Front Office Manager - $69K - 76K

Crescent Hotels & Resorts; Santa Monica (CA); On-site; USD 45,000 - 60,000; Full time

Job summary

A leading hospitality company is seeking a Front Desk Supervisor to oversee daily operations, ensuring guest satisfaction and staff performance. The role involves training staff, resolving issues, and maintaining high service standards in a dynamic environment.

Qualifications

• Ability to communicate in English effectively.
• Strong verbal and written communication skills.

Responsibilities

• Supervise daily operations of Front Desk staff.
• Respond to guest requests and concerns.
• Implement company programs and maximize revenues.

Skills

Communication

Teamwork

Problem Solving

Mathematical Skills

Computer Proficiency

Customer Service

Job description

Job Overview

Supervise the daily operations of the Front Desk staff to maximize revenues and profits while attaining optimal guest satisfaction.

Essential Job Functions

1. Interview, hire, train staff; recommend performance evaluations; resolve problems; communicate openly; recommend discipline or termination when appropriate.
2. Respond to guest requests, needs, problems, and concerns; accommodate groups to ensure guest satisfaction and repeat business.
3. Implement company programs; supervise Front Desk operations to comply with SOPs and LSOPs; maximize revenues; motivate staff to provide quality service and hospitality.
4. Supervise Guest Service Agents.
5. Remain calm during emergencies or heavy hotel activity; serve as role model; resolve customer issues through thorough research and effective solutions; make decisions based on experience and judgment; authorize revenue allowances when necessary.
6. Comply with attendance rules and be available to work regularly.
7. Perform other related duties as assigned.

Required Skills and Abilities

• Ability to communicate in English effectively.
• Self-starting personality with an even disposition.
• Maintain professional appearance and manner.
• Good communication with guests.
• Team player willing to assist colleagues.
• Patience, tact, and diplomacy to handle internal and external customers.
• Basic mathematical skills; proficiency with calculators.
• Ability to use computer systems accurately.
• Physical ability to stand, walk, and perform desk duties.
• Ability to observe and respond to emergencies.
• Strong verbal and written communication skills; ability to prepare complex reports.
• Ability to establish and maintain effective relationships with staff and guests.

Performance Standards

Customer Satisfaction

Maintain professionalism and courtesy to ensure positive guest interactions; serve as a guest relations ambassador.

Work Habits

Meet and exceed hotel standards in work procedures, dress, grooming, punctuality, and attendance; adapt to changes; seek to learn and improve skills; solve routine problems.

Safety & Security

Follow security policies; report hazards; ensure safety of guests and staff.

Note

This description covers essential functions; other duties may be assigned. It is subject to change at the company's discretion. This does not constitute a contract; employment remains at will.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. Applicants will be informed of their rights under federal employment laws. For more information, see the Know Your Rights notice from the Department of Labor.