FRONT OFFICE MANAGER

At Meliá we are all VIP 

Great professionals who make everyday life easier and exceptional. From the junior to the most senior, all of them have unique and important qualities that make working at Meliá an opportunity for constant growth and a passport to create your future wherever you want. Our warmth, proximity and passion for what we do make working at Meliá an unforgettable experience, full of emotional moments and always with the feeling that you belong to a big family where we have people like you, VIP People. 

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of disability, race, religion, age, or any other basis protected under federal, state, or local laws. We believe that diversity and inclusion among our teammates are critical to our success as a global company. 

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REPORTS TO: Director of Front Office 

DEPARTMENT: Front Office

POSITION SUMMARY: The Front Office Manger provides supervision and leadership in the Front Office in accordance with the objectives, performance and quality standards established by the hotel. The Manager must possess exceptional guest service skills and prior supervisory experience in a hotel with similar standards. Key responsibilities include, but are not limited to: overseeing all areas of the hotel with a focus on the Front Desk, Guest Services, Bell/Door Staff, and Valet.

RESPONSIBILITIES (include but are not limited to):

• Provides an issue free work environment through motivation, support, empowerment and development for all personnel.

• Proactively strives to build positive working relationships through teamwork and clear communication.

• Maintain department operating procedures managing all Team Members on the Overnight shift.

• Knowledgeable of all selling rates, room types, and outlet operating hours for the property.

• Follows all hotel specific standards and procedures.

• Respond in courteous, professional and rapid manner in order to resolve all guest and team member difficulties.

• Uses Financial Accountability when awarding compensation for guest service resolution.

• Ensures all special requests and VIP's are handled precisely and proficiently.

• Verify staff scheduling is adequate towards business needs.

• Process all guests’ disputes and claims.

• Ensure team members are wearing proper uniforms and grooming standards are followed.

• Supervise Front Office team regarding closing paper work and money drops.

• Assist in training, developing, counseling, and disciplining staff.

• Track attendance and tardiness of the staff during their shift.

• Coordinate Front Office activities with other departments for all VIPs.

• Work closely with Housekeeping Operations to control out-of-orders and discrepant rooms.

• Maintain proper credit and cash bank procedures.

• Control room inventory to achieve maximum sell out at maximum rate.

• Perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.

• Assist Director of Front Office in report preparation. Manage office paper-flow, advanced deposits, faxes, mail, etc.

• Prepares and ensures accuracy on the daily reports, Guest Incident Log and Pass on Reports.

• Maintains guest safety and is able to handle emergency situations, as well as emergency evacuations.

• Reviews Pass-on log and Security log for any unresolved problems which need action and updates accordingly and communicates information to the appropriate people.

• Ensures associates understand Hotel/Brand commitment to guest service and observes standards of conduct, rules, fire regulations, and department policies.

• Ensures all associates have completed their work prior to the end of the work shift, including checklists, cash drops, etc.

• Pre-Shifts arriving associates on daily information and any special instructions prior to the start of their shift.

• Prepares and participates in Coaching/Counseling process (Disciplinary Action) process for associates.

• Performs the function of “manager on duty” and is the first point of contact for any issues that may arise during scheduled shift.

• Continuously evaluates the work performance of Front Office Staff and provides ongoing coaching and counseling.

• Promotes growth and development of associates by providing on-going training.

• Assists in fire safety program or acts as fire safety director as required.

• Interacts with hotel and corporate management as necessary.

• Performs other duties as assigned by Senior Management.

• Fills in at front desk during peak check-in and check-out periods or as required.

QUALIFICATIONS (to do this kind of work, you must possess/be able to):

• High School Diploma or equivalent required. College Degree preferred.

• Must be legally authorized to work in the United States.

• Three years of hospitality operations experience with a minimum of two years experience in a managerial role within the hospitality industry.

• Ability to multi-task, prioritize and work in a fast paced environment.

• Ability to create, implement and analyze manual and automated reports.

• Comprehensive knowledge of personal computers and various property specific applications, such as Opera Cloud, Word, Excel, Outlook, Internet, HMobile.

• Strong oral and written communication, decision-making, organization and leadership skills.

• Ability to perform effectively under high pressure/volume, self-motivated, high energy and enthusiastic.

• Proven team leader or displays high leadership potential with a high level of energy and motivation.

• Results oriented with an emphasis on both individual and team accountability.

• Fire Safety Directory Certification preferred.

• Must be available to work the overnight shift at least 5 days per week. Must be flexible to work mornings, evenings, weekends, overnight and/or holidays when required.

MINIMUM REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and EXPERIENCE: Prior experience required. High School Diploma or equivalent required. Bachelor Degree preferred.

LANGUAGE SKILLS: Ability to read, write, and verbally communicate effectively and professionally with other business departments, guests, and vendors. Ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of professionalism.

MATH and LOGICAL SKILLS: Requires mathematical development sufficient to be able to: Deal with system of real numbers. Apply fractions, percentages, ratio and proportion. Ability to determine time, place and sequence of operations or action to be taken on the basis of analysis of data; executing determination and/or reporting on events.

PHYSICAL DEMANDS: While performing the duties of this job, the employee is regularly required to stand, walk, and talk or hear. The employee frequently is required to use hands and fingers to handle, or feel objects and the telephone. The employee is required to use body members, hand tools, and/or special devices to work, move, or carry objects or materials. The employee must regularly lift and/or move up to 10-25 pounds and frequently lift and/or move up to 50 pounds. Requires walking, standing and/or sitting; and to a significant degree, reaching, handling, feeling, talking, hearing, seeing.

 SALARY: This is a salary position which pays $58,500 per year

(Please note: management reserves the right to change, modify, and/or alter any of the duties listed above to meet business demands.)