Front Office Manager

Fairfield-Inn-; Madison (WI); On-site; USD 50,000 - 70,000; Full time

Job summary

Fairfield Inn Madison is seeking an experienced Front Office Manager to lead daily operations and drive guest satisfaction while achieving financial targets.

You will oversee Front Desk, PBX, Bell Stand, Concierge, Transportation and Valet services, ensuring adherence to LSOPs and SOPs, and collaborate with Sales to boost occupancy and revenue. The role emphasizes team leadership and process optimization in a fast-paced hospitality environment.

Responsibilities

• Interview, hire, train, evaluate performance; provide open communication and discipline/termination when appropriate.
• Implement company and franchise programs and manage Front Office operations (Front Desk, PBX, Bell Stand, Concierge, Transportation, Valet) to ensure compliance with LSOPs and SOPs and high-quality service.
• Resolve customer complaints, anticipate problems by reviewing complaints, operational issues, business flow and associate performance to ensure satisfaction.
• Interact with sales staff to discuss and implement sales strategies to improve occupancy levels and revenues.
• Monitor and maintain Front Office systems and equipment to ensure optimum performance.

Job description

Company Overview: We have built our company one person at a time. We understand that our team members are the key to our success. Our superior results begin by hiring and training good people and continue by supporting and retaining them. We build cohesive teams and promote opportunities for growth, development and leadership.Summary: Manage the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals.Key Responsibilities:• Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.• Implement company and franchise programs and manage the operations of the Front Office (Front Desk, PBX, Bell Stand, Concierge, Transportation, Valet) to ensure compliance with LSOPs and SOPs and to ensure an optimal level of quality service and hospitality are provided to the hotel customers.• Resolve customer complaints, anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.• Interact with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and revenues.• Monitor and maintain the Front Office systems and equipment to ensure their optimum performance.