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Front Office Manager

Company: Hampton Inn St. Louis/St. Charles
Location: Saint Charles
Posted on: May 13, 2022

Job Description:

Looking for that next step in your career? We are seeking a Front Office Manager who is looking for a career path in the hotel industry. Potential for advancement in less than 12 months for a an experienced leader in developing a strong customer service / front office team, building customer loyalty as well as managing brand expectations and general front office duties.

The Front Office Manager oversees all aspects of the front office and reception (for example, guest registration, bell/porter services, business center, telephone services, concierge services and guest reservations). They lead our guest services, reception, and reservation team members in our mission of delivering exceptional experiences for our guests.

Primary Responsibilities

--- Promote and develop a culture of award winning hospitality in the Front Office team.

--- Manages and leads the Front Office team in:

Guest registration, room assignments, and special requests

Room reservations and modifications

Recording and processing of guest charges, credits, and payments

Protecting and securely handling guest information

Responding and assisting with guest inquiries in person, phone or email as appropriate

Finding the win-win in resolving guest concerns or complaints

Delivering on the Brand and Company promises

--- Oversee the Night Audit function and preparation of daily financial reports.

--- Manage the day-to-day staffing requirements of the department in coordination with labor and budget guidelines.

--- Participate in the recruitment and selection process of new team members.

--- Establish performance and development goals for team members; providing mentoring, coaching, and regular feedback of performance.

--- Evaluate the staff's performance on systems, security, service, and cash-handling procedures; provide the necessary and appropriate training to develop highly efficient team members.

--- Maintain close communication with department heads keeping them informed of the changing dynamics and priorities of the day.

--- Work closely with the Revenue & Sales Teams coordinating the hotels rate schedules, inventory, and booking availability.

--- Monitor guest feedback and ensure an appropriate timely response to all guest feedback, including but not limited to: social media, guest reviews, and guest relations/assistance cases.

Train team members on emergency procedures and the role of the Front Office during an emergency/crisis situation.

Keywords: Hampton Inn St. Louis/St. Charles, Saint Charles , Front Office Manager, Administration, Clerical , Saint Charles, Missouri

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