Hotel Front Office Manager

The Crowne Plaza Boston Woburn is currently looking for an experienced Front Office Manager to lead their Front Office team! The Front Office Manager is responsible for the overall operations of the Front Office department to include the front desk agents and night auditors. The Front Office Manager reports to the General Manager and provides high quality guest service while generating maximum revenue for the department.

JOB DUTIES

• Assists with establishing standards, policies and procedures for the Front Office staff.
• Handles guest complaints and requests. Resolve issues in a manner satisfactory to both the guest and the hotel.
• Responsible for responding to social media comments
• Responsible for ordering operating supplies for department including market.
• Work with Sales and Revenue managers regarding guests and groups.
• Attends training seminars to perfect Front Office techniques and procedures and enhance supervisory skills.
• Assists Front Desk Agents with duties when necessary to provide excellent guest service.
• Holds a pre-shift and monthly meeting with staff.
• Be prepared for each daily activity and review any variations with management and staff.
• Assist by working shifts if adequate staff is not available.
• Communicate daily with department managers and MOD and pass on pertinent information.
• Consistently monitor the performance of associates on an on-going basis and provide feedback. Assist to reward, discipline and document associate performance and provide timely counseling. Address associate complaints and resolve problems.
• Assist and handle all administrative work with regard to interviewing, hiring, performance appraisals and terminations of staff.
• Maintain efficiency in the operation of the staff in a high standard of quality of service and courtesy, bringing total satisfaction to our guests and the hotel.
• Prepares and post weekly schedules in accordance to guest needs and staff availability.
• Conduct frequent hospitality audits to ensure the staff are conducting themselves in the manner appropriate for the department. Ensure Service Excellence Standards are in place.
• Assist Housekeeping Department with inspections if necessary
• Prepare and submit accident or injury reports when needed.
• Ensure all guests who experience a problem receive an appropriate response, any promised compensation is delivered, and an appropriate follow up in a timely and professional manner.
• Ensure all associates are safety conscious and trained in safe work practices.
• Have a thorough knowledge of hotel fire regulations and policy, accident reports, safety programs, and what the direct duties are in relation to each; ensure that all associates are properly trained in these.
• Assist in the training all new employees, and ongoing training of existing employees, including cross training for all positions. Use employee training documentation to record all areas of training completed and turn them into Human Resources to be included in the employee file.
• Facilitate departmental training modules; continually monitor, evaluate, and revise training content to reflect changes in the process; address the needs identified by associates.
• Accountable for the financial performance of the department.
• Accountable for departmental, payroll and supply expenses in accordance with budgetary goals.
• Be familiar with the operating procedures of all other areas of the hotel, cooperating fully and in a friendly manner with those areas to assure customer satisfaction.
• Notify management of any pertinent information related to shift activities.
• Determine the requirements for and the follow up on special groups, VIPs, etc.
• Follow supervisor’s instructions and completes other duties as directed or assigned.

.JOB REQUIREMENTS:

• High School Diploma
• Must have at least 2 years of hotel Front Office management experience.
• Must have at least 3 years hotel Front Office experience
• Proficient in Microsoft Office
• Ability to communicate verbally (including telephone contact) with Guests, management and co-workers.
• Able to work flexible schedule including evenings during weekdays and weekends including holidays

Job Type: Full-time

Pay: $66,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $66,000 - $70,000