Front Office Manager & Guest Experience Leader

Greenwich Hospitality Group; Connecticut; On-site; USD 55,000 - 75,000; Full time

Job summary

Greenwich Hospitality Group in Connecticut seeks a Front Office Manager/MOD to lead the Front Office and Front Service teams, report to the General Manager, and uphold hotel standards.

You will manage guest check-in/out, room assignments, guest requests, training, budgeting, scheduling, and cross-department coordination to maximize guest satisfaction and occupancy.

This role requires hands-on leadership, impeccable customer service, and the ability to deputize for the GM when needed.

Responsibilities

• Direct the actions and ensure the smooth and professional operation of the Front Office & Front Service Departments adhering to all established hotel standards and procedures.
• Remain aware of and manage departmental budget, operating labor costs and all other expenses, keeping them in line with approved budgets.
• Ensure staff scheduling aligns with the hotel's daily demands and requirements.
• Maximize room sales by achieving the highest possible occupancy and ADR without compromising guest experience.
• Interact professionally with other departments to service guest rooms effectively.
• Allocate daily guest room assignments honoring guest preferences, VIP status or Executive requests.
• Formulate a Front Office training plan to meet hotel standards and procedures.
• Conduct written Employee Evaluation sessions for 90-day and annual reviews.
• Deputize for the GM in their absence and assume responsibilities as needed.
• Maintain on-the-job training as per the training plan.
• Process guest check-in/check-out per standards and ensure total guest satisfaction.
• Follow up on all guest requests.
• Adhere to hotel credit and cashiering policies.
• Handle guest complaints per procedures.
• Be familiar with emergency procedures.
• Know local area, restaurants and attractions.
• Support junior department staff with on-the-job training as required.
• Supervise Front Desk Guest Service Agents to ensure standards are met.
• Select and change room assignments appropriately as required.
• Ensure accuracy of all guest payments and credit card information.
• Attend managers wine and cheese reception.
• Ensure departmental supplies are ordered and stocked per procedures.

Job description

Greenwich Hospitality Group in Connecticut seeks a Front Office Manager/MOD to lead the Front Office and Front Service teams, report to the General Manager, and uphold hotel standards.

You will manage guest check-in/out, room assignments, guest requests, training, budgeting, scheduling, and cross-department coordination to maximize guest satisfaction and occupancy.

This role requires hands-on leadership, impeccable customer service, and the ability to deputize for the GM when needed.