Front Office Manager

AJS Hotels; Louisville (KY); Sur place; USD 52 000 - 68 000; Plein temps

Résumé du poste

Embassy Suites Louisville Downtown Hotels is seeking a Front Office Manager to lead the front desk and guest services team, supervising operations and working to maximize room revenue while ensuring outstanding guest satisfaction.

The role requires strong leadership, excellent communication, and hands-on supervision of a mid/large team. Flexibility for nights, holidays and weekends is required, with knowledge of standard operating procedures and PMS systems.

Qualifications

• Minimum 3 years of a lead role or supervisory experience.
• Minimum 5 years Front Office experience in a hotel required.
• Ability to handle stress and pressure while maintaining composure.
• Ability to resolve problems effectively and in a positive manner.
• Ability to interact with customers with patience, tact and diplomacy.
• Detail oriented with strong organizational skills.
• Must supervise a mid/large team and manage overtime.
• Knowledge of Front Office policies, procedures, and safety standards.

Responsabilités

• Assist in ensuring guest satisfaction while maximizing room revenue by supervising Front Office operations.
• Complete the checklist to expedite check-ins for guests, including VIP guests and amenities.
• Monitor and control daily revenues and expenses by following procedures and controls.
• Motivate, supervise, coach, develop and discipline Front Office Agents.
• Respond to guests' requests and accommodate groups to ensure satisfaction and repeat business.
• Ensure Standard Operating Procedures are followed by Front Office staff.
• Build positive relationships with all hotel departments.
• Assist in managing room availability and inventory.
• Provide a productive work environment through consistent daily habits.
• Stay current with industry equipment, technology, and techniques.
• Inform Rooms Manager of pertinent information and report issues with solutions.
• Supervise a mid/large team of staff; may manage budget elements.
• Schedule work, approve vacation and manage overtime; guide day-to-day operations.
• Ensure effective communication with all management levels.

Connaissances

Team leadership

Guest service focus

Budgeting

Communication

Outils

Microsoft Office

Epitome

Description du poste

Embassy Suites by Hilton has perfected the full-service, upscale, all-suite hotel. Built on a long-standing legacy that is both inviting and comfortable, Embassy Suites properties provide guests with More Reasons to Stay, offering open-air atriums, complimentary cooked-to-order breakfast, spacious two-room suites and complimentary Manager Receptions every evening. Embassy Suites bundled pricing ensures that guests receive enormous value at a single price. Whether they are traveling for business, with their family, with a group, or for leisure, our guests return again and again to experience the consistently awarded, best-in-class customer service provided at Embassy Suites.

Embassy Suites is one of Hilton Worldwide ten market-leading brands. If you understand the importance of providing an inviting and comfortable experience and feel you can contribute to an award-winning team, you may be just the person we are looking for to work as a Team Member with Embassy Suites Louisville Downtown Hotels.

The company is currently hiring a Front Office Manager

RESPONSIBILITIES:

• Assist in ensuring guest satisfaction while maximizing room revenue by supervising Front Office operations
• Complete the checklist as designed to expedite check-ins for guests. Specifics to include VIP guests, arranging amenities, blocking room, running daily reports and maintaining the logbook
• Monitor and control daily revenues and expenses by ensuring procedures are followed and proper controls are in place
• Assist in motivating, supervising, coaching, developing, empowering and disciplining the Front Office Agents
• Respond to guests' special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business
• Ensure Standard Operation Procedures are being followed by Front Office staff
• Establish a positive and effective working relationship with all departments in the hotel
• Assist in controlling open and closed dates, availability and condition of rooms
• Complete weekly supply inventories to ensure adequate pars of such
• Provide a positive, enthusiastic, and productive work environment through setting an example and consistency of daily work habits and standards
• Stay current, knowledgeable, and abreast of the latest in industry equipment, technology, and techniques
• Keep the Rooms Manager informed of all pertinent information related to the department and reports irregularities and problems as they occur along with recommendations for solutions
• Supervise a mid/large team of support, production, craft or lower-level professional employees
• May manage elements/portions of a budget
• Primary contribution is supervising other people
• Schedules work, approves vacation and manages overtime
• Assigns and checks work, provides guidance, training, day-to-day direction
• Knowledge of Front Office policies and procedures and those relating to the safety and security of guests and hotel property
• All duties as assigned

QUALIFICATIONS:

• Minimum 3 years of a lead role or supervisory experience
• Minimum 5 years Front Office experience in a hotel required
• Must have the ability to handle stress and pressure while maintaining composure
• Must have the ability to resolve problems effectively and in a positive manner
• 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 be detail oriented and have strong organizational skills
• Must have proper telephone etiquette
• Must be able to multi-task and to meet deadlines
• Basic computer skills including Microsoft Office Software including Word and Excel are required; prior experience using Epitome is a plus
• Ability to read, write and speak English to prepare complex reports of room availability and revenues generated
• Basic mathematical skills and considerable skills using a calculator to prepare moderately complex mathematical calculations without error
• Must be able to work a flexible schedule including nights, holidays and weekends as business demands
• Professional appearance and demeanor required
• Must be able to communicate effectively with all levels of Management

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.