Front Office Manager

HEI Hotels; San Antonio (TX); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Free parking

Free meals

Marriott travel program

Job summary

HEI Hotels in San Antonio is seeking a Front Office Manager to oversee guest registration, checkout, and telephone service while ensuring brand standards and exceptional service.

You will forecast and help manage the room budget, monitor front office systems, track guest satisfaction, control labor costs, and mentor a team to deliver calm, professional service across all shifts in a busy hotel.

Qualifications

• Minimum of 2 years Front Desk experience, preferably in a leadership role.
• Proficient with PMS system.
• Advanced knowledge of the brand’s reward program.
• Able to handle cash and credit transactions.
• Computer literacy and financial management is a must.
• Strong written and verbal communication skills.
• Knowledge of local area attractions and transportation.
• Ability to manage emergencies calmly and effectively.
• Familiarity with relevant laws and labor relations guidelines.

Responsibilities

• Ensure efficient guest registration, checkout, and telephone service with brand standards.
• Forecast, report, and assist in room budget development.
• Monitor front office systems and equipment for optimum performance.
• Track guest satisfaction and optimize feedback usage.
• Develop controls for expense management and manage labor costs.
• Interview, hire, train, develop, and discipline staff as needed.
• Communicate clearly to staff and maintain positive customer relations.
• Coordinate with other departments to boost guest satisfaction and occupancy.
• Maintain schedule adherence and perform other duties as assigned.

Skills

Front Desk

Customer service

Leadership

Communication

Cash handling

Conflict resolution

Budgeting

Tools

PMS system

Job description

## Front Office ManagerApplyremote type: On-Sitelocations: Westin San Antonio North - San Antonio, TXtime type: Full timeposted on: Posted Todayjob requisition id: JR117504**About Us**Step into our luxury hotel in North San Antonio, which rises 19 stories above this stunning city. The Westin San Antonio North captures the essence of Texas Hospitality with impeccable service and Southern charm. Located just north of Downton San Antonio home of the Alamo and our famous meandering Riverwalk, we are also close to some of the city's exciting attractions like Fiesta Texas and Sea World San Antonio. Through the HEI Loves Initiatives we are dedicated to the diversity of our associates and the building of a strong service culture. We offer our associates, feel meals, free parking and travel perks offered through the Marriott Room Rate program and HEI managed hotels. Join our family and take advantage of competitive benefits, wages, a robust PTO program, plus much, much more.Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization! We value U.S. military experience and invite all qualified military candidates to apply.**Compensation**### Tipped/Service Charge Eligible? No### Discretionary Performance Bonus Eligible? No**Overview**Ensure guest service standards of the guest arrival, departure, and any other guest contact experience are met through optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments.### **Essential Duties and Responsibilities*** Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.* Implement company and franchise programs.* Prepare forecasts and reports and assist in the development of the room’s budget.* Monitor and maintain the front office systems and equipment to ensure their optimum performance.* Track guest satisfaction surveys and maximize usage of the guest response tracking system.* Develop and implement controls for expense management. Utilize labor management tools to schedule and control labor costs.* Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of performance appraisals.* Communicate both verbally and in writing to provide clear direction to staff.* Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.* Ensure compliance of front office, guest service, and PBX standard operating procedures and policies. Ensure all Front Office Quality Standards are complied with and are consistently applied.* Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.* Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.* 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.* Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.* Regular attendance in conformance with the standards is essential to the successful performance of this position.* Comply with attendance rules and be available to work on a regular basis.* Perform any other job-related duties as assigned.**Qualifications and Skills*** Minimum of 2 years Front Desk experience, preferably in leadership role.* Proficient with PMS system.* Advanced knowledge of brand’s reward program.* Able to handle cash and credit transactions.* Computer literacy and financial management a must.* Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.* General knowledge of local area attractions and transportation.* Able to observe and detect signs of emergency situations. Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.* Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations, including, but not limited to the following statues and their comparable state and local laws.* Able to establish and maintain effective working relationships with associates and customers.* Able to make sound business decisions and take action quickly based on previous experience and good judgment.* Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning.* Effective verbal and written communication skills.* Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.