Front Office Manager

Peregrine Hospitality; Norfolk (VA); On-site; USD 42,000 - 64,000; Full time

Job summary

Peregrine Hospitality in Norfolk, VA, is seeking a Front Office Manager to oversee all front desk operations and guest services. You will guide daily shifts, train Front Desk Agents, and ensure guest satisfaction while enforcing hotel policies and procedures.

Responsibilities include registering guests, handling requests, promoting the Rewards Program, and coordinating with departments to maintain smooth operation.

Qualifications

• Ability to prioritize and work efficiently with limited supervision.
• Detail-oriented with multi-tasking capability.
• Excellent communication and organizational skills.
• Strong guest service focus and ability to resolve concerns.
• Ability to work cohesively with staff across departments.

Responsibilities

• Oversee front desk operations and guest service activities.
• Coordinate shifts and breaks with Front Desk Agents.
• Register guests quickly, verify identity, rates and dates.
• Process check-outs and promote rewards programs.
• Reconcile cash and charges during shifts and handle mail and packages.
• Prepare weekly schedules and process payroll as required.
• Ensure staff grooming, cleanliness, and safety standards.

Skills

Prioritize tasks

Detail oriented

Excellent communication

Guest service orientation

Teamwork

Job description

The Front Office Manager is responsible for the management of all aspects of the Front Desk functions. This position will work shifts at the Front Desk running the day-to-day operations to oversee guest service, resolve guest concerns, and train Front Desk Agents.

Essential Functions

• Work shifts at the Front Desk overseeing all guest service needs.
• Work alongside Front Desk Agents to cover shifts and/or breaks.
• Welcome and register guests expeditiously, provide information to guests as needed, obtain identification and credit/check approval as directed by hotel policy. Verify rate and departure date. Confirm and modify information required to complete the registration process per hotel procedures.
• Check departing guests out of the hotel as per hotel procedures.
• Sell guest rooms, food & beverage outlets and seasonal hotel promotions.
• Adhere to policies regarding handling of employee’s cash bank.
• Reconcile all charges and cash received during shift.
• Promote Rewards Program to guests.
• Process mail, messages, faxes and packages.
• Hold a pre-shift meeting with staff prior to reporting to stations.
• Be prepared for each daily activity and review any variations with management and staff.
• Work shifts are covered with adequate staff, ensure correct staffing during peak periods and high occupancy.
• Communicate daily with department managers and MOD to assure consistency and pass on pertinent information.
• Consistently monitor the performance of associates on an on-going basis and assist the department manager in providing feedback. Reward, discipline and document associate performance and provide timely counseling. Address associate complaints and resolve problems.
• Ensure staff is properly groomed and uniformed at all times.
• Ensure work area cleanliness is maintained at all times.
• Assist in the preparation of weekly schedules in accordance with guest needs and staff availability.
• Process timecards and payroll as required.
• Ensure all associates are safety conscious and trained in safe work practices.
• Follow 4 Keys service standards, standard operation procedures, and safety standards.
• Follow safety and security procedures.
• Work cohesively with co-workers and all departments as part of a team.
• Follow all appropriate policies and procedures while constantly striving to improve standards of operations.
• Adhere to attendance and reliability standards.
• Follow all additional duties as assigned by management.

Job Requirements

• Understand the mission, vision, and goals of the hotel.
• Must be able to prioritize and work efficiently with limited supervision.
• Must be detail oriented and able to multi-task efficiently.
• Must be able to speak and understand and communicate the primary language(s) used in the workplace.
• Must possess excellent communication, follow up, and organizational
• Must have the ability to push, pull bend, squat and lift on a regular basis.
• Safety requirements of PPE as needed for duty assigned and with use of required tools and equipment.
• Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up.
• Be a clear thinker, remaining calm and resolving problems using good judgment.
• Follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team.
• Must be able to understand guest’s service needs
• Maintain confidentiality of guest information and pertinent hotel data.

Work Hours

• Will be required to work flexible scheduled shifts based on business needs.
• Scheduling includes holidays, nights, and weekends depending on hotel events and functions.

Physical Requirements & Working Conditions

The minimum physical requirements for this position include but are not limited to:

Flexible and long hours sometimes required

Must be able to lift and/or carry up to 50 pounds

• Ability to hear, understand and communicate orally and in writing to communicate with staff, vendors, and guests a normal in-person and phone conversation

Ability to stand and walk for extended periods of time

Ability to bend and twist, push and pull, stoop, and kneel

Disclaimer

All duties and requirements stated are essential job functions. This description is not an exclusive or exhaustive list of all functions that an associate in the position may be asked to perform. This does not create an employee contract, express implied, or otherwise, and does not alter the “at will” employment relationship of the employer or employee. Management reserves the right to change, modify and/or alter any of the duties listed to meet business needs.

Reasonable Accommodation Statement

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. If you need accommodation for any part of the application process because of a medical condition or disability, please contact: [e-mail]

Equal Opportunity Employer Statement

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, and related medical conditions), sexual orientation, gender identity or expression, national origin, ancestry, age, disability (physical or mental), medical condition, genetic information, marital status, military or veteran status, or any other characteristic protected by applicable federal, state, or local law. We are committed to complying with the California Fair Employment and Housing Act (FEHA), Title VII of the Civil Rights Act, the Americans with Disabilities Act (ADA), and all other applicable equal opportunity laws. Peregrine Hospitality is an Equal Opportunity Employer M/F/Disability/Veteran and Drug Free.

Peregrine Hospitality participates in E-Verify. Upon hire, your employment will be contingent on proof of identity and eligibility to work in the United States, which will be confirmed through the federal E-Verify system.

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Detail Oriented

Capable of carrying out a given task with all details necessary to get the task done well.

Enthusiastic

Shows intense and eager enjoyment and interest.

Dedicated

Devoted to a task or purpose with loyalty or integrity.

Team Player

Works well as a member of a group.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.