Front Office Manager

Job description

Overview Responsible for the management of the Front Desk functions ensuring quality guest service and adminitrative efficency. Directs, implements and maintains a service and leadership culture which encourages both associate and guests to seek moments to be extraordinary. Responsibilities: - Create, train and sustain a culture of guest service excellence in all front office personnel. - Assist in developing sustainable training for all front office personnel (including Valet if applicable) regardless of employee’s tenure in the front office. - Train staff in the learning and delivery of concierge services to guests. - Develop portals for front office staff to stay current with downtown events, services and facilities so as to better assist guests. - Reports management including analysis of data, communication of results and tactics for required corrections. - Schedule staff according to activity levels expected at the front desk. - Train staff in service recovery, and conduct follow-up to service recovery situations. - Conduct “guest service” audits of front office staff including PBX, and if applicable Valet. - Work closely with Sales on group resumes, ensuring thorough comprehe...