What are the responsibilities and job description for the Front Office Manager position at Trademark Collection by Wyndham?
The Front Office Manager is responsible for assisting the General Manager with maintaining the day-to-day operations of the Front Desk to ensure the hotel runs as smoothly and efficiently as possible and embody Lakeside Management’s Mission of "Taking care of our guests, the hotel, and each other". Responsibilities shall include but are not limited to responding and monitoring guest surveys/scores, acting as a communication link between the Front Desk / Night Audit employees and the General Manager, and training new front desk staff on all procedures including the reservation system, cancelations, rate adjusting, etc. The Front Office Manager must posses strong communication skills, be hospitable and demonstrate qualities of both leadership and professionalism.
- Follow Trademark by Wyndham brand standards and assist the General Manager to ensure the hotel Front Desk operation runs smoothly to ensure the highest stay experience of our SouthShore Hotel guests.
- Create an atmosphere of warmth, politeness, and an authentic accommodation process for check-in, check-out, telephone service, reservations, and all in-house questions or needs.
- Develop and maintain a positive and healthy team-oriented Guest Services staff. Helping to demonstrate our vision or taking care of guests, the hotel, and each other.
- Observe Guest Service staff members and ensure their duties are correctly and efficiently completed and that guest complaints are handled in a timely, courteous and professional manner.
- Review the current day's expected arrivals (or following days departures); checking for special requests, Anniversaries/Birthdays/Weddings etc. ensuring that rooms will be ready by 3pm (meaning communicating with all necessary departments), and necessary supplies are available.
- Maintain a cheerful and professional attitude, while having a well-groomed and neat appearance.
- Assist the General Manager and Director of Sales with general administrative tasks as needed to ensure efficient management of hotel operations.
- Cover shifts when needed or when an employee calls-off.
- Work closely with each department and department managers and at times help out when necessary.
- Watching labor costs with scheduling and cutting of shifts.
- Cover any Guest Services/Night Audit shift when needed and offer help in the other departments based on daily needs.
- Attending manager/supervisor meetings and forwarding information on to staff when requested.
- Frequently checking email account daily throughout shifts while responding accordingly and in a timely and professional manner.
- Responding to guest surveys, Trip Advisor, etc. comments in a timely (within 48 hours) and professional manner.
- Maintain knowledge of Wyndham Rewards and ensure staff are able to communicate information properly with guests.
Salary : $20 - $25