Mgr Front Office I📣 Job Ad

About the Role

Sheraton Hotels & Resorts is seeking a Manager-Front Office I to join their team in Medina, Central Area District. This full-time position involves supporting the Front Office Manager in overseeing the Front Office department, which encompasses the Front Desk, Bell Desk, Concierge, and Guest Services.

Front Office Operations Management

This role is responsible for maintaining the daily operations of the Front Office, ensuring that quality standards are met and guest expectations are consistently fulfilled. The position requires establishing clear goals and plans to prioritize and organize work effectively. Key duties include processing guest complaints, resolving issues, and addressing conflicts through negotiation. The manager will supervise staff to ensure guest service standards, operational needs, and financial targets are achieved. Continuous communication with staff is essential to ensure awareness of job objectives, communicate expectations, and reinforce the achievement of results. A thorough understanding of how departmental operations impact the hotel's overall financial targets is required, with a focus on achieving or exceeding these targets.

Team Leadership and Development

The Manager-Front Office I will utilize strong interpersonal and communication skills to influence and encourage team members, demonstrating honesty and integrity. Building mutual trust, respect, and cooperation among staff is a key aspect of this role. The manager will set an example through appropriate behavior and supervise all daily operations. A comprehensive understanding of all Front Office staff positions is necessary to perform duties in their absence. Establishing and maintaining open, collaborative relationships with staff, and ensuring staff do the same within the team, is crucial. This role also involves covering all areas of the Front Office department in the absence of the Front Office Manager or Assistant Front Office Manager.

Guest Service Excellence

A primary focus of this position is to provide superior guest service, achieve guest satisfaction, and foster guest loyalty. This involves using communication and collaboration to resolve guest needs, and providing direction, feedback, and individual coaching to staff to improve service quality. The manager will respond to and resolve guest issues and complaints, setting an example for guest service interactions. Staff will be empowered to deliver superior guest service, and their service behavior will be observed and provided with feedback. Direct interaction with guests to obtain feedback on product quality and service levels is expected. Reinforcing guest satisfaction and a focus on continuous improvement during departmental meetings is also a key responsibility.

Operational Policies and Procedures

The role includes implementing guest recognition and service programs, ensuring staff adherence. Training staff and supervising adherence to all credit policies and procedures to minimize losses and charge-backs is required. Daily sales processes will be supervised to maximize guest room revenue and control hotel occupancy rates. Daily Front Desk shift operations will be overseen to ensure adherence to all policies, standards, and procedures. The manager will ensure hotel policies are administered fairly and consistently, in accordance with standard operating procedures (SOPs and LSOPs) and disciplinary procedures, supporting peer review processes.

Human Resources Support and Additional Duties

Support for the development needs of others, including directing, coaching, and helping staff improve their knowledge or skills, is expected. Soliciting employee feedback, maintaining an "open door" policy, and reviewing employee satisfaction results to resolve issues are important. Escalating employee satisfaction concerns to the department manager and Human Resources is also part of the role. Assistance with interviewing and hiring team members with appropriate skills, and supporting departmental onboarding training programs, are required. The manager will work with employees to implement applicable policies and procedures. Additional responsibilities include providing information through various communication channels, analyzing information to solve problems, and performing all duties of the Front Desk when necessary, including relief shifts.