Job Summary:

The Front Office Manager acts as the face of Colton House Hotel and is responsible for ensuring exceptional guest services from the moment someone walks through the door.The Front Office Manager is responsible for front-of-house teams and will lead and manage all aspects of the Front Desk and Security departments to ensure SOPs are consistently followed. This position ensures all guests have a comfortable and enjoyable stay by effectively leading, coaching, motivating, and training both teams. Excellent communication skills are required to hire, train, and supervise Hotel Front Desk and Security staff, and interact with guests during check-in and throughout their stay. Additional tasks include mitigating hotel guest complaints, compiling occupancy reports and financial information. This is a supervisory role overseeing Front Desk and Security operations. The Front Office Manager reports to the GM and works with all departments in managing the guest service experience as a whole and our Hotel’s image by answering guest requests and making sure all visitors receive the ultimate in guest satisfaction.

Duties and responsibilities include but are not limited to the following:

• Maintain a professional image and approach that exudes confidence while implementing safe and efficient hotel operations while interacting with guests, employees and vendors both in person and over the phone.
• Deliver on the promise of Colton House Hotel in all interactions with guests and clients according to the Standards of Excellence. Handle guest complaints and concerns and react quickly, including follow-up.
• Lead by example and manage all aspects of the Front Desk and Security teams to ensure all service standards are followed in an efficient manner. Motivate team members and support them in their roles.
• Implement departmental objectives, budgets, policies, procedures and strategies.
• Front Desk - train, support, and manage the team to serve as a guest information source and train in upselling techniques and act as ambassadors of the Hotel.
• Direct operations at the Front Desk and ensure guest service meets our high standards for guest satisfaction
• Supervise staff and all Front Desk activities including bookings, appointments, phone calls, and emails
• Schedule FD employees based on occupancy levels and our events schedule, ensuring all FD shifts are covered.
• Teach concierge responsibilities in order to elevate the guest experience.
• Oversee inventory and ordering of supplies for Front Desk retail items and office supplies and equipment
• Ensue the Front Desk and reception area are kept clean and organized
• Create and maintain Front Desk and Security SOPs as business needs change and ensure they are followed at all times and uphold company policies.
• Recruit, hire, train, and supervise Front Desk and Security employees, ensuring they provide excellent guest services and enforce Hotel policies.
• Ongoing coaching and training of Front Desk and Security staff to ensure all SOPs are being followed and kept current on best practices
• Safety - train, monitor, and verify that all Front Desk and Security employees are following and adhering to all safety and security protocols. Report needed repairs or unsafe conditions to the Maintenance Department and General Manager.
• Conduct performance reviews of Front Desk and Security staff
• Dress code - ensure team members adhere to the dress code for their scheduled shift.
• Compile occupancy reports and financial information for the General Manager and Team Revenue
• Manage budgets, records, and contracts
• Generate reports and feedback for presentation to the General Manager
• Complete projects in a timely manner as required by the General Manager.
• Be able to participate proficiently in functions outside one's department when called upon.
• Room Inspections - participates in Room Inspections.
• Confidentiality - always maintain confidentiality concerning management or business information that is not available to non-management employees or outsiders.
• Accountability – teach Colton House Hotel standards and regulations to encourage safe and efficient hotel operations and hold all employees accountable.
• Minimize waste of supplies and amenities within all areas of Front Desk and Security.
• Handle all lost-and-found items according to established procedures and guidelines.
• Perform administrative duties such as filing and updating records
• Other duties assigned as needed

Qualifications/Skills:

• High school diploma or GED required
• A minimum of 2 years of experience as a Front Desk Manager or similar role
• Familiarity with hospitality management software systems for reservations, inventory control, and reporting.
• Ability to handle challenging situations with tact, diplomacy, and professionalism.
• Strong organizational skills with attention to detail.
• Trust - understand the importance of confidentiality and emotional intelligence in earning and maintaining employee trust.
• Good understanding of hotel procedures, practices, and relevant laws in the hospitality industry
• Excellent written and verbal communication skills required
• Strong organizational and time-management skills
• Good leadership and training abilities
• Excellent problem-solving and multitasking skills
• Ability to understand and interpret budgets, records, and contracts
• Ability to compile occupancy reports and financial information
• Frequent standing, bending, climbing, kneeling, and moving about the facility.
• Carrying, lifting, or pulling items weighing up to 50 pounds.
• Available to work days, nights, weekends, and holidays based on business needs.

Colton House Hotel is an Equal Opportunity Employer.

Job Type: Full-time

Pay: From $50,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Nights as needed
• Weekends as needed

Work setting:

• In-person

Application Question(s):

• What is your definition of hospitality?
• What languages do you speak at least conversationally?

Education:

• High school or equivalent (Required)

Experience:

• Front desk management: 2 years (Required)

Ability to Relocate:

• Austin, TX 78704: Relocate before starting work (Required)

Work Location: In person