Front Office Manager - Embassy Suites Brookfield WI.

Embassy Suites Brookfield, WI; Brookfield (WI); On-site; USD 45,000 - 65,000; Full time

Job summary

A leading hotel management company seeks a Front Office Manager for their Embassy Suites in Brookfield, WI. This role involves overseeing guest services, managing staff, and ensuring exceptional hospitality standards. The ideal candidate will have a passion for service, strong communication skills, and experience in the hospitality sector.

Benefits

Medical, Dental, Vision insurance

Vacation and holiday pay

401(k) with employer matching

Reduced room rates for employees

Career growth and training opportunities

Qualifications

• Fluent in the primary language(s) used in the workplace.
• Knowledge of hotel services and local attractions.
• Physical ability to perform various tasks indoors.

Responsibilities

• Maintain standards of guest service and manage Front Office personnel.
• Handle guest complaints and check reservations.
• Train and supervise front desk operations.

Skills

Effective communication

Interpersonal skills

Problem-solving

Basic math skills

Computer skills

Education

High School diploma or equivalent

Job description

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Front Office Manager for The Embassy Suites in Brookfield, Wisconsin.

Job Purpose:

Responds in a professional and courteous manner to arriving, departing, and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us.

• Maintain all standards of guest service.
• Manage and motivate all Front Office personnel with daily supervision, including staffing, training, discipline, scheduling, and monitoring performance to ensure adherence to service and productivity standards for guest satisfaction.
• Receive and resolve all departmental guest complaints promptly and within company guidelines.
• Check and control room reservations, Front Office systems, supplies inventory, scheduling, forecasting, and department budget to maximize revenue. Compile and prepare financial reports, including rate and availability calendars.
• Communicate with guests and employees both verbally and in writing to answer questions and provide clear instructions. Organize, conduct, and attend meetings to disseminate information.
• Implement and monitor all corporate marketing programs.
• Organize and conduct pre-shift and departmental meetings. Attend other hotel meetings as necessary.
• Perform room inspections, which require bending, stooping, reaching overhead, and moving throughout guest floors.
• Assist in check-in/check-out processes and related guest services.
• Participate in Manager on Duty program, requiring working second shifts and constant monitoring throughout the hotel.
• Supervise front desk operations to ensure excellent service and hospitality.
• Train, guide, resolve issues, and coach front desk team members to ensure quality operations.
• Resolve customer issues and complaints efficiently to maintain high customer satisfaction.
• Greet and welcome guests, verify reservations, and promote guest programs.
• Handle payments, maintain a house bank, and manage deposits and receipts accurately.
• Control safety deposit boxes and post charges as requested.
• Respond promptly to guest complaints and inquiries, including handling messages, wake-up calls, mail, and faxes.
• Assist guests with luggage, provide local area information, and handle laundry/dry cleaning needs.
• Know of incoming VIPs and follow all company SOPs.
• Perform other duties as directed by management, including emergency response and supporting other departments.
• Maintain professionalism, positive attitude, and effective communication with all staff and guests.
• Adhere to all work rules, policies, and safety/security procedures.
• Seek opportunities to upsell rooms and promote hotel amenities.
• Ensure all customers establish credit upon check-in and adhere to credit and inventory control procedures.

Qualifications and Requirements:

• High School diploma or equivalent.
• Experience with Hilton, Embassy Suites, PEP preferred.

This job requires the ability to perform the following:

• Fluent in the primary language(s) used in the workplace.
• Effective communication skills, both verbal and written.
• Basic math, computer skills, and familiarity with hotel systems.
• Knowledge of hotel services, facilities, and local attractions.
• Physical ability to stand, walk, lift up to 15 lbs, and perform various tasks indoors.
• Manual dexterity and visual acuity required for operating equipment and viewing screens.

Other:

• Passion for service and people.
• Strong interpersonal and problem-solving skills.
• Flexible schedule including nights, weekends, and holidays.

Amazing Benefits At A Glance:

• Team-driven and values-based culture.
• Medical, Dental, Vision insurance.
• Vacation and holiday pay, same-day pay option.
• Employee Assistance Program, career growth, and manager training.
• Reduced room rates, 401(k), employee discounts, life insurance.