Mgr Front Office I📣 Job Ad

About the Role

Sheraton Hotels & Resorts in Medina is seeking a Front Office Manager I to assist in the administration of front office functions and supervise staff. This full-time position involves overseeing daily operations to ensure efficient guest services and maximize departmental financial performance.

Key Responsibilities

The Front Office Manager I will manage day-to-day operations across Bell/Door Staff, Switchboard, and Guest Services/Front Desk. This includes developing and implementing procedures for efficient check-in and check-out processes, ensuring quality standards are met, and addressing customer expectations. The role involves supervising staffing levels to meet service, operational, and financial objectives, and maintaining regular communication with employees regarding business goals and performance recognition.

Key duties include:

• Managing daily operations to meet customer expectations and quality standards.
• Developing plans to prioritize, organize, and accomplish work.
• Handling guest complaints, disputes, and conflicts.
• Supervising staff to ensure service, operational, and financial goals are met.
• Ensuring ongoing communication with employees about business objectives and expectations.
• Understanding and managing departmental impact on overall property financial goals.
• Implementing customer recognition and service programs.
• Training staff and monitoring adherence to credit policies to reduce bad debts.
• Supervising same-day selling procedures to maximize room revenue and control occupancy.
• Overseeing daily Front Desk shift operations and ensuring compliance with policies.
• Administering property policies fairly and consistently, including disciplinary procedures.
• Performing Front Desk duties as necessary and running shifts when required.

Guest Experience and Team Leadership

This role is pivotal in ensuring exceptional customer service by providing services that exceed guest expectations for satisfaction and retention. It involves improving service through effective communication, guidance, and coaching for individuals. The position requires responding to and handling guest problems and complaints, setting a positive example for guest relations, and empowering employees to deliver excellent customer service. Feedback on service behaviors will be provided to employees, and direct interaction with guests will be conducted to gather feedback on product quality and service levels. Emphasis will be placed on guest satisfaction during departmental meetings, focusing on continuous improvement.

Leadership responsibilities include utilizing interpersonal and communication skills to influence and encourage others, advocating sound financial and business decisions, and leading by example with honesty and integrity. Building mutual trust, respect, and cooperation among team members is essential. The role involves supervising and managing employees, understanding their positions well enough to cover duties in their absence, and establishing open, collaborative relationships within the team.

Human Resources Support

The Front Office Manager I will support the developmental needs of others through coaching and mentoring. Soliciting employee feedback, maintaining an open-door policy, and reviewing employee satisfaction results are key to identifying and addressing concerns. Issues related to employee satisfaction will be brought to the attention of the department manager and Human Resources. Assistance will be provided in interviewing and hiring team members with appropriate skills, and supporting a departmental orientation program for new hires to ensure successful job performance. Participation in employee progressive discipline procedures is also required.

Qualifications and Experience

Candidates must meet one of the following educational and experience requirements:

• A high school diploma or GED, plus 2 years of experience in guest services, front desk, or a related professional area.
• A 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, with no work experience required.

Additional Duties

This role involves providing information to supervisors, co-workers, and subordinates via various communication channels. It requires analyzing information and evaluating results to solve problems effectively. Timely communication of relevant information to executives, peers, and subordinates is expected. The position may also involve performing all duties at the Front Desk as necessary and participating in departmental meetings to consistently communicate clear messages regarding Front Desk goals.