As a Front office manager, you should combine a pleasant personality with a dynamic professional attitude to supervise and lead our team. Reviewed and briefed GSA's with house count, daily events, Trip Advisor status, and overall daily agenda. Route calls to guest rooms according to the company’s policies which ensure sensitive guest information and privacy is maintained, Provide a warm and friendly experience to potential guests inquiring about hotel reservations by focusing on the guest’s need, asking for the sale, entering and confirming the reservation details, providing the cancellation policy and offering to enroll the guest in the Returns program, Perform all job duties with the utmost attention to safety and security measures which are outlined by OSHA or other regulations, the company safety and security manual, employee handbook and other company materials. Presents information to Ownership and Management as requested, Attends meetings and conferences as required, Must possess and consistently demonstrate all “skills” listed, Organizes, directs, and monitors daily activities of front desk agents, concierge, bell/valet, security, and night audit personnel, Directs, implements, and maintains service standards, Maintains complete knowledge at all times of daily house count, expected arrivals/departures, scheduled in-house group activities, all room rates, special packages and promotions; communicates information to appropriate staff, Monitors guest registration, check-out, and telephone service, Develops, implements, and monitors department budget; manages expenses within approved budget constraints, Develops, implements, and maintains programs/processes to enhance guest satisfaction and ensure front office operations are efficient and profitable, Performs front desk agent responsibilities as needed to process guests expediently including but not limited to checking guest into hotel, responding to guest questions, resolving guest problems/complaints, answering telephone, making guest reservations, and checking guests out of hotel, Ensures that guests’ needs are fulfilled and their stay is as pleasurable as possible; assists with dining, entertainment, or transportation reservations as needed, Assists front office staff with resolution of guest problems/complaints as needed, Possesses and maintains thorough knowledge of hotel services, facilities, and policies and area’s attractions, Prepares accurate and timely reports as required, Hires, trains, supervises, motivates, and develops front office staff; manages schedules and workflow, Assigns duties and monitors quality of work; assures staff conforms to organizational policies and procedures and safety regulations, Provides day-to-day guidance and oversight of subordinates; actively works to promote and recognize performance, Keeps up to date on overall activities of the team, identifying problem areas and taking corrective actions, Directs the Front Office staff, by coaching, counseling, providing guidance, correcting work, while motivating team to improve and maintain positive morale, Provides training for the Front Office staff, to include completing performance reviews, Establish standards and procedures for work for the Front Office. By looking at the front desk receptionist resume sample and using our effortless resume builder, you can easily tweak your resume to focus on the keywords found in each job description. Ensures the department meet its targets. Possess organizational skills that result in accurate, timely and thorough work. Be knowledgeable in Travel Click and Ihotelier, Communicates with Area Director of Revenue on issues concerning Travel Click and Ihotlier, Assist in setting up special transient packages, Review and understand daily event sheets and function sheets in order to properly and knowledgeably respond to any guest or co-worker requests, questions, or concerns, Knows property layout and directs guests by utilizing daily event sheets, function sheets or other documents or reference materials, Assesses and offers creative suggestions and recommendations to guest/conferee requests, Upsells goods and services offered by hotel, Attend conference review, staff, and any other rooms related meetings, Maintain a sound working relationship with the reservations team to ensure guest satisfaction and accurate group billing and group set-up, Maintain positive meeting planner relations, Completes and coordinates scheduling for department to be posted weekly, Evaluates all employees on performance standards and accompanying STO’s after initial employment period and annually thereafter. Getting past the ATS where … Resume SamplesThis page provides you with Front Office Manager resume samples to use to create your own resume with our easy-to-use resume builder. Manage and update all marketing websites. Attend leadership meeting, plan department monthly meetings, safety trainings, and participate in VR best practice groups. Greets guests immediately with friendly and sincere welcome, using a positive and clear speaking voice. 's, Participate in required M.O.D. Complete requisitions to replenish shortages or additional items needed for the anticipated business, 7) Ensure that current information on rates, packages and promotions is available at the Desk and that all staff is knowledgeable on such, 8) Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations, 9) Review the previous day's occupancy and room revenues; resolve discrepancies with Accounting, Responsible for the efficient and professional running of the front desk, including relationships with other departments, Ensure smooth check-in and check-out of all guests, through properly handling guest accounts, Deal with any guest requests and problems and satisfy their needs within acceptable guidelines, Be prepared to perform all front desk functions, including switchboard, business center and guest relations, Lead by example; provide a gracious and aggressive hospitality towards all customers, Be highly familiar and adhere to all policies, procedures and standards, Assist all associates with questions or problems that might occur, Primary responsibility to manage front office operations for Condominium Front Desks; this includes FIT, group, homeowner and walk-in business who utilize the front desk and management coverage of PBX and Guest Services operations, Minimum 2 years hospitality supervisory role/roles required, preferably in a front desk environment at a resort/hotel, Proven track record of leading a team in a fast paced high demand customer service environment, processing multiple needs simultaneously, considering multiple perspectives and making solid decisions, Demonstrate ability to effectively interpret and present complex, detailed information, both verbally and in written form, with diplomacy and tact, Previous experience with LMS or other PMS system preferred, Proficiency in Microsoft Office, particularly Excel and Outlook required, Ability to focus schedule on the afternoon-evening shifts, with additional flexibility for weekends and holidays. Controls payroll and equipment costs, minimizing loss and misuse. To liaise with the Chief engineer to agree and implement CAPEX projects for continuous improvement, To ensure compliance with Marriott brand standards, and Standard Operating Procedures, To implement and review effective daily club processes, To set, monitor and manage Key Performance Indicators for the club, To ensure the club has a marketing strategy that reflects the target market & demographics of the location, To set the membership strategy, including new sales and retention/attrition. Opened the office in the morning and prepared all areas prior to employee and patient arrival. Ensure staff are trained and meet standards, Work in conjunction with management, physicians and staff to consistently review office standards and activities and improve office operations as needed, Assist in the development and revisions of job procedures and descriptions as needed, Assist with processing and monitoring time in Kronos, Ensure consistently efficient operation of activities, Assists in provision of patient needs and expediting flow through center as needed, Establish a process to ensure efficient communication of job-related issues, Ensure work and work areas are maintained in a neat, orderly manner, Operate areas of responsibility in a cost-effective manner, Manage Cancer Center office supply account. Orients and trains new employees, Conducts ongoing training of all front desk employees to increase job knowledge and skill level, Coaches and counsels employees to encourage positive behaviors and correct negative behaviors, Conducts a monthly department meeting to review new procedures and solicits input from all employees, Inputs weekly payroll as requested and properly stores previous weeksâ€™ time cards, Acts as manager on duty and is responsible for the hotel operations when necessary, Ensures the front desk area is maintained in a clean and orderly manner, Maintains and improves guest service and courtesy control programs, Handles any guest problem or complaint in a professional and hospitable manner, Ensures that the hotel is balanced daily and that discrepancies are communicated to management and Bookkeeping, Checks to be sure counts are accurate and that proper departments are notified of selling status, Check the credit report daily, review the hold bucket, and all city ledger accounts daily, Has sound knowledge of all emergency procedures, Coordinates preparation of the weekly forecast and weekly work schedule, Conducts a key inventory on a daily basis. Backup computer system files, Verify that all checks are closed and close and logs any open check in the P.O.S. Reconcile telephone calls and miscellaneous accounts. Apprise Director of Operations as to problems, and progress of current repairs, Daily Maintenance of the Departmental Website - updating names and posting new info and pages in addition to creating new sections and re-designing old ones, Strong organizational, interpersonal and communication skills, Administrative and/or managerial experience preferred, Ability to work well in a team atmosphere, Knowledge of basic cross-platform computer skills required; Photoshop, Illustrator and and Dreamweaver and/or HTML5/CSS coding experience preferred, A/V experience and equipment management preferred, FOM to inspect the condition and cleanliness of Hotel vehicles on daily bases, Assure that Hotel entrance and Public Area are to be kept clean at all times, FOM to personally review VIP in house guests list and arrival list and VIP Rooms allocations, Perform a minimum of 5 courtesy calls per day and log it in Guest Relations logbook, Encourage guest to post their reviews on Trip-Advisor and Facebook, Inspect a minimum of two rooms per day covering all aspects related to cleanliness, settings, room condition, maintenance, as per hotel standards, FOM ensures 100% compliance of brand standards for Guest arrival experience such as greeting and calling guest by name, Demonstrate service attributes in accordance with industry expectations and company standards including, Bachelor’s degree / higher education qualification / equivalent in Hotel Administration, Business Administration, plus five to ten years of prior hotel management experience or equivalent combination of education and experience, Experience required may vary based on size and complexity of operation, Must speak fluent English. Guided guests to tourist places and suggested services around the city. Properly and efficiently transfer calls as necessary. A growth mindset and flexible attitude is therefore critical to convey in the resume. -required, Property Management reservation system (LMS). -preferred, 3 years guest or front office management or supervisory experienceat a property of similar size and qualilty. Is in the guest area during high traffic times to assist the front office associates and to ensure smooth operations, Hire, train, discipline and retain quality front desk, resort services, concierge and bell/valet staff. Ensure the proper use of radio etiquette within the department, Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel standards, Establish and maintain key control system, Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores, Review daily Front Office work and activity reports generated by Night Audit, Review Front Office log book and Guest Request log on a daily basis, Be familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or V.I.P. Labor experience and OPERA experiences preferred, Long hours sometimes required. Previous Hyatt experience is preferred, Highly organized, you will be self-motivated and a strong influencer, able to communicate effectively at all levels, A natural coach, you will feel comfortable training and mentoring your team, Developing your team will be one of your priorities, as will creating a supporting and caring environment that allows your people to be their best, With a passion for excellent service and care, your attention to detail will be the best fit, You will be happy to be hands on, but be prepared to unleash your team to meet their full potential, Experienced in effective rostering to meet business requirements, you will ensure efficient productivity levels, Meet and exceed the expectations of our customers and clients, Supervise and monitor team members to ensure a high level of guest service is delivered at all times. It’s actually very simple. Handle guest reports on theft from safe deposit boxes according to hotel procedures, Monitor guest mail and ensure that it is processed according to procedures, Monitor and ensure that express check-outs are processed through the system correctly in accordance with hotel check-out standards, Monitor the staff's interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel, Assist staff with their job functions to ensure optimum service to guests, Observe guest reactions and confer frequently with staff to ensure guest satisfaction, Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day, Promote positive guest relations at all times, Monitor and handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction, Assist guests with reports of lost/stolen articles, following hotel policy, Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations, Monitor and ensure that all cashiering procedures comply with Accounting policies and standards, Review previous night's no-shows, verify and ensure billing of such, Assist accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Office procedures, Assist staff with expediting problem payments, Monitor registration of the foreign guests according to the local laws on registration, Anticipate sold-out situations and know how many rooms are overbooked. received for them, Communicate services and amenities of the hotel to guests, Obtain proper identification for tax exempt guests and attach form to registration card, Direct Bell Person to escort guest and transport their luggage to the room, Maintain guest history files on all guests, Communicate VIP arrivals to designated personnel for escort and delivery of amenities, Set up accurate accounts for each guest checking in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp), Document all guest requests, complaints or problems, Take, record and relay messages accurately, completely and legibly, Issue safe deposit boxes to guests and ensure security of keys, Block rooms in computer and follow through on designated requirements, Pre-register designated guests and prepare key packets, Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery), Present folio to guest and resolve any disputed charges, Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges, Cash guests' personal checks/travelers checks, Document pertinent information in the log book/ Opera/HotSos/Front Desk Checklist, Previous experience as a Front Desk Manager/Supervisor in a luxury hotel. Recruited new staff and volunteers for various departments. two years in a public contact position, preferably in an upscale or lifestyle brand hotel, Enter and locate work related information using computers and/or point of sale systems, Possess a gracious, friendly, and fun demeanor, Strong verbal and written communication skills in English, Ability to work independently and partner with others to promote an environment of teamwork, Requires manual ability to use, carry, and operate all necessary equipment, Minimum 2-3 year diploma or degree from an accredited college or university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major, Minimum 3 years managerial experience in the guest services, front desk, housekeeping, or related professional area, Extensive knowledge of Opera and familiarity with computer software (Microsoft Office, Payroll, Key Control and Guestware), Monitor front office staff to ensure guests receive prompt, professional attention and personal recognition. 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