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Front Office Manager

Springhill Suites Cincinnati Airport • Florence, KY

Posted 25 days ago

Job Snapshot

Full-Time
$12.00 - $15.00 /Hour
Hotel - Resort
Hospitality - Hotel
25

Applicants

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Job Description

SUMMARY: The Front Office Manager is primarily responsible for handling all guest interactions and going above and beyond to exceed guest requests.  S/he often provides the first point of contact for guests and is responsible for creating an excellent first impression.  S/he is responsible for all Front Office Associates duties as well as; scheduling, inventories, training new staff to resort standards, resolving customer challenges, and aiding in all departments.

The Front Office Manager shall strive to provide exceptional service to both internal and external guests at all times.

ESSENTIAL JOB FUNCTIONS:

  • Assigns duties and shifts to workers and observes performances to ensure adherence to hotel policies and established operating procedures.
  • Ensures complete guest satisfaction.
  • Supports and encourages a teamwork environment.
  • Communicates with managers on a consistent basis.
  • Follows up on guest complaints and responds to guest comments through the brand.
  • Schedules to ensure proper coverage at peak times, and monitors hours closely during slower times to control labor costs.
  • Ensures team members are in proper uniform with nametag.
  • Ensures proper cash handling procedures are in place and that team members are trained properly on this.
  • Cooperates with other department heads to ensure coordination of hotel activities.
  • Answers inquiries pertaining to hotel policies and services.
  • Greets VIP guests.
  • Patrols public areas and investigates disturbances.
  • Checks and controls room reservations, front office systems, and supplies inventory.
  • Communicates with guests and employees both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work.
  • Must be able to work all shifts.
  • Enforces established policies and procedures for Keystone Hotel Group and the hotel’s brand.
  • May be required to work a varying schedule.
  • Assists in check-in / check-out of guests or any related guest service activity.
  • Perform room inspections which requires bending, stooping, reaching overhead and moving throughout guest floors.
  • Able to assist in Housekeeping for opening and closing procedures.
  • Monitors Guest Scores.
  • Ensures the hotel's Breakfast Program is in place and to brand standard.
  • Monitors inventories for breakfast area as well as the hotel market.
  • Provides assistance in the all operational areas of the hotel on an as needed basis.
  • Responsible for following instructions and performing work as assigned by immediate supervisor.

Associate is held accountable for all duties of this job and other duties as assigned.

EXPERIENCE & EDUCATION:

  • High school diploma or equivalent

  • Prior hospitality experience required

  • Any combination of education and experience equivalent to graduation from high school or any other combination of training or experience that provides the required knowledge, skills and abilities.

  • Previous experience with Windows, Office, and Opera or similar property management system.

Job Requirements

JOB REQUIRMENTS:

    • Must be a United States citizen or possess a valid work permit

    • Must have excellent phone etiquette and strong computer skills

    • Must be able to read, write, and speak English

    • Must be able to work well under pressure

    • Must be able to accurately follow instructions, both verbally and written

    • Must be highly detailed orientated

    • Must be able to work in a fast paced environment

    • Must have excellent listening skills

    • Must be professional in appearance and demeanor

    • Must always ensure a teamwork environment

    • Ability to work a flexible schedule that may include evenings, weekends and holidays

    • Must have the ability to deal effectively and interact well with the guests and associates

    • Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner

    • Must have a passion for creating an exceptional experience for all guests

    • Must have excellent guest and associate relations skills. Skilled in problem solving by identifying the problem and working through it.

  • Possess strong leadership, motivational, organizational and verbal communication skills.
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