Front Office & Sales Leader — Guest Experience

Lodge On The Desert; Tucson (AZ); Presencial; USD 52.000 - 72.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Accident and critical medical supplmen

Employee hotel room discount

Paid time off

Descripción de la vacante

Lodge on the Desert in Tucson, AZ, seeks a Front Office Manager to lead the front office and sales activities, ensuring smooth daily operations and exceptional guest service. This hands-on role supports the General Manager and coordinates team efforts to deliver memorable stays.

Responsibilities include managing inquiries, optimizing room revenue, loading negotiated rates, handling reservations, and supervising front desk staff.

Formación

• Associate degree or equivalent from a two-year college or technical school, or six months to one year of related experience or training.
• Strong leadership, communication, and customer service skills, with the ability to guide team members and respond professionally to guest concerns.
• Detail-oriented with strong planning and organizational abilities, including the ability to manage multiple requests and maintain accurate records.
• Computer proficiency and accounting knowledge relevant to hotel reservations, charges, invoices, and front office operations.
• Alcohol awareness certification and other certifications required for the position.

Responsabilidades

• Manage and coordinate all sales inquiries within the designated 21-day window, maintaining accurate details and working with the sales team to ensure appropriate follow-up.
• Optimize room rental charges to maximize revenue, using hotel pricing guidelines and considering room availability, demand, and guest needs.
• Field sales inquiries and incoming calls, gather relevant information, and direct requests to the appropriate Sales Managers.
• Load corporate negotiated rates into the hotel system, verify accuracy, and maintain current records of rates and related account information.
• Handle rooming lists, reservation requests, and reservation changes, ensuring all information is accurate, complete, and processed on time.
• Manage group room blocks, including blocking rooms according to client requests, establishing group billing routing, and monitoring room pickup numbers.
• Prepare and distribute group welcome letters, communicate VIP requests, and coordinate wedding amenities with the appropriate hotel departments.
• Process Hilton Honors points for Sales Managers and maintain the supporting information needed for accurate processing.
• Respond professionally to guest inquiries and concerns, take ownership of service issues, and follow through to support guest satisfaction.
• Use suggestive selling techniques to promote suitable room options and hotel offerings, helping maximize room occupancy and revenue.
• Supervise front office team members to ensure efficient, smooth operations and consistent adherence to hotel service standards and procedures.
• Train and direct front desk team members, provide ongoing guidance, and resolve team or operational issues to support effective performance.
• Ensure hotel charges and invoices are processed accurately, review discrepancies, and coordinate corrections with the appropriate department.
• Correspond with group contacts and travel agents regarding special requests, reservation details, and arrangements that affect the guest experience.
• Maintain strong working relationships with other hotel departments and communicate information needed for coordinated service delivery.
• Update the front office and hotel logbooks, review entries, and take appropriate action on outstanding requests, issues, and follow-up items.
• Provide outstanding customer care and maintain a friendly, approachable, and professional demeanor with guests, colleagues, and business partners.

Conocimientos

Leadership

Communication

Customer service

Team management

Detail-oriented

Planning & organization

Computer proficiency

Accounting knowledge

Educación

Associate degree or equivalent (2-year college) or 6 months - 1 year related experience

Herramientas

Hotel reservations software

Accounting software

Descripción del empleo

Lodge on the Desert in Tucson, AZ, seeks a Front Office Manager to lead the front office and sales activities, ensuring smooth daily operations and exceptional guest service. This hands-on role supports the General Manager and coordinates team efforts to deliver memorable stays.

Responsibilities include managing inquiries, optimizing room revenue, loading negotiated rates, handling reservations, and supervising front desk staff.