Front Office Manager

Join the team responsible for crafting a fresh landmark that emphasizes cultural appreciation among colleagues and the pursuit of greatness. At Raffles Boston, we recognize the immense worth of our distinct cultural heritage, and we are dedicated to ensuring that it is comprehended and embraced by each team member. This commitment begins the instant a prospective colleague connects with us and extends throughout their entire journey with the hotel.

The Front Office Manager is responsible for ensuring the operation of Front Office in an attentive, friendly, efficient, and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

Fundamental Requirements:

• Respond to all guests’ requests, problems, complaints and/or incidents presented at the Front Desk or through reservations, Trust You Surveys, letters and/or phone calls, in an attentive, courteous, and efficient manner.  Follow up to ensure guest satisfaction.

• Motivate, coach, counsel and discipline all Front Office personnel according to Hotel SOP’s.

• Conduct and or participate in Front Office colleagues’ meetings to ensure constant communication on expectations.

• Be always reachable by cell phone throughout the scheduled shift.

• May conduct Front Office interviews and follow hiring procedures according to Hotel SOP’s.

• Maintain and boost employee morale by being present, positive, and supporting the team.

• Ensure training of Front Office personnel and execution of Forbes standards.

• Monitor Queue Rooms throughout the day.

• Deal with guest issues as they arise.

• Support the front desk team during heavy traffic.

• Communicate employee hours discrepancies and overtime to the Assistant & Director of Front Office in preparation of the labor meeting.

• Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.

• Ensure that no-show revenue is maximized through consistent and accurate billing.

• Monitor and solve open folios daily.

• Maintain Hotel SOP’s regarding Purchase Orders, vouchering of invoices and checkbook accounting.

• Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.

• Work closely with Accounting on follow-up items, i.e., rejected credit cards, open folios, employee cashiering discrepancies, etc.
• https://careers.accor.com/global/en/job/front-office-manager-in-raffles-boston-boston-united-states-jid-112086