Front Office Manager Full Service Hotel

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A fast paced Raleigh hotel is looking for a dynamic front office manager. This is a Hilton branded hotel so On Q experience is a plus.

Job Duties

• Ensure that all guests are being treated in an efficient and courteous manner and that all standards are being applied by all staff members. Address all guest concerns and ensure follow up is complete. Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction. Create specific, measurable, achievable, realistic and timely action plans to remedy guest service deficiencies. Monitor occupancy of guest room space to ensure the most efficient use and minimize overbooking. Coordinate activities with other departments in order to facilitate increased levels of communication and guest satisfaction. Monitor all guest incident logs and direct information to department heads as necessary. Maintain any rewards programs and guest service satisfaction initiatives and that the standards of each are adhered to. Actively participate in Room Revenue and Occupancy planning and execution and work closely with the Sales Department on group room requirements. Ensure that staff is knowledgeable of daily functions and group requirements. Responsible for selection, training, coaching, development of the front office employees, as well as the planning, assigning and directing work, appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems. Greet guests immediately upon arrival; register and assign guests to hotel rooms. Provide a warm welcome and deliver amenities appropriate. Make and confirm reservations. Review current day expected arrivals and check all VIP and special request reservations to ensure that they are preregistered, blocked properly and other departments are notified of room assignment. Review daily room availability and relay all pertinent information to front desk agents, reservations, telephone operators, department managers and other supervisors. Field support calls as needed from Front Office personnel. Identify and work with / train team members to enhance their skills. Shift coverage required in the event of an emergency call-off or hotel business need. Resolves guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions. Observe and supervise front desk agents and ensure that established procedures are completed in accordance with policy and procedures. Assists and/or develops the schedule with the General Manager. Ensure there is coverage at the desk at all times and work is completed efficiently according to schedule. Must have thorough knowledge of Night Audit policies and procedures. Complete interviewing and training for prospective new team members. Compute bills, collect payments, handle cash, and make change for guests. Work with hotel Sales team to identify new revenue streams / accounts and business opportunities. Close out guest accounts at the time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances. Assists others as needed and special projects, as necessary.

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Holidays
• Weekends as needed

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person