About the Role
Sheraton Hotels & Resorts in Medina is seeking a Front Office Manager I to assist in administering front office functions and supervising staff. This full-time position involves overseeing daily operations across Bell/Door Staff, Switchboard, and Guest Services/Front Desk to ensure efficient guest experiences and departmental financial performance.
Role Responsibilities
The Front Office Manager I will manage day-to-day operations, ensuring quality standards and meeting customer expectations. This includes developing plans to prioritize and organize work, handling guest complaints and resolving conflicts, and supervising staffing levels to meet service, operational, and financial objectives. Regular communication with employees regarding business objectives, performance recognition, and desired results is essential. The role requires understanding the impact of departmental operations on overall property financial goals and striving to achieve or exceed them.
Team Leadership and Guest Service
This position involves leading and influencing others through strong interpersonal and communication skills, advocating sound financial and business decisions, and demonstrating integrity. Building mutual trust, respect, and cooperation among team members is key, as is serving as a role model. The manager will supervise and manage employees, understanding their roles well enough to perform duties in their absence, and establishing open, collaborative relationships. In the absence of the Front Office or Assistant Front Office Manager, this role will supervise all Front Office areas. Providing exceptional customer service, responding to guest problems, and empowering employees to deliver excellent service are critical functions. The role also involves interacting with guests to gather feedback on product quality and service levels, and emphasizing guest satisfaction in departmental meetings.
Operational Management and Policy Adherence
Responsibilities include implementing customer recognition and service programs, training staff, and monitoring adherence to credit policies and procedures to minimize bad debts. The role involves supervising same-day selling procedures to maximize room revenue and control property occupancy, as well as overseeing daily Front Desk shift operations to ensure compliance with all policies, standards, and procedures. Ensuring property policies are administered fairly and consistently, and that disciplinary procedures and documentation align with Standard and Local Operating Procedures (SOPs and LSOPs), is also required.
Human Resources Support
Support for employee development through coaching and mentoring is expected. The role involves soliciting employee feedback, maintaining an open-door policy, and reviewing employee satisfaction results to address concerns. Issues related to employee satisfaction will be brought to the attention of the department manager and Human Resources. Assistance may be required in interviewing and hiring team members, and supporting departmental orientation and new hire training programs. Participation in employee progressive discipline procedures is also part of the role.
Qualifications and Experience
Candidates must possess a high school diploma or GED with 2 years of experience in guest services, front desk, or a related professional area. Alternatively, a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major is acceptable with no prior work experience required.
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