Front Office Manager

Job Purpose:
The Front Office Manager is responsible for overseeing the daily operations of the Front Office Department,  ensuring that guest and employee satisfaction exceeds expectations while delivering profitable results to owners and investors. Ensure that front desk and communications meet hotel standards for maximum guest satisfaction. Act as the main contact for guests and other hotel departments

Duties & Functions:

• Plan, organize, facilitate, attend and/or participate in various hotel and departmental meetings.

• Ensure compliance of brand standards, operating procedures and policies

• Determines the direction, support, training and tools by being a consistent relationship builder to ensure the sense of empowerment necessary to provide win/win decisions for any internal/external customer challenges that may arise

• Directs all activities of the front office and communicates with other departments to ensure complete guest and associate satisfaction

• Participates in Fire Safety and Loss Prevention programs

• Continuously evaluates the performance of Front Office Management and staff taking corrective actions when necessary

• Conducts interviews for all front office positions

• Facilitates the training and development of all employees to Ennismore standards

• Monitors and reviews guest comments via the Pulse Report to identify areas for improvement and shares with staff to assist in improving guest satisfaction, guest relations and guest loyalty scores and responds directly to guest as necessary

• Monitors availability and occupancy on a daily basis and constantly communicates with revenue manager to resolve any challenging issues

• Track and maintain records of all guest issues and recovery from Tripadvisor/Guest Alerts/Glitch Log/Revinate/ ReviewPro in Nuvola.

ADDITIONAL RESPONSIBILITIES

• Communicate effectively, both verbally and in writing, to provide clear direction to the venue teams.

• Communicate with employees using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information.
• https://careers.accor.com/global/en/job/front-office-manager-in-hyde-miami-midtown-hyde-miami-united-states-jid-56167