Job Title: Front Office Manager
Shifts:  Swing and/or Overnight
Reports To:  Director of Front Office

Job Summary:
The Front Office Manager is responsible for overseeing all front desk operations, ensuring exceptional guest service, and maintaining smooth and efficient hotel operations. This role involves supervising front office staff, managing guest relations, and ensuring a seamless check-in and check-out experience. The Front Office Manager plays a critical role in upholding the hotel's standards and creating a welcoming environment for all guests.

Please note that this is a temporary role with the ability to become a permanent placement. Immediate availability is preferred.

Key Responsibilities:

1. Guest Services:

   • Ensure exceptional guest experiences by addressing and resolving guest inquiries, concerns, and complaints in a professional manner.
   • Maintain a high standard of guest satisfaction and service quality.
   • Implement guest feedback mechanisms and address areas for improvement.

2. Staff Management:

   • Recruit, train, and supervise front desk staff, including receptionists, concierge, and night auditors.
   • Schedule shifts and assign tasks to ensure adequate staffing at all times.
   • Monitor staff performance, provide coaching, and conduct regular performance evaluations.
   • Local 6 union management experience preferred

3. Operational Management:

   • Oversee daily front office operations, including reservations, check-ins, and check-outs.
   • Ensure compliance with hotel policies, procedures, and brand standards.
   • Manage room inventory and coordinate with housekeeping and maintenance for room readiness.

4. Technology and Systems:

   • Manage the property management system (PMS) and other front office technology.
   • Troubleshoot system issues and ensure staff proficiency in system usage.

5. Safety and Compliance:

   • Ensure compliance with health, safety, and security protocols.
   • Handle emergencies, such as fire alarms, guest injuries, or security incidents, in a calm and efficient manner.

Qualifications:

• Education: Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred.
• Experience:
  • Minimum 2-4 years of experience in a front desk or supervisory role in the hospitality industry.
  • Proven leadership and team management skills.
• Skills:
  • Excellent interpersonal and communication skills.
  • Strong problem-solving and conflict-resolution abilities.
  • Proficiency in Opera hotel property management system
  • Ability to multitask and work effectively under pressure.