Front Office Manager

Socket.dev; Virginia Beach (VA); On-site; USD 48,000 - 64,000; Full time

Job summary

Crescent Hotels & Resorts is seeking a dynamic Front Desk leader for the Delta Hotel by Marriott Virginia Beach Waterfront. You will guide the front office team, uphold service standards, and ensure a warm, efficient guest experience in a bayside setting.

This role demands at least 4 years of progressive hotel leadership in guest‑facing roles and 3 years of Lightspeed PMS expertise, with responsibilities spanning scheduling, budgeting, forecasting, and daily operations.

Qualifications

• Must have the ability to communicate in English.
• Minimum of 4 years of related progressive experience in hotel leadership in guest facing roles.
• Minimum of 3 years of experience in Lightspeed PMS.

Responsibilities

• Lead and supervise front office operations and staff.
• Balance guest ledger and daily scheduling.
• Achieve guest satisfaction and financial goals.
• Ensure compliance with policies and SOPs.
• Participate in weekly revenue management calls.
• Manage department budgets and review forecasts.

Skills

English communication

Leadership

Team player

Customer service

Budgeting

Forecasting

Analytical ability

Planning & organization

Decision making

Vendor/contracts

Mobility on site

Tools

Lightspeed PMS

Job description

Join us at the Delta Hotel by Marriott Virginia Beach Waterfront, just steps away from Chesapeake Bay. From our casually elegant dining room to our bayside deck, come work at the perfect place to start your career in hospitality!

At Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do!

We understand what it takes to be a part of something great. We will encourage you to bring your true self to work every day, we will celebrate you and we will cheer you on as you shine bright in your career journey. Whether it be our health & wellness programs, best in class learning and development or our travel discounts that ‘feed your inner explorer’, we work hard to create and deliver on what YOU need. We are ready for you to start your journey with us where You Belong. We Care. Shine Bright.

We are looking for our next great team member to join us on our Front Deskteam. We are committed to providing you with:

• Highly competitive wages
• An exceptional benefit plan for eligible associates & your family members (for FT and PT Associates)
• 401K matching program for eligible associates
• Flexible scheduling to allow you to focus on what is important to you!
• Discounts with our Crescent managed properties in North America for you & your family members
• Marriott Employee Room Rate Discount Program

Here is what you will be doing each day:

Leading Front Office Team

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves as a Marriott Bonvoy Connector for the hotel.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees. Manage all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Ensures recognition of employees is taking place across areas of responsibility.
• Maintaining Guest Services and Front Desk Goals
• Achieves and exceeds goals including performance goals, budget goals, expenses, team goals, etc.
• Manages day-to-day operations, ensuring the quality and standards and meeting the expectations of the customers on a daily basis.
• Develop specific goals and plans to prioritize, organize, and accomplish your work.
• Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
• Manages department controllable expenses to achieve or exceed budgeted goals.

Managing Daily Policies and Procedures

• Ensures compliance with all Front Office policies, standards and procedures.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
• Responsible for daily scheduling.
• Responsible for balancing and ensuring guest ledger remains in balance.
• Responsible for implementing daily revenue goals.
• Responsible for team members daily time edits are completed.

Weekly

• Review department Checkbooks versus forecast and advise of any needed changes.
• Distribute weekly schedule.
• Attend weekly revenue management calls and reviews.
• Attend weekly resume and staff meetings.
• Review weekly time cards and submit payroll along with all incentive back up.

Monthly

• Ensure Marriott mobile score card remains in compliance with brand standards.
• Ensure that all banks are counted.
• Count the main vault.
• Review “Key Financial Controls” Checklist to ensure adherence and compliance.
• Participate in the monthly Credit Meeting.
• Actively participate, complete and review the forecast with Finance and the General Manger.
• Complete monthly inventory of the market.
• Review compliance with meeting internal audit standards.

Conduct and/or attend and contribute to periodic meetings to maintain favorable working relationships among employees and promote maximum morale, productivity, and efficiency:

Executive Committee Sales & Service Financial Review

Departmental Budget & Forecast Credit & Collection Business Review Meeting

Additional Responsibilities

• Ensure and monitor that the hotel is in compliance with all report deadlines and due dates and reacts accordingly.
• Maximize efforts towards productivity, identify problem areas and assist in finding and implementing their solutions.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Maintain regular attendance in compliance with Crescent Hotels and Resorts standards, as required by scheduling which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing the professional attire and nametag when working.
• Comply at all times with Crescent Hotels and Resorts standards and regulations to encourage safe and efficient hotel operations.

Management

• Participate in M.O.D. coverage as required.
• Attend meetings/training as required by management.
• Perform other duties as requested by management.

REQUIRED SKILLS AND ABILITIES

Must have the ability to communicate in English. Self-starting personality with an even disposition. Always maintain a professional appearance and manner. Can communicate well with guests. Must be willing to “pitch-in” and help co- workers with their job duties and be a team player. Requires the exercise of considerable managerial skill as position involves frequent decisions, meeting of deadlines, negotiations of contracts of vendors, analytical ability and the planning, organization development and coordination of large-scale work projects. 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. Complex mathematical skills and considerable skills in the use of a calculator to prepare complex mathematical calculations without error, i.e. budgets, forecasting. Ability to be mobile for significant distances between and within buildings on the property. Ability to observe performance and detect signs of emergency situations and respond with proper action.

A minimum of 4 years of related progressive experience in hotel leadership in guest facing roles

A minimum of 3 years of experience in lightspeed PMS

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 always remain professional, 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:

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, can 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.