Front Office Manager Jobs

We believe in enriching lives one experience at a time. More than a slogan, we empower our employees to make positive impacts on the communities in which we live and work. By providing genuine service we build relationships with our guests and value for our shareholders, and we create unforgettable experiences.We are looking for independent thinkers. Those who harness their entrepreneurial spirit so that it breaks preconceived notions. We’re not afraid to forge our own path. After all, it’s what industry leaders do. That’s why we welcome risk takers and creative spirits alike. No matter your daily role, Sage recognizes that your success is about more than the work you do—it’s really about who you are, which is why we invest in your personal and professional growth. Join our team!

Respond in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to inquiries regarding hotel information and guest concerns. Supervise the daily operations of the Guest Services personnel; promoting a safe environment and quality services to achieve maximum guest satisfaction and financial success.

• Maintain good guest relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
• Control cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.
• Perform other duties as assigned, requested or deemed necessary by management.
• Provide weekly schedule for all Front Office Associates, posted by 3pm on Friday.
• Ensures the entire front desk team regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Responsible for covering/finding replacements for call-offs.
• Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts ensuring the guests are satisfied.
• Participates in Hotel MOD program
• Courteously answers inquiries and accepts reservations by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room rates, increase occupancy and revenue.
• Provide guest transportation as required by hotel’s standard operating procedures.
• Ensure proper communication to subordinates on all hotel activities in a way that insures that guest needs are being met in a timely fashion.
• Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up to provide guests with timely and efficient service.
• Order all supplies and maintain inventory control minimizing unnecessary expenses.
• Follow-up on any complaints or problems a guest may experience in a timely and professional fashion to ensure a quality guest experience.
• Ensure the front desk is represented at each Safety Committee Meeting.
• Maintain a friendly, cheerful and courteous demeanor at all times.
• Ensures all new hires are aware of all aspects of the hotel.
• Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.
• Provide information and assist staff in recommending area restaurants, theaters, community events, activities, etc., to ensure optimum guest satisfaction.
• Assist and make recommendations to the Assistant General Manager in the areas of conducting performance evaluations, discipline and terminations as appropriate.
• Ensure all associates are properly trained on Fosse along with all other systems/procedures that will help them provide our guests with quality service. Make sure all Front Desk Associates are SSM trained.
• Provide assistance to other employees and departments to contribute to the best overall performance of the department and hotel.
• Greet guests, offer assistance with check-in/check-out, deliver laundry and store luggage.
• Ensure all Front Office Associate duties are completed daily (checklists, call back log, guest request log, wake-up log, etc…)
• Implement emergency training and procedures to ensure appropriate protection of the hotel’s guests, staff and company assets.
• Coordinate guest service efforts to include group arrivals and departures, and guest transportation, while maximizing the guest experience through top quality customer service.
• Provide motivation to the department.
• Coordinate and supervise the activities and foster good relations with our valet service, taxi services, and the Airport Connection to provide the maximum level of quality service.

Education/Formal Training

High School diploma or equivalent

Experience

Minimum two years previous experience as a front desk supervisor or minimum of four years front office experience in hotel work.

Knowledge/Skills

• Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
• Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.
• Must have high school graduate level mathematical aptitude; know standard cash handling procedures and knowledge of computerized cash register systems.
• Requires working knowledge of guest services and hotel services, policies or operations. Working knowledge is generally learned on-the-job.
• Excellent comprehension and literacy required to review correspondence, initiate reports, conduct training, etc.
• Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
• Must be fluent in oral and written English.
• Must have total understanding of all hotel front office procedures.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to read written forms of communication and monochrome computer screen.
• Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing.
• Must be able to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.
• Mobility - must be able to reach all areas of hotel to assist clients. Occasional standing. Occasional carrying and lifting of files and office items up to 25 lbs.
• 90% of shift is standing, Bending/kneeling - repeated bending and kneeling required while filing.

Environment

• Prolonged standing at indoor, thermostatically climate-controlled workstation.
• Work inside 95%Material/Equipment Used

▪Medical, dental, & vision insurance

▪Health savings and flexible spending accounts

▪Basic Life and AD&D insurance

▪Paid time off for vacation, sick time, and holidays

▪Eligible to participate in the Company’s 401(k) program with employer matching

▪Employee Assistance Program

▪Tuition Reimbursement

▪Great discounts on Hotels, Restaurants, and much more

▪Eligible to participate in the Employee Referral Bonus Program. Up to $1,000 per referral