Overnight Front Office Manager

Employment Type

: Full-Time

Industry

: Retail



Coordinates the exceptionally professional and seamless guest welcome and registration

Maintains proper Front Office staffing levels based on arrival and departure figures

Completely familiar with all hotel facilities, room types and operating hours

Coordinates pre-blocking of rooms for arriving guests with special requests

Assists Front Office Agents in satisfying guest requests and resolving guest complaints

Ensures the prompt satisfaction of guest requests and the exceptionally professional resolution of guest complaints

Oversees and ensures completion of room changes

Coordinates with Room Service to ensure accurate and timely amenity deliveries

Ensures the review of Special Reports on a daily basis for all arriving guests ensuring appropriate pre-blocking of rooms and the coordination of special services to be provided

Ensures that accurate and up to date information is provided to Front Office staff regarding hotel operating hours, groups in house, and travel directions

Manages the pre-registration and remote arrival of all group guests

Coordinates the assembly of package collaterals for package guests

Oversees pre-registration of VIP guests

Ensures communication of VIP arrival to MOD for welcome and escort to room

Maximizes hotel occupancy from walk-in guests in accordance with hotel yield management policies

Resolves room status discrepancies with the Housekeeping Department

Monitors hotel credit limit reports, taking action on any accounts requiring immediate settlement

Monitors the daily pace of guest arrivals and departures

Checks the status of all Out-of-Order rooms on a daily basis

Maintains adherence to all Guest Services key control and security procedures

Ensures provision of Hotel Survey cards during checkout

Assists Front Office Agents, as needed, in completing daily bank out and drop

Ensures compliance with hotel cashiering procedures, policies and standards

Ensures adherence to department procedures and all Grand Beach Hotel guidelines, policies, procedures and Grand Service Standards

Evaluates changes in guest needs, the hotels guest mix, and industry and competitive trends to recommend appropriate product/service and operational changes to be made to ensure guest and Team Member satisfaction, and to maintain market dominance and exceptional financial returns

Trained and skilled to perform all Front Desk Agent functions as needed based on operational demands

Monitors the performance of Front Office Agents

Coordinates the distribution of hotel information to Front Office/Rooms Control personnel and the maintenance of all Guest Services logs

Maintains proper stock of supplies for Front Office Agents

Maintains a good working relationship with all hotel departments

Prepares reports as required

Other duties as assigned

1.Minimum three years Front Office or Guest Services experience

2.Minimum two years Front Office or Guest Services supervisory or management experience

3.Working Knowledge of Opera Reservation System

4.Extensive knowledge of all hotel departments

5.Excellent communication skills both oral and written

6.Excellent guest service skills

7.Strong leadership skills

8.Ability to work flexible schedules to include weekends and holidays


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