Front Office Manager

Fairfield Inn; Madison (WI); On-site; USD 42,000 - 64,000; Full time

Job summary

The Fairfield Inn in Madison, Wisconsin is seeking a Front Desk Supervisor to oversee daily front desk operations, manage reservations, and coordinate with sales, housekeeping, F&B, and accounting to maximize occupancy and guest satisfaction. You will train new staff, monitor standards, and ensure security and quality protocols are followed.

The role requires 3–5 years of front desk leadership, strong communication, cash handling, and the ability to work flexible hours, including weekends and

Qualifications

• 3-5 years prior hotel front desk leadership experience.
• Excellent communication and organizational skills.
• Ability to work flexible hours, including weekends and holidays.

Responsibilities

• Hire and train front desk staff in cooperation with the GM.
• Ensure front desk operations follow brand standards and procedures.
• Schedule staff to balance service, efficiency and budget.
• Oversee reservations, check-ins, and guest accounts to maximize occupancy and rate.

Skills

Front desk leadership

Staff training

Guest service

Job description

Description

Job Summary

Responsible for supervising and managing the front desk area, maintaining data on future room occupancy, tracking reservations, special requests, hire and train new guest service representatives, and maintain liaison with sales, food and beverage, housekeeping, and accounting departments.

Duties/Responsibilities

• Hire, in cooperation with GM, and train all front desk personnel.
• Ensure front desk operations are carried out within the systems and procedures required by brand specific standards.
• Schedule staff as required, while maintaining efficiency, service and budget.
• Complete knowledge of all hotel systems including phone system, key system, PMS reservation systems, and brand specific training.
• Knowledge of fire alarm system and evacuation procedures, CPR and SDS trained.
• Checking the credit of guest accounts daily and follows up if action is required.
• Instill in the front desk staff a sense of credit responsibility so that suspicious accounts are immediately noted to ensure effective credit control.
• Must have good knowledge of surrounding area.
• Supervise reservations and check-ins to ensure the highest occupancy and rate.
• Ensure the accuracy of housekeeping report and work closely with housekeeping staff.
• Must be available to perform Manager on Duty (MOD) duties when necessary.
• Must conduct monthly desk meetings to keep all desk staff up to date on all new policies, promotions, and procedures.
• Must be responsible for security of guests, fellow employees and hotel assets.
• Must perform any other required duties as requested by the General Manager to aid in better operation of the hotel, restaurant, lounge, and service to the guests.
• Able to perform/Supervise all job duties performed by any of the employees underlined in the GSM/FOM portfolio to include Night Audit.
• Keep confidential the business functions of the company including, but not limited to, financial status, customer/guest information, employee issues, etc.
• Be an example and ensure that all front desk employees and auditors are in proper costume/uniform.
• Immediately report any guest issues to Manager on Duty
• Assist guest with luggage as needed
• Does not eat, drink, or smoke in guest view

Required Skills/Abilities

• Have a valid driver’s license and dependable transportation available.
• Must be able to communicate effectively by writing, telephone and personal meeting situations.
• Must have an outgoing personality, be well organized, and detail oriented.
• Must be able to work a flexible schedule to include weekends and some holidays.
• Must have a good work ethic, be honest and work well with others.
• Must have good cash handling skills, able to make change.

Experience

• 3-5 years prior hotel front desk leadership experience

Supervisory Responsibilities

• Responsible for managing all front office staff
• Ability to lead, direct and work with people.
• Must manage all associates in a firm and fair manner

Physical Requirements

• Stand/walk on feet for 8 hours and work in a restrictive space/environment.
• Must have eyesight enabling vision both near and far.
• Finger dexterity to type, to write, and work on a computer.
• Must speak in a clear, understandable voice, hear at a basic level, and understand English.
• Must be able to bend, stretch arms overhead and lift and/or carry up to 30 pounds.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

The company is an Equal Opportunity Employer and complies with ADA regulations as applicable. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.