Front Office Manager

Crescent Hotels & Resorts; Nashville (TN); On-site; USD 58,000; Full time

Job summary

An established industry player in hospitality is seeking a dedicated Front Desk Supervisor to oversee daily operations and ensure exceptional guest experiences. This pivotal role involves managing staff, resolving guest issues, and implementing quality standards to maximize satisfaction and revenue. The ideal candidate will possess strong communication skills, a knack for problem-solving, and the ability to thrive in a fast-paced environment. Join a dynamic team where your contributions directly enhance the guest experience, and enjoy a rewarding career in a vibrant and supportive atmosphere.

Benefits

401(k)

401(k) matching

Health insurance

Health savings account

Life insurance

Paid time off

Vision insurance

Qualifications

• Ability to communicate effectively with guests and resolve conflicts.
• Self-starting personality with a professional appearance.

Responsibilities

• Supervise Front Desk staff to ensure optimal guest satisfaction.
• Implement hotel quality processes and manage daily operations.

Skills

Customer Service

Communication Skills

Problem Solving

Mathematical Skills

Teamwork

Attention to Detail

Education

High School Diploma

Bachelor's Degree (Preferred)

Tools

Computer System

Job description

JOB OVERVIEW: Supervise the daily operations of the Front Desk staff to maximize revenues and profits while attaining optimal guest satisfaction.

ESSENTIAL JOB FUNCTIONS:

1. Implement and manage hotel’s daily quality process including goal communication, associate improvement, compliance with Crescent standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly.
2. Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
3. Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
4. Implement company programs and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
5. Supervise the Guest Service Agents and Assistant Front Office Manager.
6. Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
7. Comply with attendance rules and be available to work on a regular basis. Must have open availability to cover the demands of the department.
8. Plan, organize, chair, attend and/or participate in various hotel meetings such as: Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, Quality Teams Meetings, etc.
9. Perform any other job related duties as assigned.

REQUIRED SKILLS AND ABILITIES:

Must have the ability to communicate in English. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times. Can communicate well with guests. 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. 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. Ability to stand, walk and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations. Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated. Ability to establish and maintain effective working relationships with associates, customers and patrons.

PERFORMANCE STANDARDS

Customer Satisfaction: Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with Crescent staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every Crescent associate is a guest relations ambassador, every working minute of every day.

Work Habits: In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.

Safety & Security: The safety and security of our guests and associates is of utmost importance to Crescent. Every Crescent associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

NOTE: This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor.

Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.

Job Type: Full-time

Salary: From $58,000.00 per year

• 401(k)
• 401(k) matching
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Night shift
• Weekend availability

Supplemental pay types:

Ability to commute/relocate:

• Nashville, TN 37201: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel experience: 1 year (Preferred)