Front Office Manager

Tandem Hospitality Group, LLC; New Orleans (LA); On-site; USD 80,000 - 100,000; Full time

Job summary

An established industry player in hospitality is seeking a Front Office Manager to lead their Front Desk team. This dynamic role involves ensuring exceptional guest service and operational excellence. The ideal candidate will have a strong background in hospitality management, with a proven track record of improving guest satisfaction and service delivery. You will be responsible for coaching staff, managing schedules, and addressing guest concerns with professionalism. Join a vibrant team where your leadership will directly impact the guest experience and contribute to the hotel's success.

Qualifications

• 3+ years in guest service roles, preferably in a supervisory capacity.
• Strong management skills with a focus on guest satisfaction.

Responsibilities

• Oversee Front Desk operations and ensure high service standards.
• Train and coach staff to enhance guest service experiences.

Skills

Guest Service Management

Conflict Resolution

Inventory Control

Customer Satisfaction Improvement

Education

High School Diploma

Bachelor's Degree in Hospitality Management

Tools

Microsoft Office

Job description

Job Description

The Front Office Manager's primary role is to ensure high quality service and leadership for the Front of House operations. This individual is responsible for oversight and leadership of the Front Desk team and providing support for all operations. The individual will be well versed in Front Office operations to assist the Agents with guest concerns and overall guest service. The Front Office Manager will also act as a Manager on Duty during some of their shifts.

Job Responsibilities

1. Responsible for the adherence and enforcement of all Hotel policies and procedures
2. Responsible for maintaining the highest levels of professionalism and decorum amongst all the staff
3. Monitor inventory control and ordering procedures for Front Office and guest supplies
4. Oversee Front Desk Agent scheduling and requests
5. Perform coaching and counseling of all Front Desk Agents, Night Auditors and PBX operators as needed to enforce standards
6. Creates a comprehensive training program instilling a culture of service and follow through
7. Acts as a liaison between the Front Office and the Reservations/Sales team
8. Is intimately involved in troubleshooting and drilling down to determine and eliminate guest issues
9. Handle any guest complaint or issue in a professional manner
10. Complete a daily MOD Report to communicate guest opportunities and other information
11. Assist the Front Desk with all aspects of operations including check-in and check-out process
12. Review all potential safety and security issues and implement corrective action steps
13. Responsible for knowing all emergency procedures
14. Conduct walk-throughs of the property at a minimum of twice per day
15. Coach associates how to resolve and de-escalate conflicts
16. Assists in welcoming and escorting VIP's and other guests
17. Work closely with Housekeeping, Engineering, Catering and Sales to assure groups and special functions are handled smoothly

Job Qualifications

1. 3 years' experience as a Guest Service Agent, Supervisor or Manager
2. Management experience required
3. Front Office Accounting experience
4. Proficiency in Microsoft applications is required
5. Verifiable record improving guest service and satisfaction
6. Ability to work a flexible schedule and be able to work weekends and holidays