Front Office Manager

Hotel-Indigo; Nashville (TN); On-site; USD 60,000 - 65,000; Full time

Benefits offered by this job

Competitive salary

401k program with company match

Annual review with increase potential

Job summary

Hotel Indigo Nashville at The Countrypolitan is seeking a Front Office Manager to lead the front office team with energy and professionalism. The role focuses on training, supervising, and scheduling the front desk staff, while also assisting the AGM with accounting and HR functions.

Acts as the lead point for Front Desk systems and guest marketing initiatives. Key duties include staff training, supervision of front desk and reservations, and ensuring guest satisfaction through effective service

Qualifications

• College degree or equivalent required.
• Two years of previous hotel front desk experience preferred.
• Ability to speak, read, and write fluent English; other languages beneficial.

Responsibilities

• Train and supervise front desk staff; schedule shifts and ensure coverage.
• Lead front desk operations and reservations to deliver superior guest service and secure cash handling.
• Oversee cash/credit card transactions, reports, deposits and security of assigned funds.
• Manage Front Desk systems and guest marketing initiatives; act as liaison with Operations Manager.
• Address guest requests and complaints promptly; ensure service recovery guidelines are followed.
• Assist AGM with accounting, HR functions, and represent hotel in the GM/AGM absence.

Skills

English proficiency

Verbal and written communication

Front desk operations

Team leadership

Education

College degree or equivalent

Tools

Microsoft Office

Opera PMS

Job description

Description

Hotel Front Office ManagerHotel Indigo Nashville at The Countrypolitan

Are you passionate about hospitality and creating unforgettable guest experiences?

Hotel Indigo Nashville at The Countrypolitan is looking for a Front Office Manager to lead our front office team with energy, professionalism, and attention to detail.

Full-time

Pay: $60,000-$65,000

Summary:

The Front Office Manager (FOM) is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk and is the lead Front Desk support for the Operations Manager. The main focus of the role is the training, supervising, and scheduling of the front desk team. This role also assists the AGM with the accounting and human resources functions of the Front Office. The FOM serves as the lead point person with regard to the Front Desk technology systems and in-house guest marketing initiatives. The FOM also represents the hotel with all guests in absence of the General Manager and AGM. Will also function as a Guest Service Agent.

Duties & Responsibilities:

• Ensure all staff is properly trained on all front desk operations, hotel facilities and services, local directions and safety and emergency procedures. Ensure all staff has the supplies needed to effectively carry out their job functions
• Supervise the front desk and reservation functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest information
• Responsible for the supervision of the security of cash, credit card transactions, and guest information
• Supervise the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing. Work with the hotel’s property management system to maximize revenue through occupancy and rate adjustments based on market conditions
• Establish effective Front Desk communication and information system through logs, department meetings, and one-on-one interaction with the staff
• Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.
• Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management
• Register guests, issue room keys, provide information on hotel services and room location. Answer phones in a prompt and courteous manner
• Supervising the accurate processing all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposits, and counting/securing assigned cash bank(s)
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
• Regularly sell hotel rooms through direct client contact
• Ensure all shifts are adequately staffed and arranges coverage of shifts should an absence occur
• Ensure compliance with federal, state and local laws regarding health, safety, and alcohol services
• Perform other duties as assigned

Requirements

Qualifications:

• College degree or equivalent required in related field
• Two years of previous hotel front desk experience required
• Ability to speak, read, and write fluent English; other languages beneficial
• Professional verbal and written communication skills
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances preferred
• Problem solving, reasoning, motivating, organizational and training abilities preferred
• Experience with Microsoft Office and Opera systems required
• Frequently standing up, bending, climbing, kneeling, and moving about the facility
• Carrying, lifting or pulling items weighing up to 50 pounds
• Frequently handling objects and equipment
• Will be required to work mornings, evening, weekends, and holidays

Benefits

• Competitive salary
• Annual review with increase potential
• 401k program with company match
• Additional benefits may be available

Arbor’s Guiding Principles:

• Do the Right Thing - Operate and act with integrity in all you do even when it is not convenient.
• Lead with Heart - Be kind, passionate and hospitable.
• Be Accountable - Take ownership and deliver results.
• Aim Higher - Go above and beyond to exceed expectations and pursue thoughtful change.
• Celebrate Differences - Embrace diversity; respect individual opinions and ideas.

Arbor Lodging Management provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Arbor Lodging Management complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.