Front Office Manager

Homewood Suites - Worcester, MA

Full-time - Mid Level

Worcester, MA

Accommodation

About the position

The Front Office Manager plays a crucial role in ensuring a welcoming and accommodating environment for hotel guests. This position involves overseeing the front desk operations, managing guest service agents, and ensuring high levels of guest satisfaction. The manager is responsible for training staff, resolving guest issues, and coordinating with various hotel departments to meet guest expectations.

Responsibilities

• Oversee Guest Service Agents and the Front Desk Supervisor (if applicable).
• Responsible for completion of training programs and schedules for Direct Reports.
• Review payroll for department and verify clock-in and clock-out times of the front office associates.
• Responsible for superior guest service and guest satisfaction as measured through Brand GSS surveys and online review sites.
• Responsible for Front Desk Department associate performance evaluations, scheduling and time and attendance.
• Coordinate all special guest programs, amenities, arrangements, etc. between all departments (Sales, Front Desk, Food and Beverage, Housekeeping, and Shuttle Service), to ensure flawless execution of guest expectations.
• Knowledgeable in the hotel's Property Management System.
• Complete and print all required daily reports, records and logs as necessary.
• Relocate guests to nearby hotels as necessary.
• Balance all cash, check, credit card and ledger accounts as assigned as per proper protocol.
• Conduct monthly meetings with the Front Desk staff.
• Serve as Manager on Duty.
• Attend mandatory meetings & hotel functions.
• Comply with all company standards and policies, as established in the employee handbook.
• Maintain Market/Suite Shop Inventory and Price List.

Requirements

• 1-3 years related experience
• Able to lift and carry up to 50 lbs.
• Able to bend and stoop
• Able to stand and walk for extended periods of time
• English verbal and written communication skills
• Bi-lingual skills a plus
• Availability nights, weekends, and holidays.

Benefits

• Medical and Dental Insurance
• Long Term Disability and Life Insurance
• 401(k) retirement plan with Employer Match
• Vacation
• Sick time
• Brand specific team discounts