Front Office Manager

Yes! We are HIRING! Our Homewood Suites by Hilton in Colorado Springs, Colorado is seeking an experienced Front Office Manager to be a core member of the hotel management team.Job Summary: The Front Office Manager directly supervises all front office associates and ensures proper completion of all front office operations to maximize revenues and profits while attaining optimal guest satisfaction. Front office operations include, but not limited to, directing and coordinating activities of the front desk, reservations, guest service, and ensuring proper appearance of lobby and all public areas. The Front Office Manager implements company programs and supervises the daily operations of the front desk to comply with policies and procedures, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to hotel guests. The Front Office Manager also acts as the Manager on Duty when scheduled as such by the General ManagerRequirements:Effective written and verbal communication skillsSelf-starting personality with an even dispositionStrong leadership and team building skillsWilling to "pitch-in" and help associatesKnowledge of front desk operations including guest check-in/check-out policies and procedures and providing excellent guest serviceUnderstanding of room types and rate plansFlexible schedule and attendance are crucial as must be able to work varying shifts and schedules as neededThis position may require physical mobility including, but not limited to, bending, carrying, climbing stairs, reaching or squattingEssential Job Functions:Operational and Financial ManagementPerform administrative duties including reading and writing reports and communicating with shareholders (associates, guests, corporate office, local associations, etc.)Ensure brand standards are being maintained at the Front DeskWork closely with the sales and revenue teams to capitalize on all revenue opportunitiesAggressively, effectively, and continuously manage and update rates on distribution channelsMaintain information on prices, rates, specials, packages, and programs while ensuring all Front Desk associates are trained in these areas as wellEffectively control and manage all front office operational expenses including but, but not limited to, labor, overtime, supplies, etc. and seeks and implements cost saving strategiesInforms General Manager of any unique situations or unusual developments in Front Desk operationsProcess reservations by mail, telephone, fax, and central reservation system as well as those received from sales office or other hotel departmentsOpens and closes out discount rates on reservation systems when applicableFully understand the hotel's franchise policy on guaranteed reservations and no-showsProcess cancellations and modifications to reservationsMonitors Front Desk communication logsUnderstand the Chart of Accounts to code invoices for Front Desk/Front OfficeAble to work any shift, including audit, and fill in when other associates are not able to work their scheduled shiftAssist on all emergencies at the property and handle appropriatelyRemain calm and alert, especially during emergency situations and/or heavy hotel activityEnsure proper operations and cash handling are completed per established policies and procedures and in compliance with all local, state, and federal agenciesImplement company programs and supervise the daily operations of the front desk to comply with policies and procedures, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to hotel guestsEnsure all front office equipment is in good working conditionEnsure all company polices are being administered consistently and standard operating procedures are being followedManaging the Associate ExperienceStay readily available and approachable for all associatesAlways extend professionalism and courtesy to all associatesLead by example demonstrating self-confidence, energy, and enthusiasmSet clear performance expectations for all Front Desk associatesEnsure proper staffing levels to exceed guest expectationEnsure all associates are trained on emergency and security policies and proceduresInterview, hire, supervise and counsel associates in the efficient operation of the Front DeskMotivate, coach and train Front Desk associates while setting goals and holding the team accountable by providing feedback and recognitionEnsure onboarding and orientations for new associates are thorough and completed in a timely fashionTake a proactive approach when dealing with associate concerns and address in a timely mannerAppropriately handle all associate issues in conjunction with Human ResourcesEnsure property hiring practices comply with I-9, ADA and EEO requirementsMotivate and encourage associates to solve guest and associate related concernsComplete weekly schedules for Front DeskMinimize safety hazards by practicing safety and following all safety rules and proceduresConduct weekly/monthly meetings with all associates to address business concerns, protocol updates and other communicationsSupport associates with diverse abilities, styles, motivations, and/or cultural perspectives; utilize differences to drive innovation, engagement and business resultsAnalyze service and quality issues, identify training needs, ensure implementation of training programs to optimize resultsManaging the Guest ExperienceEnsure the safety and security of all guests by adhering to hotel security policies and procedures, particularly regarding key controls and effectively reporting safety hazards and concernsAlways extend professionalism and courtesy to guestsMotivate and encourage associates to solve guest issuesProvide excellent guest serviceBe readily available/approachable for all guestsTake proactive approach when dealing with guest concernsAnalyze, investigate, and resolve guest complaintsRespond to guest's special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat businessReady to lead an exceptional team? Apply now for this fantastic opportunity!About the Company Regal Hospitality is a young, vibrant, growing hotel company with properties currently in nine states. We are passionate about our entrepreneurial spirit and want all our associates to achieve their maximum potential as people, team members, and community leaders.

Created: 2025-02-09