Front Office Manager - Franchise

Responsibilities

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Manage all Front Office operations to include, but not limited to

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Guest services and registration (check-in/check- out)

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Room inventory and availability

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Guest service standards and initiatives

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Water park operations – scheduling and working with Maintenance

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Cost controls and overall profitability

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Basic knowledge and understanding of PMS and credit card processing devices

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Budgeting and forecasting

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Policy and procedure implementation and enforcement

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Team member training

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Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations and delivering recognition and reward.

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Monitor and assess service and satisfaction trends, evaluate, and address issues and make improvements accordingly.

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Meet and greet guests and respond to guest inquiries, requests and issues in a timely, friendly, and efficient manner and resolves guest concerns.

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Initiate and implement up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.

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Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.

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Complete audit procedures, as needed.

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Make reservations and have knowledge of all the outlets.

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Coordinate room status updates with the housekeeping department.

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Able to work any shift, including weekends and holidays.

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Recruit, interview, and train team members

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PMS system and cash handling

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Ensure timely and accurate customer service.

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Handle complaints and specific customers' requests

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Ensure the company’s policies and security requirements are met.

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Respond to emergencies on property and communicate with other managers and/or authorities, as necessary.

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Serves as property point person for any IT or Telcom related issues and coordinates resolution with any pertinent 3 rd party vendors or systems support. Conducts initial trouble shooting such as network connectivity tests.

Requirements

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• Minimum four years hotel front office experience required. Three years in hotel management preferred.
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• PMS system and cash handling
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• Hands on experience with office machines
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• Thorough knowledge of customer service, office management and basic bookkeeping procedures
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• Proficiency in English (oral and written)
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• Solid knowledge of MS Office, particularly Excel and Word
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• Excellent communication and people skills
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• Good organizational and multitasking abilities
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• Problem-solving skills
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• High School diploma: additional certification is a plus.

Physical Requirements

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• Able to stand for long periods of time.
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Moderate Lifting

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• Hand and finger dexterity