Front Office Manager

Job description

JOB OVERVIEW: Provide guidance and leadership to the Front Office, ensuring consistent compliance with hotel policies, and quality guest service. Indirectly offers supervision for the entire hotel as well as making policies and developing plans for carrying out work programs. REPORTS TO: General Manager ESSENTIAL JOB FUNCTIONS: 1. Implement and manage hotel’s daily quality process including goal communication, associate improvement, compliance with Crescent standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly. 2. Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate. 3. Communicate both verbally and in writing to provide clear direction to staff. 4. Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly. Supervise and review cost and inventory controls. 5. Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepar...