guest satisfaction.

Qualifications

• Associates Degree in Hospitality preferred.
• 1-3 years’ experience in hospitality required.
• Supervisory experience preferred.
• Customer service experience required.
• Experience handling cash and credit card procedures.
• Attention to detail.
• Knowledge of hotel layout, amenities and procedures.
• Knowledge of local geographic area and attractions.

Responsibilities

• Manage and monitor activities of Front Office staff to standards of excellence.
• Schedule guest service team according to labor standards and occupancy.
• Conduct training and development; assist in performance reviews and disciplinary action.
• Screen applicants and conduct initial interviews for guest services roles.
• Maintain a professional, high-quality service-oriented environment.
• Act as manager on duty for the hotel and handle complaints and issues.
• Develop short and long-term financial/operational plans for guest services and assist budget prep.
• Achieve budgeted revenues/expenses and maximize profitability for guest services.
• Inform Front Office staff of daily activities, VIP arrivals and special requests.
• Coordinate daily activities with hotel management; hold monthly department meetings.
• Other duties as assigned.

Skills

Customer service

Communication

Leadership

Problem solving

Attention to detail

Education

Associates Degree in Hospitality

1-3 years hospitality experience

Supervisory experience

Job description

Kana Hotel Group's mission is to be one of the most admired and service quality driven hotel companies in the industry. We will accomplish our goal by creating an atmosphere of friendly employee behavior and delivering the highest quality service and value to our guests.

From our Team Members to our General Managers and Regional Support team, we seek people who have a passion for the hospitality business and want to grow with us. Most of our existing leadership team members have been promoted from within the company.

Kana Hotel Group is proud to offer the following benefits:

• Medical
• Vision
• Dental
• 401K
• Immediate Pay- earned wage access!
• Vacation time
• Sick time
• Holiday pay
• Bonus opportunities
• Brand-specific employee discounts
• Long term/short term disability
• Life insurance

Primary Responsibilities

• Manage and monitor activities of all employees in the Front Office department making sure the team adheres the standards of excellence
• Schedule guest service team members according to labor standards and forecasted occupancy.
• Conduct employee training and development; assist in performance reviews and disciplinary action
• Conduct applicant screening and initial interviews of guest services applicants
• Maintain a professional and high-quality service-oriented environment at all times
• Act as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.
• Develop short term and long term financial and operational plans for the guest service department which relate to the overall objectives of the hotel. Participate in the preparation of the annual hotel budget.
• Achieve budgeted revenues and expenses and maximizes profitability related to the guest services department.
• Inform all Front Office staff of daily activities, group and VIP arrivals as well as special requests and repeat guests.
• Check accommodations, making sure any special requests are carried out
• Manage the reservation function to maintain highest possible room occupancy and average daily rate through suggestive selling by employees.
• Greet guests upon arrival and ensure escort to accommodations if appropriate.
• Track employee performance with upselling guest rooms
• Work closely with the Housekeeping Department to improve guest services and foster cross departmental communication.
• Maintain procedures for credit control and handling of financial transactions, security of monies, guest security and emergency procedures.
• Coordinate daily activities with hotel management team on a daily basis.
• Hold monthly department meetings keeping staff informed of all activities in the hotel
• Other duties as assigned

Education/Experience

• Associates Degree in Hospitality preferred
• 1-3 years’ experience in hospitality required
• Supervisory experience preferred
• Customer service experience required
• Experience handling cash and credit card procedures
• Attention to detail
• Knowledge of the hotel layout, all amenities offered, and all procedures & organization.
• Knowledge of local geographic area knowledge, area businesses & services, major highway/street information, and community events & attractions.

Our company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.