Job description

The Front Office Manager is responsible for directing and administering Front Office operations in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Customer service is significant to this position in the hospitality business and the manner used is important to both the customer and team members. Supporting the General Manager in the overall success of the hotel by meeting or exceeding planned objectives in an effort to maintain maximum occupancy, revenue, efficiency and accuracy. Ensure superior service is provided to all guests and product quality standards are met.

• Manage all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, group blocks, product quality, cost controls and overall profitability, marketing initiatives, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation
• Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations as well as delivering recognition and reward
• Supervises the activities of the breakfast room attendant, front desk, engaged in all types of the hotel operations.
• Monitor and assess service and satisfaction trends, evaluate and address issues and make improvements accordingly
• Ensure compliance with Company standards
• Meet and greet guests and respond to guest inquiries, requests, and issues in a timely, friendly and efficient manner and resolves guest concerns
• Initiate and implement up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
• Complete audit procedures, as needed
• Analyze and solve problems.
• Focus on the guest and team member needs while always remaining calm and courteous.
• Prioritize, organize and follow up, focus attention on details.
• Ensure security and confidentiality of guest and hotel information.
• Ensure security of guest room access.
• Work cohesively with other departments and co-workers as part of a team.
• Focus attention on details by doing daily rounds of the guest rooms and public areas.
• Ensure that all special guest needs and expectations are met and exceeded.

Work Experience and skills:

• 1+ year of supervisory experience, preferably in a hotel front office
• 1+ years hotel experience
• Proficiency in using a computer, including the ability to easily navigate multiple screens, talk and type at the same time, and troubleshoot basic computer issues
• Flexible to work a schedule to include nights, weekends and holidays
• Able to work a full shift (8 hours) walking/standing with or without reasonable accommodation

Job Type: Full-time

Pay: From $20.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Night shift
• On call
• Weekend availability

Ability to commute/relocate:

• Springfield, MA 01104: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel experience: 1 year (Preferred)
• Customer service: 2 years (Preferred)
• Supervising: 1 year (Preferred)

Language:

• Spanish (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Work Location: In person

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