Mgr Front Office
Hotel Brand: Holiday Inn
Location: United States, Tennessee, Nashville
Hotel: Nashville-Vanderbilt (Dwtn) (BNAVB), 2613 West End Ave, 37203
Job number: 137782
Role Purpose
The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As Front Office Manager you’ll deliver this through managing all aspects of the front office (for example guest registration, porter services, business centre, telephone services, concierge services, and guest reservations). You’ll also create the warm atmosphere that makes our guests feel at home in any location
Key Accountabilities
People
- Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance.
- Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties.
- Ensure your team are properly trained on systems, security, service and quality standards.
Guest Experience
- Ensure your front office team delivers a great service, professional attention and personal recognition.
- Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.
- Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.
Financial
- Help prepare annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management.
- Oversee night audit function and preparation of daily financial reports.
- Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.
Responsible Business
- Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
- Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.
- Perform other duties as assigned. May also serve as manager on duty.
Accountability
This job is the top Front Office job and reports directly to the General Manager at a very busy full-service hotel. This position regularly supervises front desk agents, and porter/shuttle services, reservations, PBX, etc. and also works hands on at the front desk, alongside agents while overseeing the team.
Key Skills & Experiences
- Bachelor’s degree / higher education qualification or equivalent 5 years of Front Office/Guest Service experience including management experience Hotel Management & Business Administration
- Must speak fluent English
- Other languages helpful
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
Important information:
- The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.
- No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
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