Front Office Manager

Overview

Springhill Suites Lake Nona Orlando is seeking a highly motivated and experienced Front Office Manager who is responsible for overseeing the day-to-day operations of the hotel office team. The Front Office Manager ensures the efficient guest check-in and check-out processes, handles guest inquiries and requests, and provides exceptional customer service. This role requires strong leadership skills, attention to detail, and the ability to handle guest issues effectively. Flexibility to work varying shifts is needed. 

At CoralTree Hospitality, we're committed to enriching your career and life experiences through unparalleled benefits that support your personal and professional growth. Joining the CoralTree team means gaining access to an exceptional benefits package designed with you in mind. Join us and discover a workplace where your contributions are valued and rewarded every day.

• Explore Freely: Immerse yourself in our Team Member Travel Program, where you'll enjoy complimentary and discounted stays at CoralTree Hospitality properties, allowing you to explore new destinations effortlessly.
• Share the Experience: Enjoy UNLIMITED Friends and Family discounted rates, creating unforgettable memories together.
• Comprehensive Health Coverage: Take charge of your well-being through our pre-tax flexible benefit plan, covering healthcare and dependent care expenses, tailored to your needs. Our comprehensive medical, dental, vision, life, and disability benefits, including pet insurance ensures peace of mind for you, your family, and your furry companions.
• Build for the Future: Plan for tomorrow with our 401(k) plan, complete with a company match, empowering you to build financial security.
• Support When You Need It: Navigate life's challenges with confidence through our Employee Assistance Program, providing support when you need it most.
• Enriched Lifestyle: Enjoy a balanced lifestyle with paid time off and holidays, giving you time to recharge and celebrate with loved ones.
• Exclusive Discounts: Access team member discounts from top industry brands in travel, entertainment, and retail, including Apple, Live Nation, Samsung, Hertz, Sam’s Club and more, making every day a little more extraordinary.

Responsibilities

• Supervise and assist front desk agents in performing their duties, ensuring smooth operations and efficient guest service.
• Coordinate guest check-in and check-out processes, ensuring accuracy in registration, payment and room assignment procedures.
• Handle guest inquiries, requests, and complaints, resolving issues promptly and to the guest’s satisfaction.
• Maintain a guest-centric approach, providing exceptional customer service and ensuring guest needs are met.
• Address guest concerns and complaints professionally, escalating issues as necessary.
• Monitor guest feedback and reviews, identifying areas for improvement and implementing appropriate measures.
• Train and mentor front desk agents, ensuring they have the necessary skills and knowledge to perform their role effectively.
• Provide ongoing coaching and feedback to enhance guest service skills and problem-solving abilities.
• Communicate effectively with other hotel departments to ensure smooth operations and guest satisfaction.
• Coordinate with housekeeping to ensure timely room readiness and cleanliness standards.
• Prepare and maintain front desk reports, including occupancy reports, guest arrival and departure lists, and revenue reports. Finish
• Assist in managing room inventory and reservations,optimizing room occupancy and revenue.
• Foster a positive work environment that promotes teamwork, collaboration, and employee engagement.
• Ensure compliance with all applicable laws, regulations, and hotel policies, including health, safety, and security standards.
• Implement and monitor quality assurance programs to uphold brand standards and deliver a consistent guest experience.
• Assist GM to hold regular briefings and meetings with all heads of departments – daily huddles, weekly management meetings, etc.
• Champion and maintain brand standards. 
• Perform any other duties as assigned.

Qualifications

• High school diploma or equivalent (required); bachelor’s degree in Hospitality Management or a related field (preferred)
• A minimum of three years previous experience in front desk operations or guest services, with supervisory/management experience (required)
• Excellent customer service and communication skills.
• Strong problem-solving skills and ability to handle guest issues effectively.
• Proficient in hotel management systems, property management systems, and relevant software.
• Detail-oriented with strong organizational and multitasking skills.
• Ability to work under pressure and adapt to changing situations.
• Proficient in Microsoft Office and hotel & restaurant software(s)
• Must have a flexible work schedule.

Join us in creating unforgettable experiences for our guests, building vibrant communities, and shaping the future of travel and hospitality in Lake Nona.

This job description in no way states or implies that these are the only duties to be performed for this role. Employees are required to follow other instructions and perform other work-related duties requested by their employer.

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