Guest Experience Lead, Front Office Operations

Mr C. Hotels; Indianapolis (IN); On-site; USD 42,000 - 58,000; Full time

Benefits offered by this job

Free Downtown Parking

Free Meal daily

Full Benefits Packing including 401(k)

PTO

Job summary

Sheraton Indianapolis City Centre is seeking an Assistant Front Office Manager to lead the front desk team in delivering exceptional guest service. You will manage staffing, train associates, and supervise daily operations to ensure smooth check-in/out and guest satisfaction in a dynamic hotel environment.

Responsibilities include supervising front desk staff, resolving guest issues, operating MICROS, coordinating with housekeeping and engineering, and assisting the General Manager with special

Qualifications

• Proven customer service and problem solving experience
• Regular attendance according to established guidelines
• May be required to work varying schedules to reflect the business needs of the property
• Ability to work in a standard office environment

Responsibilities

• Anticipate guest needs, respond promptly and acknowledge all guests, maintaining positive guest relations at all times.
• Greet and communicate cordially with guests, promptly and professionally checking them in and out of the hotel.
• Ensure proper staffing levels of front office associates, including interviewing, hiring, supervising, training and scheduling front desk agents, front office supervisors, guest service aides/bell staff, concierge staff and PBX operators.
• Have complete understanding of Front Office staff's job descriptions and duties and be able to perform duties at any given time.
• Resolve guest complaints, ensuring guest satisfaction in each interaction. Manage guest resolution process to include investigation of situation and creative problem solving to ensure guest is satisfied with outcome.
• Accurately manage and operate the MICROS system at the front office, including all daily transactions and those which are not performed often.
• Communicate with Housekeeping and Engineering Departments regarding guest rooms, requests and maintenance requests/needs.
• Assist the General Manager by handling special requests, group blocking and unusual circumstances.

Job description

Sheraton Indianapolis City Centre is seeking an Assistant Front Office Manager to lead the front desk team in delivering exceptional guest service. You will manage staffing, train associates, and supervise daily operations to ensure smooth check-in/out and guest satisfaction in a dynamic hotel environment.

Responsibilities include supervising front desk staff, resolving guest issues, operating MICROS, coordinating with housekeeping and engineering, and assisting the General Manager with special