Front Office Manager - Embassy Suites by Hilton Orlando LBV South

We are currently accepting applications for an energetic, experienced Front Office Manager to join the team here at Embassy Suites Orlando Lake Buena Vista South. Our award-winning property is 300 suites with 40,000 sq. ft. of meeting, pre-function, and event space. We have a well-tenured management team, which runs this very busy hotel and convention center in an exceptional manner with high standards, expectations, and strong results orientation.

Scope of Position

The Front Office Manager is responsible for all front office functions and staff at Embassy Suites Lake Buena Vista South. As a department head, directs and works with managers and associates to successfully execute all front office operations, including guest arrivals and departure procedures. In addition, works to establish a safe and secure environment for all guests and associates. Strives to continually improve guest and associate satisfaction and maximize the financial performance of the department.

Position Requirements

• Minimum 2 years of progressive management experience in a hotel preferred.
• Previous Front Office experience in a hotel required.
• Possess outstanding guest services skills and leadership capability.
• Detail oriented with outstanding organizational and communication skills.
• Able to handle a multitude of tasks in an ever-changing environment.
• Effective at listening to, understanding, clarifying, and responding to the concerns raised by guests and members.

Primary Responsibilities

• To look after the well-being of every guest and take personal responsibility in solving guest’s problems, to ensure a memorable experience.
• Review the daily function sheet – become aware of all functions taking place in the hotel.
• Review all arrivals. Check for duplicates. Ensure that all special requests and VIPs are pre-blocked.
• Make certain that an accurate count is maintained at the Front Desk at all times and assist in the control of room sales, particularly on sold-out nights.
• Complete any assigned special projects.
• Assist with any heavy check-ins and checkouts to make certain that guests are not kept waiting.
• Always be available at the Front Desk and step in whenever needed.
• Controls lunch and break schedules.
• Make certain cashiers are balancing out properly.
• Ensure all emergency reports are run on a timely basis.
• Maintain proper professional etiquette and established grooming standards.
• Be able to work different shifts and/or functions to accommodate business demands.
• Be composed and courteous in all dealings with the guest.
• Uphold the hospitality standards set by the hotel.
• Follow standard operating procedures and adhere to rules and regulations of the Front Desk and the hotel.
• Ensure all daily checklist duties are completed accurately and in its entirety.
• To keep abreast of daily occupancy, arrivals/departures.
• Maintain and adhere to our company values.

Education

• High school diploma. 
• Prefer a college degree in Administration or Hotel Management. Previous management experience is preferred.       

Skills and Abilities

• Able to communicate in the English language. Second language is a plus.
• Able to work flexible schedules including holidays and weekends and able to perform multiple tasks.
• Experience using software programs such as Microsoft Office (Word, Excel, and Outlook).
• Proficient in OnQ or PEP (or similar program).

Physical Requirements

• On a continuous basis, stand at a desk for long periods of time in front of a computer screen. Also requires walking/reaching and bending throughout shift.
• Must be physically fit to lift, pull, and push items up to 50 pounds.

The statements in this job description are intended to describe the essential nature and level of work being performed.  They are not intended to be ALL responsibilities or qualifications of the job.