Front Desk Manager RI east

Position Summary:

The Front Office Manager is responsible for overseeing the daily operations of the front desk, ensuring that all guest interactions are positive and professional. This role involves managing a team of front desk staff, optimizing guest services, maintaining operational standards, and ensuring the smooth check-in and check-out processes. The Front Office Manager also works closely with other hotel departments to ensure exceptional guest experience.

Qualifications:

Education: High school diploma or equivalent; additional training in hospitality or housekeeping management is a plus.

Experience: Minimum of 2-3 years in a front desk role, preferably in a hotel or hospitality environment. Marriott experience is a plus.

Languages: Must be Bilingual.

Skills:

· Strong leadership and interpersonal skills with the ability to motivate and manage a diverse team.

· Excellent verbal and written communication skills.

· Proficient in hotel management software (PMS) Fosse and Microsoft Office Suite.

· Detail-oriented and able to multi-task effectively

· Strong problem-solving abilities and conflict resolution skills.

· Exceptional customer service skills with a passion for guest satisfaction.

· Proficient in cash handling procedures

· Must work well in stressful high pressure situations.

· Must maintain composure and objectivity under pressure.

· Must be effective in handling problems in the workplace including anticipating preventing identifying and solving problems as necessary.

Requirements:

· Must be able to work varying schedules to reflect the business needs of the property which may require weekends and holidays.

· Ability to stand, walk, and lift moderate to heavy items throughout the workday.

· May involve standing, walking, bending, and lifting up to 50lbs.

Key Responsibilities:

Team Leadership & Supervision: Supervise, train, and motivate the front desk team, ensuring they meet performance standards. Assign duties and monitor performance to maintain a high level of guest service. Conduct regular staff meetings to communicate updates, expectations, and goals. Handle employee performance issues, provide coaching, and lead by example. Conduct other duties assigned by Assistant General Manager or General Manager.

Guest Service Management: Ensure that guests receive prompt, efficient, and courteous service during check-in, check-out, and throughout their stay. Resolve guest complaints and concerns in a timely and professional manner. Oversee guest arrivals and departures, ensuring all procedures are followed. Monitor VIP guest preferences and special requests to enhance their experience.

Operations & Administration: Ensure proper operation of front desk systems (Fosse, GXP, Quore). Monitor occupancy, availability, and booking status to optimize room sales. Review and manage guest accounts, ensuring accuracy in billing and charges. Handle cash, credit card, and billing transactions according to hotel policies. Maintain a smooth check-in and check-out process, including any special requests or arrangements. Implement and enforce hotel policies regarding guest service, security, and operations.

Reservations & Revenue Management: Monitor room inventory and availability to optimize occupancy and rates. Assist with the preparation and distribution of daily reports, including occupancy statistics, financial reports, and guest feedback.

Communication & Coordination: Serve as the point of contact between the front desk and other hotel departments, such as housekeeping, maintenance, and food & beverage. Coordinate with the housekeeping department to ensure room readiness for arrivals. Coordinate with sales team for all groups and events. Ensure clear communication during shifts, passing on important information and updates to the next team.

Team Management: Supervise and train front desk staff. Assign duties, create work schedules, and monitor performance. Motivate, develop, and coach staff to achieve high performance and efficiency.

Training and Development: Conduct regular training sessions to enhance the team's knowledge of front desk procedures. Keep the team updated on new technologies or hotel standards ensuring all Marriott training is completed.

Compliance & Safety: Ensure all guest records are handled in accordance with privacy regulations and company policies. Adhere to health, safety, and security procedures to ensure a safe environment for both guests and staff. Conduct regular inspections of the front office area to maintain cleanliness and orderliness.

Inventory and Supply Management: Manage inventory of operating supplies, and market supplies, ensuring stock levels are maintained. Ensure proper handling, storage, and usage of all. Coordinate with the General Manger for stock replenishment when needed.

Budget and Cost Control: Assist with managing the front office budget and controlling operational costs. Monitor and control department expenditure, ensuring compliance with the budget.

Record-Keeping and Reporting: Prepare daily, weekly, and monthly reports as required by hotel management. Analyze guest feedback, reviews, and performance metrics to identify areas for improvement.

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Experience:

• Customer service: 1 year (Preferred)

Ability to Commute:

• El Paso, TX 79928 (Required)

Ability to Relocate:

• El Paso, TX 79928: Relocate before starting work (Required)

Work Location: In person