Front Office Manager

[{{ $ctrl._job.status.name | translate}}] Front Office Manager
Hyatt House Fort Lauderdale Airport & Cruise Port

Posted

Job description

Description

Description

Ambassador, trainer and leader for the Front Desk Operations!

Front Office Manager 

The Front Office Manager ensures that hotel guests receive hospitable and responsive service at check-in, during the stay, and upon departure, ensuring guest satisfaction and loyalty. The Lead or Supervisor schedules, trains and coaches Front Desk Team members in handling financial transactions accurately and in maintenance of required systems and records.

Core Responsibilities Include:

  • Accurate and hospitable handling of guest reservation, check-in, check-out, payment, including credit card and cash handling procedures
  • Proficient administration of the hotel''s electronic reservation system
  • Prompt, friendly response to guest requests or concerns with follow-up to ensure satisfaction
  • Compliance with hotel safety programs and procedures, including emergency and security systems
  • Ensures that all required documentation (daily reports, checklists, etc.) are completed in a timely manner
  • Ensures that new team members receive training in appropriate brand standards and in hotel procedures
Requirements

• Executes guest reservation, check-in, check-out, payment and service procedures as outlined in brand training materials and in compliance with brand quality assurance standards

• Is proficient in administration of applicable property management system

• Ensures guests'' requests are met to the extent possible within the hotel’s operating framework. Ensures guest complaints within Team Member’s control are promptly addressed

• Complies with uniform, identification, dress and grooming standards

• Maintains a friendly and hospitable attitude with guests and coworkers

• Maintains presence at desk during all hours of operation and communicates effectively with individuals inside and outside the facility

• Acquires and maintains knowledge of local attractions and amenities in order to provide service to guests needing such information

• Ensures front desk and office (including files) are maintained in clean and organized manner

• Ensures collections, including credit card and direct bill, are executed in accordance with Company policies

• Ensures reservations are accepted according to Company and brand policies.

• Quotes daily rates properly and issues credits in accordance with Company philosophy, using good judgment

• Maintains proper control over keys, safe deposits, and all Company and guest property and confidential information

• Ensures rates are optimized by monitoring competitor occupancy and rates. • Ensures that occupancy is maximized

• Ensures that all required documentation (daily reports, checklists, etc.) are completed in a timely manner

• Ensures that new team members receive training in appropriate brand standards and in hotel procedures

• Coaches front desk team members in continuous improvement of guest service and sales

• Schedules team members for work, ensuring coverage of front desk according to plan

• Responds quickly and appropriately to emergency situations

Requirements

See description

Job type
Full-time
Location
Dania Beach, FL, United States
Department
Front Office reception
Starting in
As soon as possible

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