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, ensuring quality standards and meeting customer expectations. This includes developing plans to prioritize and accomplish work, handling guest complaints and resolving disputes, and supervising staffing levels to meet service, operational, and financial objectives. Regular communication with employees regarding business objectives, expectations, and performance recognition is essential. The role requires understanding the impact of departmental operations on overall property financial goals and working to achieve or exceed them.

Team Leadership and Guest Service Excellence

This position involves utilizing interpersonal and communication skills to lead and influence team members, advocating for 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. Maintaining open, collaborative relationships with employees and ensuring they do the same within the team is crucial. The role also includes supervising all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager. Providing exceptional customer service by going above and beyond for guest satisfaction and retention is a core function. This involves improving service by understanding guest needs, providing guidance and feedback, and coaching employees. Responding to and handling guest problems and complaints, setting a positive example for guest relations, and empowering employees to provide excellent customer service are also vital. The manager will observe employee service behaviors, provide feedback, and interact with guests to obtain feedback on product quality and service levels, emphasizing guest satisfaction and continuous improvement.

Operational Management and Policy Adherence

The Front Office Manager I will implement customer recognition and service programs, ensuring proper execution. Training staff and monitoring adherence to credit policies and procedures to reduce bad debts and rebates is required. The role includes 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, including disciplinary procedures and documentation according to Standard and Local Operating Procedures (SOPs and LSOPs), and supporting the Peer Review Process are also key duties.

Human Resources Support and Additional Duties

Support for the developmental needs of others through coaching and mentoring is expected. Soliciting employee feedback, utilizing an "open door" policy, and reviewing employee satisfaction results to identify and address concerns are important. Bringing employee satisfaction issues to the attention of the department manager and Human Resources, and assisting in interviewing and hiring employees with appropriate skills are also part of the role. Supporting departmental orientation programs for new hires and participating in employee progressive discipline procedures are also required. Additional responsibilities include providing information to supervisors, co-workers, and subordinates, analyzing information to solve problems, and informing executives, peers, and subordinates of relevant information. The manager will perform all duties at the Front Desk as necessary, run Front Desk shifts whenever required, and participate in departmental meetings, consistently communicating clear messages regarding Front Desk goals.

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 work experience required.