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Front Office Manager

Company: Homewood Suites Austin South
Location: Austin
Posted on: August 5, 2022

Job Description:

Are you a desk clerk ready for your next move? Do you have Hilton systems experience? We are looking for a Front Office Manager to assist in leading our front desk teams to excellence! This is a unique position with the oversight of a dual brand and dual trained team shared between two properties that share a parking lot.

The Front Office Managerleads allFront Office operations to achieve high levels of customer satisfaction by providing quality service, and comply with corporate/brand policies and procedures while meeting/exceeding financial goals.

Essential Functions:

--- Manage Front Office staff effectively: schedule, train, coach, counsel, and conduct performance reviews; resolve problems; provide thorough communications, discipline and recommend terminations of employment as necessary.

--- As necessary conduct Front Desk activities; check guests in and out efficiently and courteously; respond to customer concerns, issues, inquiries, and input in a timely, professional, and courteous manner; resolve customer complaints, escalate issues as necessary or report to other departments for resolution.

--- Pre-register, block reservations and take same-day reservations following hotel rate structures, discounts, and sell strategies; cancel reservations according to procedures.

--- Respond to customer concerns, issues, inquiries, and input in a timely, professional, and courteous manner; resolve customer complaints, escalate issues as necessary or report to other departments for resolution.

--- Implement Company/Brand programs to achieve service quality goals, while ensuring compliance with all specified policies and procedures; communicate with sales staff to define and implement sales strategies for improving occupancy levels and revenues.

--- Prepare forecasts and reports as directed; implement and monitor results to budget projections; develop recommendations for minimizing expenses and maximizing revenue.

--- Monitor and maintain the Front Office systems and equipment to ensure optimum performance; report issues as necessary.

--- Prepare and submit travel agent commission reports, third party reports, brand frequent traveler program points and other reports requested by management.

--- Order supplies as needed to provide quality customer service.

--- May temporarily assume Assistant General Manager, or General Manager, responsibilities as required.

--- May oversee operations of hotel Gift Shop and hotel Business Center.

--- Other duties as assigned by management.

Supervisory Responsibility:

--- Supervises Front Desk Leads, Front Desk Clerks and Night Auditors

Job Specifications:

--- Solid working knowledge of related company and brand policies, procedures, and services; general knowledge of other departments in the hotel, including a good understanding of basic operations and functions of all other departments and emergency systems, policies and procedures.

--- Good understanding of revenue management policies and practices and excellent proficiency in the property's revenue management computer program.

--- Good management/supervisory skills.

--- Excellent interpersonal and written/verbal communication skills.

--- Excellent proficiency with Front Desk computer systems; intermediate proficiency with Word, Excel, and MS Outlook.

--- Excellent command of the English language; second language proficiency desirable. Excellent interpersonal, written/verbal communication and telephone etiquette skills.

--- Excellent time management skills and ability to multi-task and prioritize work

--- Exceptional problem solving skills

--- Ability to maintain customer focus

--- Excellent organizational and planning skills

--- Ability to work well in a team environment

--- Ability to follow corporate standards and procedures

Education and Experience:

--- Undergraduate degree in business, hospitality, or related field or equivalent combination of education &experience.

--- 2+ years of experience as Front Office Manager/Supervisor in an equivalent hotel. Minimum training required per year as assigned by the company

--- Any additional training required by manager

Work Environment:

--- This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

--- Work days and work hours may vary depending on property needs.

--- This position works indoors.

Keywords: Homewood Suites Austin South, Austin , Front Office Manager, Executive , Austin, Texas

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