Front Office Manager

Job Type Full-timeDescriptionArbor Lodging is a leading hotel investment and management company with a growing portfolio of hotels throughout the United States, Mexico, and the Caribbean. We have been entrusted by numerous partners and are approved managers for Marriott, Hilton, Hyatt, and IHG. Our service ethos is proactive and holistic, fostering an environment where guests feel truly welcomed and supported at every interaction. Our culture is people-focused, data-driven, and results-oriented.Summary:The Front Office Manager (FOM) is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk and is the lead Front Desk support for the General Manager. The main focus of the role is the training, supervising, and scheduling of the front desk team. This role also assists the General Manager with the accounting and human resources functions of the Front Office. The FOM serves as the lead point person with regard to the Front Desk technology systems and in-house guest marketing initiatives. The FOM also represents the hotel with all guests in absence of the General Manager. Will also function as a Guest Service Agent.Duties & Responsibilities:Ensure all staff is properly trained on all front desk operations, hotel facilities and services, local directions and safety and emergency procedures. Ensure all staff has the supplies needed to effectively carry out their job functionsSupervise the front desk and reservation functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest informationResponsible for the supervision of the security of cash, credit card transactions, and guest informationSupervise the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing. Work with the hotel's property management system to maximize revenue through occupancy and rate adjustments based on market conditionsEstablish effective Front Desk communication and information system through logs, department meetings, and one-on-one interaction with the staffEnsure guest special requests are fulfilled and proper delivery of guest services is delivered.Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional mannerPromote teamwork and quality service through daily communication and coordination with other shifts and departmental managementRegister guests, issue room keys, provide information on hotel services and room location. Answer phones in a prompt and courteous mannerSupervising the accurate processing all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposits, and countingsecuring assigned cash bank(s)Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-upRegularly sell hotel rooms through direct client contactEnsure all shifts are adequately staffed and arranges coverage of shifts should an absence occurEnsure compliance with federal, state and local laws regarding health, safety, and alcohol servicesPerform other duties as assigned RequirementsQualifications:High School diploma or equivalent requiredTwo years of previous hotel front desk experience requiredFOSSE certification highly desirableAbility to speak, read, and write fluent English, other languages beneficialProfessional verbal and written communication skillsMathematical skills, including basic math, budgeting, profitloss concepts, percentages, and variances preferredProblem solving, reasoning, motivating, organizational and training abilities preferredExperience with Microsoft Office and FOSSE systems requiredFrequently standing up, bending, climbing, kneeling, and moving about the facilityCarrying, lifting or pulling items weighing up to 50 poundsFrequently handling objects and equipmentWill be required to work mornings, evenings, weekends, and holidaysBenefits:Competitive salaryAnnual review with increase potential401k program with company matchAdditional benefits may be availableArbor's Guiding Principles:Arbor Lodging focuses on Five Guiding Principles to foster a culture where growth, development, and progression thrive within the properties:Do the Right Thing - Operate and act with integrity in all you do even when it is not convenient.Lead with Heart - Be kind, passionate and hospitable.Be Accountable - Take ownership and deliver results.Aim Higher - Go above and beyond to exceed expectations and pursue thoughtful change.Celebrate Differences - Embrace diversity, respect individual opinions and ideas.Arbor Lodging Management provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Arbor Lodging Management complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Salary Description $23.00-$25.00

Created: 2025-02-17