Front Office Manager

Shamin Hotels Master - Towson, MD

Full-time - Mid Level

Towson, MD

51-100 employees

About the position

The Front Office Manager at Shamin Hotels is responsible for overseeing the front desk operations, ensuring exceptional customer service, and managing staff performance. This role involves training and supporting front desk personnel, handling guest complaints, and maintaining high standards of service quality. The manager will also contribute to the financial success of the hotel by achieving budgeted revenues and expenses, while fostering a welcoming atmosphere for guests.

Responsibilities

• Supervises Front Desk staff: hiring, firing, performance evaluations, training, and development.
• Maintains standards of guest service quality.
• Achieves budgeted revenues and expenses and maximizes profitability related to the guest services department.
• Contributes to the profitability and guest satisfaction perception of other hotel departments.
• Develops short term and long-term financial and operational plans for the guest service department, which relate to the overall objectives of the hotel.
• Increases level of guest satisfaction by delivery of an improved product through employee development, job engineering and quality image.
• Manages the reservation function to maintain highest possible room occupancy and average daily rate through suggestive selling by employees.
• Maintains procedures for credit control and handling of financial transactions.
• Maintains procedures for security of monies, guest security and emergency procedures.
• Receives departmental related guest complaints and ensures corrective action is taken.
• Schedules staff according to labor standards and forecasted occupancy.
• Ensures cross-selling of other Shamin Hotels by hotel staff.
• Knows and complies with all company policies and procedures pertaining to this position and its duties.

Requirements

• Bachelor's degree and/or extensive experience in a hotel or related field required.
• 3 years of hotel brand experience preferred.
• Strong financial knowledge required.
• Must be able to work with and understand financial information and data, and possess basic mathematical skills.
• Reading, writing, and basic math skills are essential.
• Knowledge of brand systems preferred.

Nice-to-haves

• Hospitality writing skills
• Basic math skills

Benefits

• Paid holidays
• Disability insurance
• Dental insurance
• Paid time off
• Vision insurance
• 401(k) matching
• Employee discount
• Gym membership
• Opportunities for advancement
• Pet insurance