Franchised Front Office Manager
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Franchised Front Office Manager

AC Hotel Los Angeles South Bay

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Franchised Front Office Manager

About the job

Thank you for your interest in this position. It is a job opportunity with one of Marriott International’s franchisees.

 

Please apply via email at: victoria.coursen@marriott.com


Additional Information: This hotel is owned and operated by an independent franchisee, Welcome Group, Inc. The franchisee controls all aspects of the hotel’s employment policies and practices, including the selection and hiring process. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International.

 

The Front Office Manager manages staff and day-to-day front desk, PBX, concierge and transportation operations. 


The Front Office Manager manages responsibilities in alignment with senior management, Company policies and procedures, brand standards and local, state and national regulations.  


Responsible for quality service, meeting/exceeding financial and service goals, and managing within approved plans and objectives. Contributes to and recommends budget, capital expenditures, inventory controls, sales and business plans, and short/long term planning.  Reports, investigates and resolves violations to internal controls, policies, procedures, standards and regulations.

 
Responsibilities
  • Proactively manage the Front Office staff by creating a positive environment, where motivated associates want to learn, excel, and create memorable experiences for our guests.
  • Provides excellent guest service by being readily available for all guests.
  • Ensure that associates are attentive, friendly, helpful and courteous to all guests, managers and other associates.
  • Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement.
  • Post and communicate all guest satisfaction results including guest satisfaction forms, comment cards and guest letters.
  • Understands associate and guest satisfaction results and developing game plans to attack need areas and expand on the strengths.
  • Works shifts at the Front Desk as needed.
  • Solicits associate feedback, and reviews associate satisfaction results to identify and address associate problems or concerns.
  • Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.
  • Identifies the developmental needs of others and coaches, mentors, and helps others to improve their knowledge or skills.
  • Provides the leadership, vision and direction to bring together and prioritize the departmental goals in a way that will be efficient and effective.
  • Set the tone and help your Supervisor to lead their talented and innovative teams.
  • Clear the way for them to guide, inspire, transform conflict into effective problem solving, enabling cohesive teams to ensure optimal guest experience and realize business and financial goal achievement.
  • Follow procedures for processing payroll correctly to ensure correct payment of associate paychecks.
  • Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities.
  • Set departmental objectives, work schedules, budgets, policies, and procedures.
  • Assists in performing required annual Quality audit with GM & Director of Operations.
  • Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
  • Actively manage and monitor guest ledger and direct bill accounts by ensuring an effective cash control system is in place and all credit cards and check cashing policies are followed.
  • Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.
  • Ensure that no-show revenue is maximized through consistent and accurate billing.
  • Reviews occupancy flow patterns throughout the day as well as applicable reports to ensure proper department coverage and an outstanding level of service.
  • Takes charge of Groups from a Front Office perspective from pre-event to post-event stage.
  • Communicates critical information from pre- and post-con meetings to the Front Office staff.
  • Communicates with key departments (Housekeeping, Engineering, Food & Beverage, Reservations and Sales and Event Planning) to ensure brilliant guest experience from arrival to departure.
  • Respond to all guests' requests, problems, and concerns presented in person or through comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
  • Prepare and conduct all interviews and follow hiring procedures according to policy. Actively support Human Resources with recruiting efforts.
  • Display a positive, hands on leadership style to attract, retain and motivate the associates; hire, schedule, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communications and address disciplinary situations.
 
Job Requirements
  • Strong communication skills.
  • Desired Qualifications:
  • Five years Hotel Front Desk experience.
  • Two years Hotel Front Desk management experience.
  • FOSSE, GXP System experience a plus.
  • College degree preferred.

 

This company is an equal opportunity employer.

 

 

 

 

frnch1

Closed

Franchised Front Office Manager

El Segundo, CA, United States

Full-time, Indefinite

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