Hotel Front Office Manager

The Front Office Manager directs and controls the operation of the front desk and shuttle departments and assists all other departments for successful, profitable hotel operations.

Essential Duties & Responsibilities- include but are not limited to:

• Build a team of hospitality-oriented professionals- hire, lead, train, and review the performance of team members; maintain sufficient staffing levels
• Cover front desk shifts and assist during peak times/as needed. Must be able to work all shifts- AM, PM, Overnight. Cover breakfast, shuttle, or other shifts depending on the need of the hotel
• Create and post shift schedules for the front office, shuttle, and breakfast staff
• Conducts regularly scheduled meetings of front office personnel and other departments as needed
• Respond to all emails and address/action guest inquiries/requests/complaints within one business day or 24 hours
• Respond to guest feedback and messages on OTA extranets and Hilton's survey platform in a professional manner within one business day or 24 hours
• Serve as the Guest Messaging Champion; meet daily message goals, review all conversations for professionalism, 15-minute response times, and guest requests/complaints
• Participate in revenue management calls/strategies to maximize and grow revenue; ensure sell-out opportunities are captured
• Assist the sales department by inputting rooming lists, creating & distributing amenity bags, maintaining precise billing, and executing Meeting Room/BEO set up
• Have working knowledge of how to control hotel and labor expenses; control/limit overtime
• Maintain accurate inventory between the Market and POS application, ensure applicable taxes are applied, and pricing is optimal
• Be responsible for ordering, keeping updated inventory lists, price comparison lists, maintaining required pars, and frequently comparing item costs between different vendors
• Communicate and collaborate with all departments
• Complete and record Daily Property Walks and Room Inspections
• Submit reports within allotted time
• Uphold Hilton Brand Standards and complete tasks to ensure the property is on track for the highest possible QA score
• Must be available/on-call for staff and managers via cell phone or messages outside of scheduled shifts; on-call 24/7 for emergencies
• Complete other duties as specified by the General Manager on an as-needed basis; This position reports to the General Manager
• Have the ability/availability to work weekdays, weekends, and holidays depending on the needs of the hotel

When not scheduled to cover a shift, this is primarily a swing shift position, with a schedule between 11am-8pm/ 12pm-9pm.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Must be enthusiastic and energetic with a passion for hospitality
• Minimum three years' experience in a hotel customer service position
• Excellent customer service and interpersonal skills
• Ability to read, write, and speak English fluently
• Proficiency in computers to include Microsoft Word, Excel, and other hotel operating systems
• Proven record of success with Quality Assurance reviews and Guest Satisfaction
• Excellent oral and written communication skills
• Capability to work efficiently under pressure
• Thorough understanding of total hotel operations
• "Clean" driving record and must be willing & able to drive the hotel shuttle

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Lift up to thirty (30) pounds
• Walking
• Bending
• Stretching
• Excessive standing (8 hours) or sitting

Perform other duties as requested by management.

This is primarily a swing shift position, with a schedule between 11am-8pm including weekends and holidays. You will be required to cover additional shifts for associate time off requests and call offs.

Schedule Expectations:

· Minimum of 40-45 hours per week

· Primary Schedule of 11pm – 8pm

· Coverage of associate call offs, time off requests

· Weekend coverage to assist with breakfast, departures or heavy arrivals and coverage of shuttle

· Requirement to be on call for hotel issues unless on scheduled vacation/time off

Please note that this job description is not exhaustive, and additional duties may be assigned as needed.

Job Type: Full-time

Ability to Relocate:

• Coppell, TX 75019: Relocate before starting work (Required)

Work Location: In person