Front Office Manager Resume Samples

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H Corwin

Helga

Corwin

938 Emie Walk

Phoenix

+1 (555) 590 0706

938 Emie Walk

Phoenix

Phone

p +1 (555) 590 0706

Experience Experience

Los Angeles, CA

Asst Front Office Manager

Los Angeles, CA

Hayes-Roob

Los Angeles, CA

Asst Front Office Manager

Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person
Functions in place of the Front Office Manager in his/her absence
Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects
Works closely with Sales and their VIP Clients
Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shifts as well as communicates effectively the policies and procedures to other team members of the hotel
Responds quickly to all guest requests in a caring friendly and professional manner, consistently follow up to ensure guest satisfaction that meets and exceed our services standards
Resolves guest complaints to the satisfaction of the customer by being guest centric, friendly and caring. Communicates to Management any problems, complaints or unhappy guests

New York, NY

Front Office Manager

New York, NY

Medhurst, Batz and Mante

New York, NY

Front Office Manager

May serve as Manager-on-Duty in the absence of the General Manager and Assistant General Manager
Assist the Executive Director with evaluations of employee performance according to CH evaluation schedules. Provide routine feedback at least quarterly
Provide senior management with recommendations for capital improvements as well as routine maintenance requests
Carries out annual performance appraisals for his/her employees, sets targets and provides support for career development
Review work procedures and operational problems to determine ways to improve service, performance, or safety
Three years in hospitality services or like environment performing like duties as an Assistant Front Office Manager
Coach, monitor, and develop team members for improved performance

present

Boston, MA

Franchised Front Office Manager

Boston, MA

Krajcik, Christiansen and Wehner

present

Boston, MA

Franchised Front Office Manager

present

Assigns duties and shifts to workers and observes performances to ensure adherence to hotel policies and established operating procedures
Create schedule utilizing forecasting and scheduling tools to provide maximum efficiency and labor savings
Successfully work with the Hotel Operations Manager to ensure that the set target for brand audit is achieved
Assume manager on duty shift in absence of General Manager
Set up controls (over time, safety deposit boxes, master keys, banks, etc.) and audit them on a timely basis to ensure the accuracy and completeness of all work handled by the front desk
Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
Maintain close communication with housekeeping, sales, maintenance and all other departments. Uphold a professional image at all times through appearance and dress

Education Education

Bachelor’s Degree in Hotel Management

Florida Atlantic University

Bachelor’s Degree in Hotel Management

Skills Skills

Knowledge of Grand Teton National Park and surrounding area
Working knowledge of maintenance
Knowledge of Visual One
Strategic Decision Making - Ability to gather and organize information relevant to a long-range goal or vision, develop alternative strategies, and execute a course of action to carry out strategy
Excellent Customer Service and problem solving skills
Ability to prepare statistical reports
Ability to deal effectively with all levels of internal/external customers
Ability to identify trends and interpret complex documentation related to patient services
Ability to establish work priorities
Ability to develop area goals and assist in ongoing development and refinement of practice billing procedures

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Front Office Manager Resume Examples & Samples

Ensure that guest service standards are being applied consistently and all hotel and departmental policies and procedures are followed. Have up to date checklists in place. Adhere to Market Metrix goals and respond to surveys and trends. Provide exceptional guest services
Will be the Manager on Duty during scheduled shifts and will be required to carry out the duties and responsibilities of this role. Shifts will vary based on business needs. Is in the guest area during high traffic times to assist the front office associates and to ensure smooth operations
Hire, train, discipline and retain quality front desk, resort services, concierge and bell/valet staff. Conduct interviews and reference checks as well as organizing and administering on-the-job training for new employees. Manage performance, development coaching and discipline of team members
Working hands on with the front office staff to ensure they are well organized with updated resume book, packets prepared appropriate number of staff and staff properly briefed with the appropriate information for group arrivals, billing and deposit issues, working with group leaders on any issues. Lead standup meetings to ensure each department is ready for daily arrivals and departures and group happenings
Attend ROCS, monitor room inventory and work with sales and reservations to maximize revenue and solve oversell issues, and ensure best rates are in best rooms and repeat guests have highest level of personalized service. Maintain all supplies, maintain all equipment in good working order, provide a safe environment for employees and guests, ensure clean and organized front desk and public areas, strict adherence key control, enforce proper policies and procedures to maximize walk-in revenue
Have a clear and concise understanding of the LMS system and assist in training others on its functions. Must be fully proficient in LMS
Assist with the training, promotion, implementation and processing of the room upgrade program and various FD incentive programs. Responsible to continue to drive revenue through the Front Office. Uses tools and empowerment to make decisions leading towards total customer satisfaction
Able to check in/check out guests following the brand standards, review the current days and future expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered. Manage inventory and assist in resolving various billing issues on guest folios. Conduct periodic brand standard audits and come up with initiatives to drive market metrix scores
Develop and maintain strong working relationships with all departments and external stakeholders. Attend leadership meeting, plan department monthly meetings, safety trainings, and participate in VR best practice groups. Be knowledgeable about all emergency plans and know how to act upon them
Work with the Front Office Management team to develop successful programs, procedures and policies; attend and participate in meetings and work towards the success of the hotel. Strictly follows bank-out procedures and cash handling procedures
High School Diploma/GED. -required
Proficient in LMS with experience at a Vail Resorts O&O property. -preferred
3 years guest or front office management or supervisory experienceat a property of similar size and qualilty. -required
Intermediate to advanced, Microsoft office, Internet, email, touch typing. -required
Property Management reservation system (LMS). -preferred
Must have the ability to read, write and speak English. -required
Knowledge of the area -required
Able to communicate with guest, homeowners, and colleagues with diplomacy and tact. -required
In person interview. -required
Must be able to lift up to 50 lbs. -required
Must be able to stand and walk for up to 8 hours. -required
Must be able to work weekends, holidays and evenings. -required
Guest relations, problem solving, training, accounting. -required

Front Office Manager Resume Examples & Samples

Maintains high Hilton standards throughout daily assignment and assists the front desk agents and supervisors in doing the same
Responsible for the following departments: front desk, concierge, bell/valet, reservations, and ski valet
DoubleTree Breckenridge and executive management to employees, guests, visitors, and vendors
Ensures proper scheduling of Front Desk and Guest Services shifts as necessary
Coordinates, administers, and contributes input to required meetings, including monthly departmental meeting
Sets standard for the staff-upholding the requirements of Vail Resorts and Hilton as well as standards communicated by executive management
Creates, trains and implements a Standard of the Week for staff
Supervises the care of equipment, minimizing waste, breakage and misuse
Analyze and review hotel financials daily to keep in line with departmental budgets and staffing
Ensure timely and accurate payroll administration
Departmental scheduling to meet business needs
Communicates effectively and immediately any situations which may require management assistance
Coordinates VIP recognition and room assignments
Takes immediate corrective action when guests' needs are not met, implementing Hilton’s “Make it Right” program
Demonstrates working knowledge of safety and fire procedures
Assists in emergency and security procedures as directed by the employee manual and the established emergency plan
Coordinates the training of new front office personnel
Creates and maintains scripting standards and guidelines for guest interactions
Attend Con-ops meeting weekly
Provides month end reports regarding front office expenses, including labor and supplies
Accurate monthly forecasting of department expenses
Reviews daily revenue reports for posting accuracy
Acts as MOD when necessary
Ensures effective communication between Executive Committee, Department Managers and line staff
Performs miscellaneous tasks as assigned by the General Manager and Director of Rooms
Ensures all Hilton Brand Standards and training requirements are being met 100% at the Front Desk & Guest Service
Completes delegated tasks and projects; assists other departments as business volumes and staff levels demand
Ensures agents complete their daily checklists
College Diploma - preferred
3+ years guest or front office management or supervisory experience at a property of similar size and qualilty - required
Valid US Driver's License with acceptable driving record - required
Intermediate to advanced Microsoft office, internet, email, touch typing - required
Must have the ability to read, write and speak English - required
Able to communicate with guest, homeowners, and colleagues with diplomacy and tact - required
Must be able to lift up to 50 lbs. - required
Must be able to work weekends, holidays, and evenings - required
Must be able to stand and walk for up to 8 hours - required
Guest relations, problem solving, training, accounting - required
Full service branded hotel experience-preferred

Front Office Manager Resume Examples & Samples

Maintains high Vail Resorts standards throughout daily assignment and assists the front desk agents and supervisors in doing the same
Responsible for the following departments: front desk, concierge, PBX, and bell/valet
Village at Breckenridge and executive management to employees, guests, visitors, and vendors
Sets standard for the staff-upholding the requirements of Vail Resorts as well as standards communicated by executive management
Creates, trains and implements Daily Standard for staff
Takes immediate corrective action when guests' needs are not met

Front Office Manager Resume Examples & Samples

Must be on call for emergencies and questions
Posting, hiring, coaching, training, and disciplining all front office positions
Shop the bell staff, door staff, concierge, and front desk staff with RockResort tablet at least once per week
Responsible for labor and expense for rooms department and for attending P and L reviews
Assist with development of revenue, labor, expense, and capital budgeting
Own all site tours, owner of the day, and potential owner experiences
Speak with new owners and promote the VR rental program
Own all guest complaints and ensure management of Market Metrix responses
Ensure all checklists and MOD’s for all front office departments are completed and filed as necessary
Ensure MOS’s are completed and filed each day
Inventory, ordering, etc of the Market
Represent the Front desk in pre-con meetings and ROCS
Conduct daily pre-shift meeting to include RockResort standard of the day and safety topic of the day
Develop and manage One Ski Hill Place/Crystal Peak Lodge VIP/Owner arrival program
Audit all websites during off season for content
Create schedule and manage payroll and PTO requests

Front Office Manager Resume Examples & Samples

Knowledge of Grand Teton National Park and surrounding area
Working knowledge of maintenance
Knowledge of Visual One
Hospitality Background
Excellent Customer Service and problem solving skills

Front Office Manager Resume Examples & Samples

College degree required. Focus on Hospitality or Business Management preferred
Minimum four years of Hospitality experience
Two years of hospitality management experience. Prefer prior opening experience
Microsoft Office, Hotel Management systems preferred
Ability to read and comprehend complex correspondence. Ability to effectively present detailed information both verbally and in written form to guests, fellow managers and employees throughout the organization

Front Office Manager Resume Examples & Samples

Manage lodging inventory
Provide quality check in and check out experience to our guests
Manage Front Desk forecasts and budget
Hire, train, develop, coach, and discipline employees. Insure team knows how to effectively handle guest issues
Insure Front Desk policies and procedures including cash handling, voucher handling, guest adjustments, guest satisfaction and other procedures and standards are followed
Work closely with other departments including reservations, sales, conference services, property management, guest services, accounting
Be a team player and be willing to work where needed even if it is not within the department
Attend necessary meetings
Have passion for the job and help fulfill the Mission and Values Vision of Vail Resorts

Front Office Manager Resume Examples & Samples

Plan and oversee the scheduling of work, shifts and vacations of the Front Desk and night audit
Supervises the Front Desk to provide services 24 hours a day 7 days a week
Responsible for training staff
Coordinates registration functions for all guests
Recruits, hires, and trains front desk and night audit staff utilizing training programs established in conjunction with ARAMARK, and conference center client
Oversees front desk tasks to include
Guest orientation of the local area and the conference center facilities
Preparation and hand out of parking passes, proximity cards and other orientation information
Proper telephone service techniques and PBX operation
Handling of guest mail, messages, and special deliveries
Distribute, replace and safeguard room keys and safety deposit box keys as required
Night audit functions
Maintain a limited supply of sundries
Notification and processing of an express check out process
Maintains adequate change bank to support the guest service needs
Work with the Controller to establish and implement working shift checklists
Manage the Front office and night audit within established departmental budgets
Provide a monthly written Department Status Report submitted to the General Manager
Design and implement training programs to ensure that all-front desk staff are well versed on daily job functions, safety awareness, and ARAMARK policies and procedures
Maintain all MSDS information as per OSHA requirements
Coordinate routine maintenance and repair of all equipment to prohibit an interruption of service
Oversee all administrative functions that include/ but not limited to; scheduling, payroll, counseling, etc
Design and implement Quality Assurance Programs effectively utilizing daily inspections of all areas of responsibility that include reviews with employees to address areas in need of improvement
Responsible for ordering, storing and maintaining inventory of all the supplies necessary to perform daily operations
Maintain a key issuance and control program that ensures total key control and quality assurance
Communicate closely with all departments to ensure guest satisfaction
Establish, implement, and follow all emergency procedures
Perform any or all other duties as assigned by General Manager
Manage active departmental participation in training programs
Daily interaction with the client staff and FDIC Corporate University Registrar to coordinate classroom blocks and individual reservations
Requires minimum of 5 years of related experience
Must have experience in management or supervisory position
Experience in all facets of providing guest services
Strong organizational abilities are essential

Front Office Manager Resume Examples & Samples

Primary responsibility to manage front office operations for Condominium Front Desk; this includes FIT, group, homeowner and walk-in business who utilize the front desk and management coverage of PBX and Guest Services operations
Coordinate remote check-ins as required by group sales and work closely with front office managers of The Inn at Keystone and the Keystone Lodge and Spa in order to provide a seamless and cohesive experience for resort guests and employees
Hire, train, develop, coach, and discipline employees. Ensure team knows how to effectively handle guest issues bring guest concerns to proper resolution
Efficient use of labor and supplies per budget, monitor room inventory and work with sales and reservations to maximize revenue and solve oversell issues, maintain all supplies, maintain all equipment in good working order, provide a safe environment for employees and guests, ensure clean and organized front desk and public areas, strict adherence key control, ensure proper company cash handling procedures, enforce policies and procedures to maximize walk-in revenue
Ensure Front Desk policies and procedures including cash handling, voucher handling, guest adjustments, guest satisfaction and other procedures and standards are followed
Attend pre-conference meetings and work with our conference services and sales teams on group arrivals. Work side-by-side with the front desk staff to ensure they are well organized with an updated resume book, packets prepared, appropriate number of staff and staff properly briefed with the appropriate information for group arrivals, billing and deposit issues, work with group leaders on any issues from the time they check-in to check-out
Respond orally and in writing to guest correspondence
Work with the housekeeping and maintenance managers and employees in maintaining the common areas, grounds and room condition
Attend appropriate company training courses within the specified time frame
Maintain and enforce the Brand Standards of Guest Service during check-in, check-out and on the phone
Previous front office management experience required
Previous experience with LMS

Front Office Manager Resume Examples & Samples

Handle guest issues in a professional and timely manner
Manage lodging and surrounding Condo inventory to maximize room revenue and hotel fills
Provide quality check in and check out experience to our guests adhering to all Vail Resorts Brand Standards
Provide quality upsell services thru Concierge programming to our guests
Prepare for all group arrivals
Manage Front Desk and Parking budget
Prepare schedules for Valet/Bellman, Van Drivers, Concierge and Front Desk. Team of approx 20 - 25
Hire, train, develop, coach, and discipline employees
Insure team knows how to effectively handle guest issues
Work closely with other departments including but not limited to housekeeping, reservations, sales/conference services, food and beverage, mountain guest services, activities/dining and lodging guest services
Have passion for the job and help fulfill the Mission, Values, and Vision of Vail Resorts
Strive for continuous improvement

Front Office Manager Resume Examples & Samples

Ability to prepare statistical reports
Ability to deal effectively with all levels of internal/external customers
Ability to identify trends and interpret complex documentation related to patient services
Ability to establish work priorities
Ability to develop area goals and assist in ongoing development and refinement of practice billing procedures
Analytical ability to assess and disseminate detailed information; and
Interpersonal skills sufficient to direct the work activities of staff and to communicate with department administrative staff and clinicians

Front Office Manager Resume Examples & Samples

Either previous experience of this role in a similar hotel or be currently at Assistant Front Office Manager level
Previous experience in emergency response and duty management
Excellent spoken and written command of the English language, other languages are beneficial

Front Office Manager Resume Examples & Samples

Ensures that the team has the capabilities to meet expectations
Leads by example demonstrating self-confidence, energy, passion and enthusiasm
Assists employees in understanding guests’ ever-changing needs and expectations, and exceeding them
Publishes all Guest Feedback results in a timely fashion including all Guest forms, comment cards, Mr. BIVs and guest letters with support from the DOQ
Extends professionalism and courtesy to employees at all times
Communicates/updates all goals and results with all team members
Meets with Leaders frequently on a one-to-one basis and keeps permanently connected to the rest of the team to collect and give feedback
Assists/teaches the team scheduling against guest and hours/occupied room goals
Plans, organizes and executes continuous development of Soft Redo Program and CARE
Controls, organizes the permanent compliance of the Rooms Matrix and standards as per Ritz-Carlton requirement
Provides excellent customer service by being and permanently meeting with our guests
Takes proactive approaches when dealing with guest concerns or complaints
Extends professionalism and courtesy to guests at all times
Responds timely to customer service department request
Ensures all team members meet or exceed all hospitality requirements to create Ritz-Carlton guests for life
Supports required biannual Marriot Brand Standard Audit conducted by the Director of Quality and the Director of Operations
Full compliance of all Corporate Audits and Mystery Shops ( FHR, BARE)
Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence

Franchised Front Office Manager Resume Examples & Samples

Capable and willing to work when business demands are greatest, seven days a week 24 hours a day. Rotates weekend coverage with AGM and GM Between these three positions, there will be coverage seven days a week
Maintain standards of guest services and a consistent guest experience as documented by Marriot and AAA ratings
To ensure that the Front Desk operates at peak efficiency to give a maximum utilization of guestroom availability in attaining high occupancies and with minimum overbooking. To ensure the accuracy of the Front Desk and PBX records with direct and open lines of communications to other departments within the hotel
Through proper Front Office rooms merchandising procedures, to ensure management of the integrity of the rate structure, Front Office salesmanship
To ensure all Front Office systems and controls procedures comply with corporate policy and procedures, as evidenced by Internal Audits, and minimum levels of bad checks and bad debts
Monitor Log Book ePRL to assure speedy follow through of guest issues/concerns
To ensure all Front Office payroll costs and other expenses are properly monitored and controlled in accordance with The Saint Hotel budgets and monthly updates
To maintain open and clear communication with all internal departments
Takes a lead role in marketing efforts to include Rewards Club and Guest
To ensure accurate scheduling based upon occupancy forecasting and respond appropriately to inflations in business
In conjunction with night audit staff, ensure timely and accurate reporting of daily operating results and statistical information as related to revenue and expenses
Maintain a thorough knowledge of the facility and up to date knowledge of services
Have thorough knowledge and property specific marketing programs and operations

Franchised Front Office Manager Resume Examples & Samples

Proficient with PMS system and related systems
Comprehensive knowledge of front desk operational procedures
Working knowledge of Bell Stand, Switchboard operations and Concierge/Guest Services operational procedures
Good negotiation skills
Basic legal knowledge related to hotel operations

Franchised Front Office Manager Resume Examples & Samples

Must be available to work PM and weekend shifts
Passion and commitment to the business at an ownership level
Oversee Guest Services to inspire loyalty and maximize profitability
Participate in community and industry organizations as the hotel representative
Manage guest relations in the most positive and effective manner
Ensure compliance with brand standards as well as Pearl standards and procedures
Ensure that all department associates maintain hotel cleanliness, maintenance and asset management
Maintain effective and open communication
Conduct Pearl required daily and weekly meetings with enthusiasm and commitment to success
Train department associates to deliver the highest performance
Timely execution of associate evaluations
Must be capable to successfully prioritize, delegate, organize and multi-task
Must be compliant of brand standards and Pearl standards and procedures
Must be able to analyze monthly P&L for ongoing control of expenses and maximization of revenue
Train all personnel to deliver the best product at the highest brand and procedural standards
Proactively monitor guest satisfaction and effectively increase scores in each area
Interact positively with customers and take action to resolve issues to maintain high guest satisfaction
Comply with attendance rules and be available to work on a regular basis
Effectively create a weekly schedule that reflects the occupancy for effective cost control
Must comply with security controls for cash and shift drops
Assists Front Desk as needed with unresolved issues which arise and takes a hands-on approach
Reviews pass-on log and security log for issues which need action
Performs the function of “manager on duty” and is the first point of contact for any issues that arise
Continuously evaluates the work performance of Front Desk Staff and provides ongoing coaching
Operational knowledge of reservation and national sales process
Must maintain a safe working environment through ongoing compliance of safety guidelines
Treat guests, associates, vendors and co-workers with professionalism and respect at all times
Ensure emergency procedures are understood by all through ongoing training and documentation
Must be able to coach and counsel and provide clear and concise direction
Be able to work well under pressure and meet or beat deadlines
Microsoft Word and Excel

Front Office Manager Resume Examples & Samples

Education: Bachelor’s degree in hospitality or related field
Communication Skills: Proficient in communicating in the English Language, ability to speak a foreign language desired. Ability to handle challenging situations and able to communicate with confidence, respect and humility
Professional Experience in Hospitality: Progressive experience in Rooms gained over the last 7 years in a 5 star luxury property, 2 years of which would have been spent as a Front Office Manager. Well versed in the local area and able to relate to various cultures and groups
Leadership Experience: Demonstrated skills in leading a diverse team with varying degrees of experience and talents Able to teach and inspire team members to be their best everyday

Front Office Manager Resume Examples & Samples

Minimum 3 years' previous management experience in Front Office operations
Proven ability to guide and coach team members
An operational knowledge and proficiency in Property Management System
Excellent leadership, written/verbal communication and interpersonal skills
Highly organized, results-oriented with the ability to be flexible and work well under pressure

Front Office Manager Resume Examples & Samples

Maximize rooms revenue through participating in yield management meetings and implementing, supporting agreed upon Revenue Management strategies and practices
Balance operational, administrative and Colleague needs
Previous leadership experience required

Front Office Manager Resume Examples & Samples

Maximize rooms revenue through participating in yield management meetings and implementing and supporting agreed upon Revenue Management strategies and practices
Previous Front Office Manager experience required, ideally in a luxury hotel
Pre-opening experience an asset

Front Office Manager Resume Examples & Samples

Ensure that standards are maintained at a superior level on a daily basis
All room types, numbers, layout, decor, appointments and location
Room availability status for any given day
Scheduled daily group activities / VIP’s
Meet with Supervisor to review daily assignments and priorities
Access all functions of computer system
Set up work station with necessary supplies
Ensure that guest & Night Audit standards are maintained at a superior level on a daily basis. Anticipate guests’ needs, respond promptly and acknowledge all guests & maintain positive guest relations at all times
Resolve guest complaints, ensuring guest satisfaction. Maintain complete knowledge of: Hotel features/services, hours of operation, room types, numbers, layout, décor, appointments and location, room rates, special packages and promotions. Daily house count and expected arrivals/departures, guest room availability status & daily group activities
Pick up, count and maintain bank. Secure bank at all times
Read the log book daily, and record all pertinent information in the log book
Process currency exchange and payments to guest accounts
Process adjustments, rebates, paid outs and credits as required
Operate P.M.S. (Property Management System) and maintain security of system. Verify and makes corrections to the Room Rate Report
Post and audit Banquet charges. Adjust outside Vendor activity. Reconcile telephone calls and miscellaneous accounts. Backup computer system files
Verify that all checks are closed and close and logs any open check in the P.O.S. (Point of Sale) system. Prints Food & Beverage end of day reports
Audit Food & Beverage cashier’s work and correct discrepancies.Audit Rooms Cashier’s work and correct discrepancies. Audit all miscellaneous charges. (Banquets, Bars etc.)
Verifies package postings on house accounts
Input all sales figures into the P.M.S. and balance all accounts (Property Management System). Run Room & Tax verifying that all room rates posted. Verify Cashier’s Report to drop log and paperwork. Record room statistics
Close P.O.S. after all work is balanced. Run end of day program and close day. Check that interfaces are up and running
Run daily Flash Reports and distribute accordingly. Run morning reports and backup reports and distribute accordingly. Print express check out folios and distribute. Sign out and brief relief. Review Night Audit checklist and verify that all work has been completed
Fill out and deposit payment and corresponding checks. Review status of assignments and any follow-up action with on-coming Supervisor
Promote positive guest relations to all individuals approaching the Front Desk
Process all guest check-ins
Confirm reservation in system and review all noted information
For guests without a reservation, sell a room type agreed upon
Register guest in the computer
Verify reservation information with the guest (departure date, room type)
Obtain back-up information for guest credit/payment method and input into system; collect cash when designated
Assign guest room
Advise guest of any messages, mail, faxes, etc. received for them
Communicate services and amenities of the hotel to guests
Obtain proper identification for tax exempt guests and attach form to registration card
Direct Bell Person to escort guest and transport their luggage to the room
Maintain guest history files on all guests
Communicate VIP arrivals to designated personnel for escort and delivery of amenities
Set up accurate accounts for each guest checking in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp)
Handle overbooked or “walked” guests
Accommodate room changes
Document all guest requests, complaints or problems
Take, record and relay messages accurately, completely and legibly
Issue safe deposit boxes to guests and ensure security of keys
Distribute all guest and department mail
Block rooms in computer and follow through on designated requirements
Pre-register designated guests and prepare key packets
Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
Process all check-outs
Resolve any late charges
Present folio to guest and resolve any disputed charges
Settle guest accounts
Retrieve guest room key from guest
Solicit guest comments on their stay
Process express check-outs
Handle requests for late check-outs
Conduct group check-ins/outs
Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges
Make change for guests
Cash guests' personal checks/travelers checks
Post charges
Run closing reports
Count and secure bank
Complete designated cashier reports
Balance receipts
Drop receipts
Document pertinent information in the log book/ Opera/HotSos/Front Desk Checklist
Previous experience as a Front Desk Manager/Supervisor in a luxury hotel. Experience working in a union environment preferred
High school diploma
Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data
Skills: Ability to input and access information in the property management system/computers
Required to speak, read and write English, with fluency in other languages preferred
Requirements: Must be able to exert physical effort in transporting 25 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding
Certifications: None required

Asst Front Office Manager Resume Examples & Samples

A 2year college degree and at least 3 years of related experience required. At least two years of supervisory experience required within an unionized property
Management experience in hotel industry preferred
Must be proficient in Windows, Company approved spreadsheets and word processing
Knowledge of FMPMS & Marsha systems preferred

Front Office Manager Resume Examples & Samples

A 4-year college degree and at least 1 year of related luxury hotel experience
Supervisory experience required
Must be proficient in Windows, Word, Excel, and Power Point. Maestro knowledge is preferred

Asst Front Office Manager FS Resume Examples & Samples

Manages the operation of the Front Office and related areas
Creates the first impression by supervising the door, bell, PBX, parking, concierge, guest services and front office areas
Participates in the development and implementation of processes and procedures for assigned departments which support achievement of service and financial goals
Prepares and analyzes reports in order to develop an informative database for decision making and to communicate upcoming business throughout the hotel
Analyzes business forecasts and schedules accordingly
Ensures that front desk handles billing and cash in accordance with hotel’s standards
Plans and coordinates hotel housing activities by working closely with Sales, Catering, Housekeeping and other departments
Ensures seamless transition during shift changes by developing and implementing processes for shifts to communicate with one another
Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction

Front Office Manager Resume Examples & Samples

Adhere to guest service requirement listed above
Adhere to established department and property policies and procedures regarding guest service standards
Coach, monitor, and develop team members for improved performance
Issuing timely performance evaluations on subordinates and offering guidelines and resources to achieve goals
Must maintain the strictest confidence of any and all confidential information disclosed by an Ameristar entity
Hire, train, and supervise front desk/office supervisors
Maintain expected levels of service and cleanliness in rooms-divisions
Remain abreast of industry trends and design programs to encourage high level of employee performance
Establish and maintain guest service standards in all respective departments approved by director
Maintain and update hotel systems and procedures to maintain the highest performance levels
Develops and monitors hotel room rates with the guidance of the Director of Hotel Operations
Completes hotel room occupancy projections
Review all rooms division rate requests
Evaluate department supervisors annually
Provide key communication link between critical departments i.e. Marketing, Food & Beverage, and Gaming
Provide senior management with recommendations for capital improvements as well as routine maintenance requests
Organizes prospect files by listing information, such as names of officials and plans for conventions, to be used for promotional purposes
Directs workers engage in preparing promotional correspondence with travel bureaus, business, and social groups
Confers with department heads to discuss and formulate plans for soliciting business
Oversees budgetary process for respective departments
Assists with product selection for retail outlets
Oversees development and administration of sales programs/packages
College graduate preferred in Business Administration, Hospitality Management or related field
Three to five years experience in hotel management or equivalent work experience
Thorough knowledge of hotel rooms division departments
Knowledge and experience in management
General knowledge of Microsoft Word, Excel, and Outlook is a plus

Front Office Manager Resume Examples & Samples

Ensure efficient guest registration, check out, concierge, bell staff
Observe front desk and ensure that their duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, calls are handled both courteously and professionally, calls are answered on a timely basis and the proper greetings are used, messages and faxes are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner, and ensure follow through
Direct and train front desk staff and operators
Assist in new-hire and on-going training
Direct Assistant Front Office Managers to ensure that all work is completed efficiently and according to schedule
Ensure all necessary reports and forms are completed daily
High school Diploma or equivalent education required. Bachelor’s Degree preferred
For Union properties only: Must possess a minimum of three (3)to five (5) years Hotel and/or Food and Beverage operational experience in a Union environment. Must have strong and proven knowledge and practice of Hotel Collective Bargaining Agreements (will be subject to a skill test during interview process)
Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations
Move, lift, carry, push, pull, and place objects weighing less than or equal to 15 pounds without assistance
Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity

Asst Front Office Manager Resume Examples & Samples

Responsible to ensure the proper work of the overall Front Office operations
Responsible to keep all FO Standards and Procedures
Responsible to ensure that all Financial and Audit Procedures are respected
Responsible to be direct supervisor of the Audit procedures

Overnight Front Office Manager Resume Examples & Samples

Communicates effectively both verbally and in writing to provide clear direction to staff. Assigns and instructs guest service, front office, housekeeping, security, engineering and food and beverage associates in the details of work. Observes performance and encourages improvement
Attend daily operations meetings which include review of operations, standards, hotel and departmental procedures and operating issues
Ability to understand and follow written and or verbal instructions in English
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information
Sufficient manual dexterity in one hand to be able to load and unload luggage

Front Office Manager Resume Examples & Samples

Ensure regular and VIP Guests are recognized and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme
Set departmental objectives, work schedules, budgets, policies, and procedures
Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand polices and practices
Manage staff performance issues in compliance with company policies and procedures

Franchised Front Office Manager Resume Examples & Samples

Must have a comprehensive knowledge of the English language to effectively communicate with guests, associates, and vendors
Ability to assist with the design and preparation of statistical reports and presentations as needed
Must attend required meetings and demonstrate the ability to accurately report information
Ability to assist with various accounting department tasks as needed
Ability to scrupulously follow all StepStone and hotel policies and procedures

Front Office Manager Resume Examples & Samples

Manage Assistant Front Office Managers and/or related department leads such as Bell and PBX Supervisors
Must be proficient with OPERA PMS
Drive core values to positively impact both Employee and Guest Satisfaction scores
Represent and/or assist Hotel Manager in all necessary meetings, as required, to ensure effective inter-departmental communication
Maintain the ethos, brand integrity, core values and operational standards to ensure all Front Office areas are well maintained
Liaise with Hotel Manager/General Manager on all issues/feedback raised in internal and external reports, including InnsQore and Sterling guest surveys
Manage upselling opportunities, email capture and other Front Office initiatives
Handle guest queries and requests as needed
Record all/any incidents that occur in the hotel, log and follow up with the Hotel Manager
Ensure that all potential hazards are reported immediately, addressed and followed through to ensure issues rectified
Ensure guest privacy and security, respecting confidential information and 100% compliance with MHG confidentiality policy
Ensure compliance with hotel credit policy and Standard Financial Procedures
Meet and welcome regular and VIP guests
Know the current & future availability situation at any given time, and also future availability
Have complete knowledge of all hotel features (and MHG Group) and services including Food & Beverage outlets (menu, price range, promotions, opening hours), Business Center (facilities, charges), Spa/Gym (facilities, opening hours), etc
Be familiar with all hotel room types, numbers, layout, locations, rates
Be familiar with special packages, short & long-term promotions (hotel, outlets, spa), and pass on to Sales Department any possible leads which could develop into future business
Know of all arrivals/departures and ensure guest names are used at all times
Ensure all Front Office work areas (front and back of house) and equipment are clean and well maintained, and report defective materials/equipment to Hotel Manager
Undertake and complete any special projects, tasks or other reasonable request by Hotel Manager, and be available for emergency call out
High School Diploma or equivalent required, Hospitality Degree preferred
Move, lift, carry, push, pull, and place objects weighing less than or equal to 35 pounds without assistance
Ability to spend extended lengths of time viewing a computer screen

Franchised Front Office Manager Resume Examples & Samples

The hotel operates 7 days a week, 24 hours a day
Schedules must accommodate fluctuating business demands and associates may be asked to work shifts other than those they prefer or normally work
Participate in Manager on Duty coverage program requiring weekend stay-over

Front Office Manager Resume Examples & Samples

Provides directions and makes decisions in matters that directly affect the guest’s experience in a positive fashion
Schedules the front office staff in order to provide services 24 hours, 7 days a week
Provides training in the areas of guest service, emergency procedures and safety
Communicates to all levels of the organization regarding front office operations
Plans, leads and facilitate registration functions for all guests
Guides, develops and manages the Assistant Front Office Manager and the front office staff
Assigns the following functions to the front office staff
Guest orientation of the local area and Asilomar Conference Grounds
Assist in the oversight of Park Store/Retail employees
Responsible for adequate change bank in order to support the guest service needs
Participates in Quality Assurance Programs that include daily inspections and reviews to address areas in need of improvement
Assists with storing and inventorying of supplies necessary to perform daily operations
Works within the key issuance and control program to ensure total key control and quality assurance
Active departmental participation in training programs as directed by the Operations Manager
Follows Aramark policies and procedures and safety policies
Employee is responsible for general knowledge of corporate environmental policies and procedures and how they relate to their job functions. Corporate policies and procedures are posted on bulletin boards
A four-year college degree or associates degree in an area of Hospitality, Facilities or Business Management or equivalent experience
Minimum of 2 years-experience in a similar position

Front Office Manager Resume Examples & Samples

To maximize rooms revenue through participating in yield management meetings and implementing supporting agreed upon Revenue Management strategies and practices
To conduct regularly scheduled departmental meeting
To balance operational, administrative and Colleague needs

Front Office Manager Resume Examples & Samples

Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc
Ensure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Highgate Hotel S.O.P.'s
Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming
Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department
Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel standards
Establish and maintain key control system
Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores
Review daily Front Office work and activity reports generated by Night Audit
Review Front Office log book and Guest Request log on a daily basis
Be familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or V.I.P. programs, and the standards and procedures for each
Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs
Conduct meetings according to Highgate Hotel standards as required by management

Front Office Manager Resume Examples & Samples

To be considered for this role, you will possess a College degree in Hospitality Management, minimum of five years hotel experience including rooms and food and beverage, including at least three years as a Department Head in Rooms Division
You will have excellent personal presentation and interpersonal skills, good problem solving ability and be proficient in Hotel property management systems, in particular Opera and Micros Fidelio. You will be fluent in reading, writing and spoken English language skills
Strong supervisory and managerial skills are essential, with outstanding demonstrated coaching and development skills

Front Office Manager Resume Examples & Samples

Oversee the operational activities of Front Office / Guest Relations / Concierge team
Anticipate and address guest issues and establish proactive processes to promote guest satisfaction
Effective supervision of all guest arrivals and departures ensuring that room allocations and check in/out processes follow set procedures and are guest-focused
Effectively use the results and feedback from guest reviews to improve product and service delivery
Implement guidelines, policies and procedures for the operating departments

Front Office Manager Resume Examples & Samples

3 years experience in the guest services, front desk and food & beverage areas
Runs Front Desk shifts whenever necessary and supports F&B operation
Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk & F&B goals to produce desired results

Front Office Manager Resume Examples & Samples

Manages the staff at the Front Desk, ResCom, Bell Desk and oversee Valet services. Directs all activities of the Asst. Front Office Managers and the Night Manager to ensure communications and follow-up on any problems, guest requests or special requirements. Interviews, trains and schedules the staff. Conducts Performance Evaluations and disciplines staff when needed
Reviews and monitors schedules of staff in other department of responsibility. Monitors their activities to assure that standards are being met, staff is being supported and guest needs are being met
Coordinates arrivals, departures and billing requirements. Blocks rooms for arrivals and ensures any discrepancies are resolved. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups
Assures that all financial and credit procedures are followed. When taking a shift at the desk, follows up on credit problems. Reviews all paid-outs, rebates, Petty Cash disbursements and Direct Billings. Checks cashiers’ work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements
Takes action in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees when senior managers are not available. Responds swiftly and effectively in any hotel emergency or safety situation

Front Office Manager Resume Examples & Samples

3-5 years progressive front office experience with at least two years at the front office management level in a luxury hotel
Must possess strong interpersonal skills with emphasis on professional communication and organization
Must be computer literate and proficient with the Microsoft Office Suite and hotel property management systems (preferably Opera)
A degree or diploma in Hotel Management or equivalent preferred

Front Office Manager, Saudi National Resume Examples & Samples

To lead and manage all aspects of the Front Office department and ensure all service standards are followed
To manage the departmental budget
To assist guests regarding hotel facilities in an informative and helpful way
To follow department policies, procedures and service standards

Assistant to Front Office Manager Resume Examples & Samples

1) Ability to enforce hotel's standards, policies and procedures with Front Desk staff
2) Ability to prioritize and organize work assignments, delegate work
3) Ability to direct performance of staff and follow up with corrections where needed
4) Ability to motivate staff and maintain a friendly team
5) Ability to determine departmental training needs and provide such training
6) Ability to think clearly, analyze and resolve problems exercising good judgment
7) Ability to focus on details
8) Ability to suggestively sell available rooms
9) Ability to input and access information into system
10) Ability to remain calm and courteous communicating with problem guests or in difficult situations
11) Ability to show initiative and perform under pressure of any arrivals/departures within any given period of time according to standards
12) Ability to ensure security and confidentiality of guest and hotel information
13) Ability to work without direct supervision
1) Previous experience in guest relation department
1) Show knowledge of
All room rates, special packages and promotions
Scheduled in-house group activities, locations and times
All hotel and departmental policies and procedures
2) Meet with departing Front Desk agents to review business status and follow up items
3) Access all function of computer system according to established procedures and standards
4) Answer department telephone within 3 rings, using correct greeting and telephone etiquette
5) Check Front Desk and storage areas for proper supplies, organization and cleanliness. Instruct designated personnel to rectify any cleanliness/ organization deficiencies
6) Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business
7) Ensure that current information on rates, packages and promotions is available at the Desk and that all staff is knowledgeable on such
8) Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations
9) Review the previous day's occupancy and room revenues; resolve discrepancies with Accounting

Front Office Manager Resume Examples & Samples

Responsible for the efficient and professional running of the front desk, including relationships with other departments
Ensure smooth check-in and check-out of all guests, through properly handling guest accounts
Deal with any guest requests and problems and satisfy their needs within acceptable guidelines
Be prepared to perform all front desk functions, including switchboard, business center and guest relations
Lead by example; provide a gracious and aggressive hospitality towards all customers
Be highly familiar and adhere to all policies, procedures and standards
Assist all associates with questions or problems that might occur

Front Office Manager Resume Examples & Samples

Primary responsibility to manage front office operations for Condominium Front Desks; this includes FIT, group, homeowner and walk-in business who utilize the front desk and management coverage of PBX and Guest Services operations
Minimum 2 years hospitality supervisory role/roles required, preferably in a front desk environment at a resort/hotel
Proven track record of leading a team in a fast paced high demand customer service environment, processing multiple needs simultaneously, considering multiple perspectives and making solid decisions
Demonstrate ability to effectively interpret and present complex, detailed information, both verbally and in written form, with diplomacy and tact
Previous experience with LMS or other PMS system preferred
Proficiency in Microsoft Office, particularly Excel and Outlook required
Bachelor’s degree strongly preferred
Ability to focus schedule on the afternoon-evening shifts, with additional flexibility for weekends and holidays. While it is the goal to provide our managers with a consistent schedule and days off, peaks of the resort business will require adaptability in this regard

Front Office Manager Resume Examples & Samples

An experienced Front Office Manager (2 years or more), you will have extensive Rooms experience in the 5* luxury market. Previous Hyatt experience is preferred
Highly organized, you will be self-motivated and a strong influencer, able to communicate effectively at all levels
A natural coach, you will feel comfortable training and mentoring your team
Developing your team will be one of your priorities, as will creating a supporting and caring environment that allows your people to be their best
With a passion for excellent service and care, your attention to detail will be the best fit
You will be happy to be hands on, but be prepared to unleash your team to meet their full potential
Experienced in effective rostering to meet business requirements, you will ensure efficient productivity levels

Front Office Manager Resume Examples & Samples

Meet and exceed the expectations of our customers and clients
Supervise and monitor team members to ensure a high level of guest service is delivered at all times. Empower staff to answer questions and make appropriate decisions
Develop and be accountable for a safety culture that creates a work environment where no one gets hurt
Maintain the highest level of Customer Service and Professionalism by understanding all aspects of customer service and hospitality
Directly participate and support all Operations of the Front Office areas
Maintain budget guidelines as set forth by immediate Supervisor, Controller, or General Manager and establish and track cost savings wherever possible
On a daily basis, review all Pass-On, Checklists and Night Audit information and conduct any necessary follow-up
Meet with the Front Office team to review issues, disseminate information and formulate a plan of action each week
Maintain constant knowledge of current and future functions and events
Respond to all requests and takes ownership of all issues, ensuring proper outcomes and solutions
Resolve guest, client and staff issues with efficiency and diplomacy
Responsible for clear and timely communications relative to all Front Office Operations
Responsible for coordinating in Property Management System all Out of Order Rooms, Special Requests, Room Blocks and Guest Profiles
Prepare all Staff Schedules: minimizing overtime hours, honoring schedule restrictions, Time off Requests, and business demands
Responsible for submitting accurate Payroll Records
Handle all discipline issues within the department, prepare documentation and meet with employees
Ensure departmental projects are completed in a timely manner
Ensure all employees are in accordance with the policies and procedures set forth in the employee handbook
Recruit and train all Front Office personnel
Oversee all Front Office operations
Associate Degree or Bachelors Degree in hospitality field preferred
Further courses in guest services preferred
A strong knowledge of personal computers is essential. Experience with PMS, POS and STS preferred
Three years in hospitality services or like environment performing like duties as an Assistant Front Office Manager
Two years management experience
Must be able to lead, motivate, and communicate effectively with others
Commitment to the mission of the conference center
Valid Driver’s License and ability to drive a Commercial Motor Vehicle

Front Office Manager Resume Examples & Samples

In conjunction with the Emergency Response Team prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, Bomb Threat, Cyclone Warnings, etc
Works with Director of Finance in the preparation and management of the Department’s budget
Japanese : Business level
Problem solving, reasoning, motivating, organizational and training abilities
Strong Leadership skills in managing teams

Front Office Manager Resume Examples & Samples

Promote Inter-Hotel sales and in-house facilities and monitors Front Office Marketing techniques in line with FIT marketing program
Know system recovery procedures
Interpret computer reports
Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees
Communicate to the General Manager of his/her delegate all information likely to be of interest to them such as the expected arrival and departure of VIPs and all other pertinent information
Maintain all procedures and adheres to them within the IHG guidelines; in particular with emphasis on hotel credit policy

Front Office Manager Resume Examples & Samples

The personality and enjoys working in a boutique hotel
Lead a Front Office team in a midscale to luxury hotel
The passion to deliver personalised service experience to hotel guests
Ensures the team members are properly trained systems, security and cash handling procedures, and services and quality standards

Front Office Manager Resume Examples & Samples

Is a team player and contributes to ensure the smooth operations of the Front Department
Preferably has a certification/ basic knowledge in Hospitality/ Tourism
KEY RESPONSIBILITIES
Ability to manage complex relationships
Bachelor’s degree in Hotel Administration, Business Administration or equivalent

Front Office Manager Resume Examples & Samples

Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate
Implement company and franchise programs and manage the operations of the Front Office (Front Desk, PBX, Bell Stand, Concierge, Transportation, and Valet) to ensure compliance with LSOPs and SOPs and to ensure an optimal level of quality service and hospitality are provided to the hotel customers
Prepare forecasts and reports and assist in the development, implementation and monitoring of the budget to maximize revenue and minimize expenses while ensuring adequate supplies and staff are on hand to provide top quality customer service
Resolve customer complaints, anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality
Interact with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and revenues
Ability to work AM, PM, night audit shifts, including weekends and holidays
3 – 5 years previous Front Office Manager experience with a full service hotel
Ability to read, write and speak the English language fluently
OnQ PMS experience preferred
Stand, sit, or walk for an extended period of time or for an entire shift
Good telephone etiquette skills
Self-starting personality with an even disposition
Maintain a professional appearance and manner at all times
Must be willing to “pitch-in” and help co- workers with their job duties and be a team player
Basic mathematical skills and ability to make accurate mathematical calculations
Ability to effectively deal with guest and employee concerns in a friendly and positive manner

Front Office Manager Resume Examples & Samples

Maintain self organization and organize the staff
Display sound judgment and possess strong problem solving skills
Follow directions thoroughly
Understand guest's service needs
Direct performance of staff and follow up with corrections when needed
Speak in front of a group
Develop, implement and monitor operational plans
Develop departmental budgets and forecast labor/expenses throughout the year

Front Office Manager Resume Examples & Samples

Ensures that guests' stay at the hotel runs smoothly, helping to provide guest satisfaction at all times thanks to his/her thorough knowledge of the hotel
Ensures the respect of procedures and hygiene and safety standards
Manages and motivates front office teams in line with the brand's recommended behavioural guidelines, in order to provide personalised high quality guest services
Manages headcount and organisation for optimum efficiency in compliance with legislation
Helps the department meet its targets

Front Office Manager Resume Examples & Samples

Deliver on the promise of Sonesta Service in all interactions with guests and clients. Manage according to the Sonesta G.U.E.S.T. standards and instill a passion for customer service in all associates of the hotel. Create processes and procedures to ensure the hotel is properly supplied with all guest amenities, all food and beverage outlets are meeting guest expectations, and the hotel is properly maintained and clean
Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions
Manage the front office and reservation functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest information
Responsible to manage all approvals, billing, and collections of hotel’s Accounts Receivables
Prepare Month End Reporting for the preparation of hotel financial reports
Manage all housekeeping and laundry functions to ensure compliance with quality and brand standards in all areas of the hotel. Establish, implement, and inspect that procedures to ensure all guest rooms and public areas are clean and in proper condition to meet guest expectations and brand standards
Provide regular direction and manage hotel operations to establish and implement procedures to ensure routine inspections of all guest rooms/suites and public areas to ensure all are clean and/or in good repair
Manage both the daily execution of the breakfast, evening social and the pour food and beverage operation, to ensure standards of operation and quality and guest satisfaction are maintained. Ensure the shoppe convenience store is stocked and maintained in an orderly and appealing manner. Monitor inventory and order replenishments in a timely and efficient manner
Ensure the proper process is in place to manage and report on department expenses. Work with the General Manager on the identification of budget variances within the Front Desk, Food and Beverage and Housekeeping departments
Purchase and/or requisition for the inventory to ensure adequate minimum and maximum stocks of all food, beverage, material, and equipment
Monitor and control food and beverage costs and ensure procedures are followed to ensure the security and proper storage of food and beverage products, inventory, and equipment and to minimize waste
Ensure the proper process is in place to manage and report on the human resources and benefits programs within the Front Desk, Food and Beverage and Housekeeping departments. This includes the recruiting, onboarding, training, ongoing performance management, and offboarding of all associates of the three departments
Ensure the proper process is in place to manage and report on the proper use, maintenance and location of all information technology hardware and software provided to the Front Desk, Food and Beverage and Housekeeping departments
Ensure the proper process is in place to manage and report on the purchasing of all supplies needed to manage the hotel. This includes the proper use of any platforms and/or programs to leverage purchasing power and the analysis of hotel spending to identify efficiencies
Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner
Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management
Attend Evening Social and Breakfast events as a representative of the management team of the hotel and to prospect for additional sales leads
Enforce hotel standards, policies, and procedures are in place within the operations departments
Act as “Manager on duty” as required
Regularly sell hotel rooms through direct client contact
Ensure compliance with federal, state and local laws regarding health, safety, and alcohol services
Bachelor’s degree in Hotel Administration, Business Administration or related field preferred
Two years of previous supervisory experience preferred
Previous background from the extended stay industry preferred
Professional verbal and written communication skills
Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances
Ability to prioritize and organize work assignments
Experience with Microsoft Office and Opera systems preferred
Ability to travel including some overnight travel is required
Frequently standing up, bending, climbing, kneeling, and moving about the facility
Will be exposed to commercial cleaning chemicals
Carrying, lifting or pulling items weighing up to 50 pounds
Will be required to obtain a ServSafe certification
Will be required to work mornings, evening, weekends, and holidays
Sonesta Hotels & Other Outlets Discounts

Front Office Manager Resume Examples & Samples

Guest oriented and service minded
Good listening and communication skills
Self-confidence
Excellent presentation
To establish rapport with guests maintaining good customer relationship and handle all guest complaints, requests and enquiries on FO services
To personally and frequently verify that guests are receiving the best possible service
To spend time in the department (during peak periods) to ensure that the department is managed well by the respective team and functions to the fullest expectations
To be demanding and uncompromising when it comes to service standards
Ensures that the hotel's pricing policy is correctly applied (price value, validity and application)
Promote guest loyalty and help to increase the participation in the brand program Le Club
Ensure optimum guest service is provided to maintain the brand RPS as per objective
Keep the management up-to-date with all guests complains, resolution and measures taken to avoid recurrence
To work closely with Engineering Department on maintenance list of guest rooms and public areas
Carries out annual performance appraisals for team members and sets clear targets
Sets up the hotel's pricing policy accordingly and in conjunction with the Revenue Manager, Director of Sales and General Manager
Daily communication with sales team for new leads received on the front desk
Draws up the annual budget for the department, analyses results and implements any corrective actions required
Manages the department's headcount for optimum efficiency\productivity

Assistant to Front Office Manager Resume Examples & Samples

Ability to enforce hotel's standards, policies and procedures with Front Desk staff
Ability to prioritize and organize work assignments, delegate work
Ability to direct performance of staff and follow up with corrections where needed
Ability to motivate staff and maintain a friendly team
Ability to determine departmental training needs and provide such training
Ability to think clearly, analyze and resolve problems exercising good judgment
Ability to focus on details
Ability to suggestively sell available rooms
Ability to input and access information into system
Ability to remain calm and courteous communicating with problem guests or in difficult situations
Ability to show initiative and perform under pressure of any arrivals/departures within any given period of time according to standards
Ability to ensure security and confidentiality of guest and hotel information
Show knowledge of
Answer department telephone within 3 rings, using correct greeting and telephone etiquette
Check Front Desk and storage areas for proper supplies, organization and cleanliness. Instruct designated personnel to rectify any cleanliness/ organization deficiencies
Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business
Ensure that current information on rates, packages and promotions is available at the Desk and that all staff is knowledgeable on such
Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations
Review the previous day's occupancy and room revenues; resolve discrepancies with Accounting
Track actual against budget
Ensure that staff reports to work as scheduled. Document any late or absent employees
Coordinate breaks for staff
Assign work duties to staff in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift. Identify situations which compromise the department's standards and delegate these tasks
Conduct pre-shift meetings/line-ups with staff and review all information pertinent to the day's business
Inspect grooming and attire of staff; rectify any deficiencies
Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel
Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel to include Front Desk staff
Monitor the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situations and assist whenever necessary to help to lessen the pressure and to process the guest expediently
Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys. Handle guest reports on theft from safe deposit boxes according to hotel procedures
Monitor guest mail and ensure that it is processed according to procedures
Monitor and ensure that express check-outs are processed through the system correctly in accordance with hotel check-out standards
Monitor the staff's interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel
Assist staff with their job functions to ensure optimum service to guests
Observe guest reactions and confer frequently with staff to ensure guest satisfaction
Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day
Promote positive guest relations at all times
Monitor and handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction
Assist guests with reports of lost/stolen articles, following hotel policy
Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations
Ensure security of guest room access
Monitor and ensure that all cashiering procedures comply with Accounting policies and standards
Contracted banks
Shortages/overages
Late charges
Petty cash/paid outs
Adjustments
Posting charges
Making change for guests
Payment methods/processing
Settling accounts
Closing reports
Cashier reports
Balancing receipts
Dropping receipts
Securing banks
Review previous night's no-shows, verify and ensure billing of such
Assist accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Office procedures
Assist staff with expediting problem payments
Monitor registration of the foreign guests according to the local laws on registration
Anticipate sold-out situations and know how many rooms are overbooked. Locate alternative accommodations for guests and "walk" guests, following hotel policies and procedures
Audit surrounding area hotels daily for status of rooms, rates, discount rates and packages. Maintain current list of available locations for walk situations
Anticipate low occupancy periods and coordinate blocking of rooms with Executive Housekeeper to minimize labor costs, deep cleaning and maintenance of rooms
Review the arrival report for accuracy and completeness. Check printed registration cards against information on arrival report; rectify any deficiencies with respective personnel
Ensure that all VIP's are pre-registered according to standards
Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns
Print special requests report and block according to specifications
Balance room types daily according to departmental procedures
Print credit check report and review status of each account. Follow up on accounts beyond approved credit limits
Review resumes for arriving groups; organize and coordinate master accounts and check-in/pre-registration procedures
Print and review masters for departed groups; check accuracy and distribute to Accounting
Coordinate delivery time of amenities with Room Service, ensuring timely delivery
Monitor VIP arrivals; greet and escort them to their room
Review requests for late checkouts and approve according to occupancy. Communicate such to Housekeeping
Review all out of order rooms daily with respective departments to determine most current status and estimated date for return to room inventory
Print report on discrepant rooms, research discrepancies and enter current status accordingly
Complete an inspection of all guest room floors, public areas and restrooms daily and rectify deficiencies with respective departments
Complete bucket check nightly according to departmental procedures
Maintain awareness of undesirable persons on hotel premises and escort off property. Contact Security when necessary
Ensure all closing duties for staff is completed before staff signs out
Foster and promote a cooperative working climate, maximizing productivity and employee morale
Respond to all pages by beeper promptly
Prepare and submit daily/weekly payroll records
Complete work orders for maintenance repairs and submit to Engineering. Contact Engineering directly for urgent repairs
Document useful information in department log book
Complete all paperwork and closing duties in accordance with departmental standards
Review status of assignments and any follow-up action with on-coming supervisor
Successfully complete the training/certification process for this position

Front Office Manager Resume Examples & Samples

4 year college degree preferred
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts
Ability to analyze information and make effective judgements

Overnight Front Office Manager Resume Examples & Samples

Carry a cell phone at all times
Prepare and conduct all Guest Services interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s
Participate in required M.O.D. program as scheduled
Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements
Ensure that no-show revenue is maximized through consistent and accurate billing
Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc
Monitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use
At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience
Must have a valid driver’s license from the applicable state
Maintain high standards of personal appearance and grooming, which include wearing nametags
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary

Asst Front Office Manager Resume Examples & Samples

Assists and often leads guest service training initiatives within the front office department
Maintains a friendly and caring demeanor at all times in a fast paced environment
Demonstrates team work by co-operating and assisting colleagues as needed
Maintains a house bank and keeps an accurate report of daily receipts and deposits
Is able to find guest centric solutions
Resolves guest complaints to the satisfaction of the customer by being guest centric, friendly and caring. Communicates to Management any problems, complaints or unhappy guests
Responds quickly to all guest requests in a caring friendly and professional manner, consistently follow up to ensure guest satisfaction that meets and exceed our services standards
Maintains a good relationship with repeat guests and their special requests
Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shifts as well as communicates effectively the policies and procedures to other team members of the hotel
Attends all mandatory meetings and training classes
Has knowledge of the hotel’s surrounding area, such as pharmacies, theaters, Public Transportation, Retail, and Restaurants etc
Completes all checklists as assigned
Supervisory experience required. Labor experience and OPERA experiences preferred
Long hours sometimes required. Two overnight shifts with this position
Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects
Ability to stand during entire shift
Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations
Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives

Front Office Manager Resume Examples & Samples

Responds daily all social media feedback, follow up with guest as well as internally
Becomes informed of events/functions in the hotel during shifts
Is able to take or assist with reservations
Is able to assist at PBX
Is intuitive to guest needs, anticipates needs in job performance, being proactive instead of reactive
Is able to supervise a shift when needed
Works closely with Sales and their VIP Clients
Has knowledge of and assists in all emergency procedures as required
Has knowledge of the names, titles and positions of key people within the hotel
A 4-year college degree and at least 1 year of related experience required

Front Office Manager Resume Examples & Samples

Strong leadership and teamwork skills
The desire and tenacity to adhere to procedures
A flexible attitude to working hours and a willingness to cover other shifts as needed
Planning and Time Management awareness
Customer service appreciation and awareness
Daily Departmental management experience
Mentoring and counseling experience
Service Orientation

Assistant Manager, Front Office Manager Resume Examples & Samples

Assist the Front Office Manager in the development and implementation of Front Office standards and procedures aimed at the betterment of Guest Service Index
Develop and implement initiatives aimed at improving service by streamlining procedures and removing obstacles that hinder service delivery
Assist in the management of Front Office schedule, utilizing and understanding budgeted productivities as they relate to business demands and reporting
Maximizing Room Revenue by staying current on industry/competitive trends, including assisting with rooms inventory, and setting daily sell rates by supporting Revenue Management Strategies and practices
Active participation on the Front Desk so as to ensure an efficient registration and departure process aimed at creating an exceptional customer experience
Directly influences the future effectiveness of the hotel through the involvement in recruitment, training, performance management and coaching of Front Office colleagues
Coaches and Mentors Front Office colleagues, creating an environment that enables colleagues to achieve job fulfillment along with providing a path for career development
Assisting in the management of service delivery to our group business through ensuring details of conference resumes are being adhered to by all Front Office colleagues
Conducts and participates in monthly communication meetings. In addition, acts as a liaison with Housekeeping, Maintenance, Food and Beverage and Sales/Catering departments on a regular basis to ensure clear and concise communications
Active member and leader of the Emergency Response Team, including Fire Safety, First Aid and general crisis management
Three years of progressive Front Office Supervisory experience required
Proven leadership skills that support an environment of colleague growth and development, interdepartmental teamwork, and exceptional customer service
University or College Degree/Diploma in Hospitality Management an asset
Proficiency with Lightspeed and Microsoft Office products
Dynamic, enthusiastic, creative leader who thrives under pressure and is able to perform several tasks simultaneously

Front Office Manager Resume Examples & Samples

1) Interview, hire, train, and recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate
2) Implement company and franchise programs and manage the operations of the Front Office (Front Desk, PBX, Bell Stand, Concierge, Transportation and Valet) as required to ensure compliance with Standard Operating Procedures (SOPs) and Local Standard Operating Procedures (LSOPs), and to ensure an optimal level of service, quality and hospitality are provided to guest(s)
3) Prepare forecasts and reports and assist in the development, implementation and monitoring of the budget to maximize revenue and minimize expenses while ensuring adequate supplies and staff are on hand to provide top quality customer service
4) Resolve customer complaints, anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality
5) Interact with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and revenues
6) Monitor and maintain the Front Office systems and equipment to ensure their optimum performance
7) Comply with attendance rules and be able to work on a regular basis
8) Perform any other job-related duties as assigned

Front Office Manager Resume Examples & Samples

Ensures that guests' have a smooth running stay at the hotel
Manages and motivates front office teams in order to provide high quality services for guests
Ensures the department meets its quantitative and qualitative targets
Increases revenue through his/her sales efforts and by managing rooms revenue effectively (Revenue Management)
Implements brand and Group projects and identity features (all the keys to the city, ABA and Le Club etc)
Develops close relationships with guests throughout their stay with the aim of gaining their loyalty
Handles guest complaints if they have not been dealt with by team members and provides a rapid solution
Conveys the hotel's image
Ambassador for Life Genius and Welcome Project
Develops employees' motivation and team spirit by creating a good working atmosphere
Takes part in or validates recruitment
Prepares and/or checks work schedules in line with activity forecasts
Carries out annual performance appraisals for team members and sets targets
Draws up the training plan and follows up implementation

Hotel Front Office Manager Beach Retreat Resume Examples & Samples

Works with hotel teams to streamline the flow of communication and operational processes related to all departments within the Resort, with a focus on efficiency and guest convenience
Develops, implements and monitors all training, hiring and performance evaluation initiatives within the Front Office to ensure continued growth and development of team members
Responsible for achieving department targets relating to Health & Safety, Finance and Control, Operations, HR, etc
Responsible for pre-arrival planning with a focus on the collection of arrival times, guest preferences, and the pre-assignment of all accommodations
Perform weekly MOD based upon schedule assigned
Maintain adequate scheduling to ensure necessary coverage, ensuring minimal guest wait times, timely response and follow-up to all guest requests and concerns, 24-hrs
Efficiently carry out instructions or assignments as provided by the Hotel Operations Director and/or Manager
Adhere to, and maintain all policies relating to LEGOLAND Florida Resort. These controls include primary responsibility for the safeguarding of cash and Hotel revenues
Exceed targets within company set-out formal audits, including Health & Safety, HR, Finance and Control, Operations
Ensure the team are engaged and motivated using group tools and programs such as recognition programs and annual engagement survey (WWTK)
Ensure all aspects of hotel are consistent with the corporate brand image
Review guest related feedback, as well as resolve and/or address to proactively avoid reoccurrence
Ownership, understanding, and awareness of costs within own hotel department, with responsibility for actual position versus budget and YOY results
Ensures all department payroll, operational costs and productivity guidelines are achieved and in line with budgeted goals and objectives
Monitor variances in costs, monitor change, trends and adjust and address accordingly
Assisting department to achieve Company standards for guest satisfaction, while ensuring maximum profitability is achieved through tight specifications and working with Hotel teams
Ensure the accuracy of department produced reports and related processes
To attend Company training programs to develop capabilities to help the organization in managing the hotel’s front office operations
Develops and leads a professional, efficient, and effective front Office team with a focus on quality of service and the delivery and development of the guest experience. Act as a role model in leading this through The Merlin Way
Manage team turnover within group targets
Is responsible for hiring, training, development, performance management, team building, and other culture and people management activities
In conjunction with Human Resources, ensures a succession management program is in place able to meet the current and future organizational objectives
Promotes and demonstrates LEGO’s and Merlin’s culture and core values through words and actions
Help manage all training needs and carry out appropriate training
Establish MC training, motivation and evaluation aimed at a reduction in turnover and focus on employee engagement and retention
Functions as stakeholder in terms of climate survey results (WWTK) within the Hotel and implements an action plan to improve YOY with monthly reviews
Ensures Opening and Closing procedures are adhered to, in accordance with Company standards

Front Office Manager Resume Examples & Samples

Manage day to day operations of the Front Office
Ensure quality assurance standards of hospitality are provided to all guests and visitors on property and/or via telephone
Responsible for actively building and retaining member, owner, and guest relations and acting as a mentor to team members in order to provide superior customer service
Exercise independent judgment in addressing and resolving internal and external service complaints
Work closely with corporate and club reservation on yield management, rental and club programs, relocations, and all resort room metrics
Perform quality assurance audit checklist quarterly for Assistant Front Desk Managers and Front Desk Agents
Perform property and room inspections
Schedule and conduct staff meetings
Create, control and review departmental budgets, cash banks, petty cash, room rates, and expenditures at the resort level
Complete bi-weekly payroll
Implement staff incentives for team members who go beyond expectations to reach departmental goals
Serve as manager on duty in the absence of the General manager or Director of Operations
Adheres to Company standards and maintains compliance with all policies and procedures
A minimum of two (2) years of experience required
A minimum of one (1) year of supervisory experience required
Ability to interpret and create policies, procedures and manuals
Proficient in time management; the ability to organize and manage multiple priorities

Asst Front Office Manager Resume Examples & Samples

Ensure guests are greeted upon arrival and assign time to interact effectively with guests. Respond to and track appropriately guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction and heartbeat results
Carry out the special needs and requests of guests, VIPs, repeat visitors and club members in a prompt manner
Respond immediately to guest complaints and ensure corrective action is taken to achieve complete guest satisfaction
Actively contribute in finding root causes for guest complaints, using IHG Tools like I Arrive, I Interview and I Q. Respond immediately to guest complaints and ensure corrective action is taken to achieve complete guest satisfaction
Support the management in all activities related to Quality, Quality Meetings, Heartbeat related actions etc
Actively interacts with guests through varies activities obtaining their feedback about the hotel overall experience
Tracks Guests Satisfaction of Front Office, Concierge, Bell and Club Lounge through HeartBeat report and/or other resources available, build action plans when needed and acts on its execution
Conduct routine inspections of the front office, club lounge and public areas and take immediate actions to correct any deficiencies

Front Office Manager Office of Advancement Resume Examples & Samples

Demonstrated ability to independently manage programs, and work effectively with a broad range of stakeholders (internal and external)
Ability to assimilate data and communicate effectively
Ability to handle complex information, prioritize it, organize it, communicate as appropriate, and, above all, follow each thread through to ensure that there is a resolution to each situation
Desire to be part of and contribute to the mission of Georgetown University

Front Office Manager Resume Examples & Samples

Operational/Functional
Minimum of five years of hotel experience with at least three years in a management role
Track record of delivering exceptional guest and client experience
Demonstrable expertise in analysis and action taking
Appropriate professional appearance and demeanor

Front Office Manager Resume Examples & Samples

Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business
Implement company programs and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers
Supervise the Guest Service Agents
Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered
1-2 years experience as Front Desk Manager or Supervisor. Previous Marriott experience preferred

Front Office Manager Resume Examples & Samples

Responsible in the overall day to day Front Office operations
Responsible to keep all Front Office Standards and Procedures in place
Responsible to Front Office human resources task relating to motivation, cultivate talent and training

Front Office Manager Resume Examples & Samples

To ensure a proper coverage and supervision of the Front Office sections at all times through planning, organizing, directing and controlling the front office operation and administration
To create heart touching moments for our guests in collaboration with all departments
To manage guest complaints in a professional manner, by resolving it and ensuring maximum guest satisfaction consistent with Sofitel Cairo El Gezirah’s Standards
To manage the department in a professional, efficient and flexible manner through teaching and training the team in order to substantially progress in presenting the best service

Japanese Front Office Manager Resume Examples & Samples

Encourages a team spirit amongst staff members with leadership and guidance
Greets customers immediately with a friendly and sincere welcome, uses a positive and clear speaking voice, listens to and understands requests, issues, and situations from both guests and team members
Basic mathematical comprehension to understand and interpret numbers as they apply to operations in hotels

Front Office Manager Resume Examples & Samples

Manages desk through times of stress, and emergencies, resolves guest concerns, and implements resolutions by using discretion and judgement
Directly manages Front Desk. Encourages a team spirit amongst staff members with leadership and guidance. Assigns duties and instructs all Front Desk, Concierge, Lobby, and PBX personnel in the details of their daily assignments
Provides transition and oversight to all Guest Experience Managers. Provides administrative support to Director and Assistant Director of Front Office Operations. Observes performance and encourages improvement throughout the Front Office Operations department, ensuring compliance with all Hilton standards, and the delivery of consistently high levels of service
Resolves guest concerns and implements corrective procedures that ensure a reduction in future occurrences. Greets guests immediately with friendly and sincere welcome, using a positive and clear speaking voice. Listens to and understands requests, issues, and situations from both guests and team members, and takes appropriate action
Observes all areas of the Front Office Operations department, implementing and overseeing evaluations that support positive growth in our SALT performance. Coach and counsel all team members to ensure understanding and compliance with all hotel service standards. Reward and recognize when appropriate, as well as provide discipline and improvement planning when necessary

Front Office Manager Resume Examples & Samples

Manage daily administrative operations of the department including establishing work priorities, scheduling workforce, administering attendance policies, resolving problems, etc
Maximize office productivity through proficient use of appropriate software applications, and research and develop resources that create a timely and efficient workflow
Analyze and organize office operations and procedures such as approval of payroll time for office staff, filing systems, requisition of supplies, and other clerical services
Formulate procedures for systematic retention, protection, retrieval, transfer, and disposal of records. Supervise the servicing of office equipment and the ordering of office supplies
Coordinate activities of various clerical departments and employees and interact with other departments as necessary to ensure high quality of service to customers
Ensure all cash receipts are handled in accordance with IRS 8300 procedures
Assist customers and employees in solving sales related issues
Supervise dealer registration office to ensure quality service to customers
Hire and supervise block clerks. Establish schedules to ensure appropriate coverage for sale day activities and volumes
Visibly demonstrate safety commitment by following all safety and health procedures and modeling the behaviors related to such. Work in cooperation with safety leadership in support of all safety activities aligned with Safety Excellence
Enforce all company policies and procedures related to employee and customer conduct
Partner with various market level support teams (i.e. Finance, HR, MFS, Recon, Safety, Security, Sales) to ensure effective and efficient operational processes that align with company objectives and strategies and high quality customer service and support
Perform other duties as assigned by manager or supervisor
Physical Demands: Ability to sit or stand for prolonged periods of time. Vision abilities required include close, distance, color, and depth perception
3 years auction industry experience required
1 - 3 years office management or supervisory experience required
Strong communication and interaction skills required
Effective management, customer service, and organizational skills required
Good computer and software knowledge essential, including AS400
High School Diploma or equivalent required. BA / BS is a plus
Knowledge of Microsoft Office, including Microsoft Word, Excel, and Outlook software

Front Office Manager Hilton St Anne s Manor Resume Examples & Samples

Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities- Set departmental objectives, work schedules, budgets, policies, and procedures
A degree or diploma in Hotel Management or equivalent
High level of IT proficiency

Front Office Manager Hilton Bracknell Resume Examples & Samples

Oversee the entire Front Office operation to maintain high standards
Conduct monthly communication meetings and produce minutes
Recruit, manage, train and develop the Front Office team

Front Office Manager Resume Examples & Samples

Greet all students and visitors and enforce access policies to the facility and individual labs
Sign up students and instructors for restricted access to post-production stations
Perform equipment check-in/out (production equipment and accessories, including cameras , tripods, etc.)
Perform routine equipment maintenance and repair of production cameras, projectors, tripods and light kits and/or oversee the process of sending the broken items out for repair
Facilitate the readiness of the entire department for classes on a daily basis
Answer telephones and retrieve general voicemail for the department
Coordinate and distribute instructor materials as needed
Maintain supplies for front office including toner, ink, paper, general offices supplies, etc
Maintain active inventory of all student production equipment and inform the Director of Operations when inventory is low or damaged (bulbs, spare parts, etc)
Prepare and conduct equipment demonstrations
Assist the director of operations in all day-to-day operations of the department and special events including exhibitions, orientations, and open houses
Act as a point of contact with respect to necessary building repairs (i.e., plumbing, lights, electrical) in Computer Art facilities. Apprise Director of Operations as to problems, and progress of current repairs
Daily Maintenance of the Departmental Website - updating names and posting new info and pages in addition to creating new sections and re-designing old ones
Strong organizational, interpersonal and communication skills
Administrative and/or managerial experience preferred
Ability to work well in a team atmosphere
Knowledge of basic cross-platform computer skills required; Photoshop, Illustrator and and Dreamweaver and/or HTML5/CSS coding experience preferred
Internet and e-mail proficiency a must
A/V experience and equipment management preferred

Front Office Manager Resume Examples & Samples

FOM to inspect the condition and cleanliness of Hotel vehicles on daily bases
Assure that Hotel entrance and Public Area are to be kept clean at all times
FOM to personally review VIP in house guests list and arrival list and VIP Rooms allocations
Perform a minimum of 5 courtesy calls per day and log it in Guest Relations logbook
Encourage guest to post their reviews on Trip-Advisor and Facebook
Inspect a minimum of two rooms per day covering all aspects related to cleanliness, settings, room condition, maintenance, as per hotel standards
FOM ensures 100% compliance of brand standards for Guest arrival experience such as greeting and calling guest by name
Demonstrate service attributes in accordance with industry expectations and company standards including
Bachelor’s degree / higher education qualification / equivalent in Hotel Administration, Business Administration, plus five to ten years of prior hotel management experience or equivalent combination of education and experience
Experience required may vary based on size and complexity of operation
Must speak fluent English. Other languages preferred
Excellent English skill, both oral and written
Proficient in computer operations (Word, Excel and PowerPoint)
Able to make presentations
Knowledge of basic accounting is desirable
Presentable and a team player

Front Office Manager Resume Examples & Samples

High school diploma or GED; 4 years’ experience in the guest services, front desk, or related professional area
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 2 years’ experience in the guest services, front desk, or related professional area
Analyses information and evaluates results to choose the best solution and solve problems
Identifies and analyses Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence

Front Office Manager Resume Examples & Samples

Interacts positively with customers and employees, promoting hotel facilities and services. Listens and extends assistance to resolve problems to the satisfaction of involved parties. Fields guest complaints and conducts thorough research to develop the most effective solutions. Remains calm and alert, especially during emergency situations and heavy hotel activity. Utilizes a computer to assist customer/employee requests in retrieving guest information, selecting rooms and analyzing guest charges. Answers telephones in a clear voice. Organizes special events or group needs as required. Visually monitors Front Office area and takes action to ensure quality and service standards are met
Trains, supervises, counsels and disciplines staff for the efficient operation of the Front Office area. Assists in conducting departmental meetings, communicating pertinent information to the staff, such as arrival/departure count. Maintains rapport with all departments and attends relevant meetings. Schedules, directs, and supervises staff in their work assignments. Monitors employee performance, encourages improvement and development, and completes annual performance evaluations
Maintains profitability of the department to support the overall hotel operation. Controls payroll and equipment costs, minimizing loss and misuse. Ensures equipment is maintained and in good operating condition. Evaluates cost effectiveness of all aspects of the operation. Develops and implements cost saving and profit enhancing measures. Assists in the preparation of all Monthly Reporting requirements
Coordinates the Assistant Front Desk Managers and Working Supervisors to ensure the continuous improvement in service delivery, Front Office training and cost containment
Thorough knowledge of all front office operations, and individual job requirements. Knowledge in OnQ and Horizon preferred
Advanced mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error
Ability to analyze financial information
Ability to communicate effectively in English with employees and customers, understand reports and related correspondence and accurately perform essential job functions
Ability to effectively deal with guest and employee concerns in a friendly and positive manner. This involves listening to the nature of the concern, demonstrating empathy, patience, tact and diplomacy with the customer and providing positive and proactive solutions
Ability to manage a large staff and apply basic supervisory skills to plan, organize, direct, coach, train and discipline employees
Ability to exercise judgment, supervise the work performance of others and develop subordinates to enhance advancement in the hotel and corporation
Ability to supervise/direct both subordinate and non-subordinate personnel
Ability to oversee the operation of the department office in the absence of the Assistant Director
Ability to decipher data and analyze information to make effective, sound decisions
Ability to present information in a professional manner in a variety of settings
Ability to organize detailed information, and prioritized workload to ensure deadlines are met
Ability to access and accurately input information into a computer system, with a strong working knowledge of MS Office applications (Word, Excel,…)
Ability to use various office equipment, including, but not limited to, typewriters, calculators, photocopiers, and facsimile machines

Franchised Front Office Manager Resume Examples & Samples

Front Desk Agents
PBX Operators
Bell Staff
Concierge
Night Auditors
Front Desk Supervisor
Assistant Front Office Manager
20% Guest Service
Practice and model the G.U.E.S.T process to ensure exceptional guest service is delivered
Resolve guest problems expediently and in a professional manner utilizing the L.E.A.D.E.R process
40% Leadership
Oversee the training of all Front Office, Night Audit, PBX, Concierge and bell staff Grand Performers
Motivate Grand Performers
Assume manager on duty shift in absence of General Manager
Coach & counsel Grand Performers as needed to ensure adherence to standards
20% Operations
Monitor and control payroll and other expenses
Create and adhere to Front Office budget
Create schedule utilizing forecasting and scheduling tools to provide maximum efficiency and labor savings
20% Communication
Develop and maintain open lines of communication within the department and with other departments within the hotel
Hold monthly departmental meetings
Conduct daily line-up to review daily events
Attend daily manager line-up meetings
Attend weekly Leadership meeting
Participate in Grand Performer Celebrations
Participate in community events
Participate as an Executive Committee Member representing the Front Office and partner with other Exec Committee members on departmental initiatives
Ability to communicate effectively with guests and Grand Performers
Strong verbal and written skills (effectively able to summarize daily events on MOD report)
Guest service demeanor and outgoing personality with the ability to relate to diverse guest types
Ability to perform all tasks for each job at the Front Desk
Ability to trouble-shoot/problem solve
Proficient in MARSHA/Opera systems
Trained on Marriott rewards program/completed online training
Computer savvy (MS Office suite)/Excel
Familiarity with basic financial accounting practices
High School diploma is required
Graduate of hospitality management school - preferred
Minimum of 5 years in hospitality or customer service industries -required
Minimum of 2 years experience as a Front Desk Manager at similar volume propertys required

Front Office Manager Resume Examples & Samples

Minimum of 5+ years front office management experience in a high volume luxury hotel or resort required
4 year college degree in Hotel or Hospitality Management, or related field, preferred
Strong knowledge of Windows, Office, and property management systems
Must be available to work, varied shifts and flexible schedules to include, evenings, weekends, overnights and holidays

Front Office Manager Resume Examples & Samples

Exceptional interpersonal and communications skills (with an advanced proficiency of the English language)
Effective trainer and coach, and able to facilitate at all levels
The capability to work both autonomously and as part of a team
The ability to create a positive first impression and be able to connect on a human level with others
Previous work experience as a Front Office Manager or Assistant Front Office Manager

Front Office Manager Resume Examples & Samples

Bachelor's Degree/Higher National Diploma preferably in Hotel Management and/or related disciplines
Minimum of 10 years' experience, 5 of which must be at senior/management Level
A good team leader and player
Good knowledge of hospitality industry
Ability to deliver under tight deadline
Exceptional leadership qualities
Ability to relate with guest in a satisfactory manner

Front Office Manager Resume Examples & Samples

Proven work experience as a Front desk manager or Reception manager
Hands on experience with office machines (e.g. fax machines and printers)
Thorough knowledge of customer service, office management and basic bookkeeping procedures
Proficiency in English (oral and written)
Solid knowledge of MS Office, particularly Excel and Word
Excellent communication and people skills
Good organizational and multitasking abilities
Problem-solving skills
High School diploma; additional certification is a plus

Front Office Manager Resume Examples & Samples

Monitor and develop associate performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations and delivering recognition and reward
Ensure associates have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
Recruit, interview and train associates
Requirement 1
Requirement 2
Preference 1
Preference 2
Preference 3

Franchised Front Office Manager Resume Examples & Samples

Ensure all guests are welcomed and served in an efficient and courteous manner executing all Crowne Plaza Brand Standards during the process
Assure required Front Desk supplies are readily available to best serve the guest
Act as the first management line of contact for all guest complaints or issues
Responsible for the IHG Rewards membership program and ensure that all guests who are members are appropriately recognized, meeting all IHG standards
Must be able to manage and motivate all front office personnel through daily supervision to include staffing, training, discipline, scheduling and visually monitoring performance to ensure total guest satisfaction
Develop and communicate departmental strategies and goals. Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company
Ensure all Front Office quality standards are complied with and that policies and procedures are consistently applied
Respond quickly to guest requests or complaints in a friendly, professional manner and always follow up to ensure guest satisfaction
Monitor room inventory status to achieve optimal levels of revenues while meeting high levels of guest expectations
Check and control room reservations, front office systems, supplies inventory, payroll, scheduling, forecasting and department budget to maximize revenue
Maintain close communication with housekeeping, sales, maintenance and all other departments. Uphold a professional image at all times through appearance and dress

Front Office Manager Resume Examples & Samples

Passionate about delivering great service
Passionate about the success of your team is your success
Doing the right thing all the time is key to our success
Guest focus and willing to go over and above
Willing to work hard to achieve your goals and the goals of the hotel
Dependable and a willingness to work all hours

Front Office Manager Resume Examples & Samples

At least 3 years of Front Office experience
Must have prior supervisory experience in managing a large team
Good understanding of English
Excellent communication skills, both written and spoken
Detailed and meticulous, with expectation towards quality delivery
Knowledge of Opera Property Management System is desired although not essential

Front Office Manager Resume Examples & Samples

Train Guest Experience staff in technical duties, guest service skills and telephone sales skills
Operate the hotel key control system while strictly following all key safety & security procedures
Place timely welcome calls to ensure each check-in guest has arrived to a freshly clean, inviting room with all amenities working. Set up wake-up calls as requested by guests to ensure they wake up refreshed and ready to take on the day
Utilize company-issued devices (M.O.P., two-way radio, hotel phone, etc.) to communicate with fellow team members as necessary to deliver Here For You experiences. Communicate with team members in a courteous and professional manner with the guest focus in mind
Stock and restock breakfast items such as food, drink and supplies as necessary to ensure guests have a consistent selection of items which are displayed in an appealing, clean and organized manner consistent with company standards, food handling guidelines and regulations. Ensure eating area is clean and inviting at all times
Ensure guest lost-and-found items are treated with care, reported and stored according to company policies
When assigned, conduct Night Audit procedures in a timely, accurate, complete and efficient manner while ensuring 24/7 front desk presence and Here For You service to our guests
Previous hotel or customer service experience is required; prior supervisory experience preferred
Must work well under pressure and remain calm during stressful situations
Requires regular contact with other departments, supplying or seeking information on specialized matters

Front Office Manager / Front Desk Manager Resume Examples & Samples

When applicable for a specific property, book group functions and meeting room space
May serve as Manager-on-Duty in the absence of the General Manager and Assistant General Manager
Provide a friendly, welcoming experience by greeting guests as they enter the hotel. Welcome loyal guests and military members using the best practices outlined for each program. Ensure Elite guests receive the designated gift upon arrival
Provide all guests (including groups) with a friendly, accurate and efficient check-in / check-out process while following the company’s policies and procedures. Prepare for check-ins before the guest arrives by using the arrivals grid, preparing express check-ins, and planning for group arrivals. Ensure the front desk/lobby areas remain clean, organized and ready to greet guests
Answer the hotel phone in a manner which provides a genuine Here For You experience to every caller. Listen, identify and resolve the caller’s need(s). Properly and efficiently transfer calls as necessary. Route calls to guest rooms according to the company’s policies which ensure sensitive guest information and privacy is maintained
Provide a warm and friendly experience to potential guests inquiring about hotel reservations by focusing on the guest’s need, asking for the sale, entering and confirming the reservation details, providing the cancellation policy and offering to enroll the guest in the Returns program
Perform all job duties with the utmost attention to safety and security measures which are outlined by OSHA or other regulations, the company safety and security manual, employee handbook and other company materials. These procedures include, but are not limited to: HazCom, Blood Borne Pathogens, Lockout/Tagout and emergency response
Where applicable, assist guests with Bright Side Market purchases and accurately post charges to the guest folio
Proficiency to approach all encounters, regardless of the situation in an attentive, friendly, courteous and service-oriented manner
Must be able to properly and confidently operate basic office software, machines and devices including computers, company issued hand-held electronics, copier, printers, etc

Hilton Madison Front Office Manager Resume Examples & Samples

Manages and motivates all Front Office associates to include staffing, training, discipline, scheduling, and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction
Checks room reservations, front office systems, supplies inventory, scheduling, and departmental budgeting to maximize revenue
Continually improve guest service scores including SALT and Trip Advisor
Performs room inspections, which requires bending, stooping, reaching overhead and moving throughout guest floors
Assists in check in/check out of guests or any related guest service activity
Ability to develop and implement best practices
Practices professional organization skills

Asst Front Office Manager Resume Examples & Samples

Observe front desk agents and ensure that established procedures are completed in accordance with policy and procedure, i.e., proper public relations techniques are utilized, guests are handled both courteously and professionally, proper identification and credit are established and all posting, cash transactions, account settlements and deposits are handled correctly
Ability to multitask, work in a fast paced environment and have a high level attention to detail
1-2 years: Supervisor and/or Manager

Front Office Manager Overnight Relief Resume Examples & Samples

Min. two years in a public contact position, preferably in an upscale or lifestyle brand hotel
Enter and locate work related information using computers and/or point of sale systems
Possess a gracious, friendly, and fun demeanor
Strong verbal and written communication skills in English
Ability to work independently and partner with others to promote an environment of teamwork
Requires manual ability to use, carry, and operate all necessary equipment

Franchised Front Office Manager Resume Examples & Samples

Minimum 2-3 year diploma or degree from an accredited college or university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
Minimum 3 years managerial experience in the guest services, front desk, housekeeping, or related professional area
Extensive knowledge of Opera and familiarity with computer software (Microsoft Office, Payroll, Key Control and Guestware)

Front Office Manager Resume Examples & Samples

Monitor front office staff to ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery guidelines in order to ensure total guest satisfaction
Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Develop actions plans to correct any deficiencies
Analyze guest satisfaction data and develop and implement plans to achieve established goals related to guest satisfaction scores, front desk activities, Priority Club enrollments, etc
Handling various objects

Front Office Manager Resume Examples & Samples

Directs and controls the activities of the Front Office, Telephone, Guest Services, Guest Relations and Concierge Departments to create a special welcoming and memorable experience for our guests
Ensures the smooth registration and cashiering functions of the Front Office
Oversees a team of Department Heads, Assistant Managers and Front Office staff, ensuring accurate communication and follow-up on any problems, guest requests, and special requirements
Reviews daily arrivals, VIPs, special request, group needs, room assignments and coordinates with Housekeeping Department the needs of guests
Communicates with the Director of Revenue/Reservations Manager on room availability and selling strategy to maximize occupancy, revenue and rate
College degree preferably in Hospitality Management
Minimum of five years hotel experience including rooms and food and beverage, including at least three years as a Department Head in Rooms Division
Excellent personal presentation and interpersonal skills
Good problem solving ability
Proficiency in Hotel property management systems, in particular Opera and Micros Fidelio
Fluent in reading, writing and spoken English and Korean language skills

Front Office Manager Resume Examples & Samples

Must be able to work a flexible schedule, including weekends, holidays and overnight
Must be able to stand for long periods of time and walk moderate distances
Must be able to lift, push and pull a moderate amount of weight often (approximately 50 pounds)

100

Front Office Manager Resume Examples & Samples

Ensure that guests' stay at the hotel runs smoothly
Manage and motivates front-office teams in order to provide high quality services to guests
Contribute to guest satisfaction by providing a high standard of service in line with norms and procedures
Help the department meet its targets
Help increase hotel revenue through his/her sales efforts
Adopt appropriate ibis Styles service-oriented behaviours and attitudes, focussing on the brand's values: Modernity, Simplicity, Well-being

101

Front Office Manager Resume Examples & Samples

Manages the entire department of Front Office including the Welcomers, Concierge , Valet , telephone Operators and Executive Lounge
Ensures the consistency of Pullman standards in the Front Office
Ensures the department meet its targets

102

Franchised Front Office Manager Resume Examples & Samples

To ensure that a consistently high level of customer care is delivered at all times
To manage guests complaints and to take the appropriate action
To co-ordinate the Daily Times to be distributed to all Managers
To ensure high quality communication is in place across the hotel
To ensure revenue in all areas is maximised at all times
To ensure all cost of sales and financial targets are met
To control all operational purchasing, and ensure in line with current business levels
To assist in the production of annual budgets, hotel forecasting and cost and payroll planning
To regularly review hotel competitors to ensure hotel pricing is set at right levels
To be fully aware of competitors and industry trends
To constantly seek new opportunities for the profitable use of facilities and growth
Ensure weekly and monthly operational meeting take place
To ensure that the set target for brand audit is achieved
To ensure that the Front Office is represented at 10am daily meetings and weekly Guest Satisfaction Survey (GSS) weekly interdepartmental meetings
To participate in hosting Daily 10am meetings according to brand guidelines
To ensure the hotel achieves the set target for GSS scores
To ensure all managers and staff receive regular job chats and appraisals and a system of progression planning is in place
In liaison with the HR Department to arrange training for all staff as appropriate
Maintain high staff satisfaction and manage turnover
To undertake the role of Duty Manager on regular occasions
Any other reasonable request from the senior management
To accept key holder responsibilities as required
To liaise with and be part of the hotel management team, assisting in all areas of business planning and strategy
To ensure the hotel meets all relevant fire, life safety and health and safety regulations and brand requirements
To ensure all revenue is captured through the hotel systems
Perform all duties applicable to hotel management
To comply with all Health and Safety procedures associated with the department at all times. This relates to
Use of Personal Protective Equipment
To control wastage and operate according to the Companies environment policy with regard to
Product control and waste minimisation
Proper care and maintenance of equipment to prolong its life
Using towels in appropriate quantity to minimise unnecessary laundering
Proper separation and disposal of cardboard, paper and glass in recycling bins
Minimising energy wastage by switching off unused lights, heating, PCs and equipment
To be an ambassador for Marriott and for Lingfield Park, taking personal responsibility for finding out about our product and services, and at all times striving to represent the Resort in the most professional, courteous and efficient manner possible
Diploma level or equivalent
Minimum of 2 years experience as Front Office Manager and/or Assistant Front Office Manager and/or Reception Manager
Must have advanced knowledge of Opera� reservations system and other related systems software
Demonstrable customer service excellence
Demonstrable leadership skills
Knowledge of GSS is an advantage

103

Front Office Manager Resume Examples & Samples

Extensive knowledge of Front Desk, Bellstand, Switchboard and Concierge/Guest Services operational procedures
Strong consensus building skills
Effective change management skills
Basic legal expertise related to hotel issues

104

Asst Front Office Manager Resume Examples & Samples

Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
Maintain good communication and working relationships with all hotel departments
A minimum of 3 years of Front Office supervisory experience in the hotel, leisure, and/or retail sector

105

Front Office Manager Resume Examples & Samples

1 full year of supervisory experience and hospitality experience
Ability to read, analyze and interpret complex documents
Ability to create and interpret business communications and reports
At minimum basic mathematical skills. Highly skilled in solving practical problems, using good judgment to deal with a variety of variables in guest and business situations
Ability to resolve conflict, think on their feet, influence and mentor others
4 plus years of management experience

106

Front Office Manager Resume Examples & Samples

Conduct monthly staff meetings which include review of standards, hotel and departmental procedures and operating issues
Ability to read English language sufficient to ascertain information from luggage tags and claim checks to write numbers and names on claim checks and rooming lists
Ability to grasp, lift and/or carry or otherwise move luggage and boxes up to 100 lbs. continuously throughout a shift

107

Front Office Manager Resume Examples & Samples

Minimum 3 years’ experience in a similar role with five star international resorts/hotels background
Proven ability to manage a multi-cultural team effectively
Knowledge and experience on Opera, Micros and Microsoft Office
A leader with good interpersonal and communication skills
European or Chinese language a definite asset
Island or remote experience a definite advantage

108

Front Office Manager Resume Examples & Samples

Previous experience in a Front Office Manager role is preferred
Proficiency in French and English is a must
Proven record of building strong relationships with all stake holders
The successful candidate must hold valid work authorization for Tunisia

109

Franchised Front Office Manager Resume Examples & Samples

Provides the highest quality of service to the customer at all times
Supervises and coordinates the activities of the front desk staff
Interprets company policies and provides a safe working environment by ensuring compliance with safety programs
Ensures adherence to the Employee Conduct Policy
Interviews applicants. Orients and trains new employees
Conducts ongoing training of all front desk employees to increase job knowledge and skill level
Coaches and counsels employees to encourage positive behaviors and correct negative behaviors
Conducts a monthly department meeting to review new procedures and solicits input from all employees
Promotes teamwork and employee morale
Monitors front desk uniform standards
Inputs weekly payroll as requested and properly stores previous weeksâ€™ time cards
Acts as manager on duty and is responsible for the hotel operations when necessary
Ensures the front desk area is maintained in a clean and orderly manner
Maintains and improves guest service and courtesy control programs
Handles any guest problem or complaint in a professional and hospitable manner
Ensures that the hotel is balanced daily and that discrepancies are communicated to management and Bookkeeping
Checks to be sure counts are accurate and that proper departments are notified of selling status
Check the credit report daily, review the hold bucket, and all city ledger accounts daily
Set up controls (over time, safety deposit boxes, master keys, banks, etc.) and audit them on a timely basis to ensure the accuracy and completeness of all work handled by the front desk
Has sound knowledge of all emergency procedures
Coordinates preparation of the weekly forecast and weekly work schedule
Keeps PMS reports current
Conducts a key inventory on a daily basis. Monitors key control
Communicates effectively with staff and with other departments

110

Front Office Manager Resume Examples & Samples

Ensures good communications between the departments
Strictly follows bank-out procedures and cash handling procedures
Ensures confidentiality of User Log-Ons. Ensure that users are logged out when leaving the area
Train and develop associates to the highest possible extent. Ensures that daily training is provided for technical, hospitality, communication, management, and organizational skills
Leads by example; Provides a high-quality service and aggressive hospitality towards all customers
Ensures that recognition programs for both guest and associates are in place and working
Controls costs effectively to meet budget guidelines. Has control system in place for all controllable costs and man hours
Communicates with front desk managers and front desk supervisors about daily audits and controls, so all are informed about proper procedures
Initiates additional tasks to improve existing procedures and guest satisfaction
Resolves system problems and can operate the system manually. Can lead the staff through a down time
Initiates monthly meetings in the department. Attend staff meetings, operations meetings, forecast meetings and sales strategy meetings
Is present in the Hotel Lobby during high traffic times to assist front office staff, and guests and to ensure smooth operations
Must be well groomed and conform to the hotel’s dress code to include closed toe shoes
Be informed about daily operations and events
Know all frequent customers and be familiar with their special requests. Ensure that their needs are met
Must be able to comprehend reading materials, speak, read and write English

111

Front Office Manager Resume Examples & Samples

Ensure regular and VIP Guests are recognised and that the Reception department operates with a sales attitude and promotes the hotel brand's loyalty scheme
Set Reception departmental targets and objectives, work schedules, budgets, policies, and procedures
Recruit, manage, train and develop the Reception team
Previous supervisory experience in Front Office within the hotel/leisure/retail sector

112

Franchised Front Office Manager Resume Examples & Samples

Responsible for the operation of the Front Office
Manage Front Office & Reservations staff and guide them through their tasks
Responsible for the recruitment and the development of the team
Checking on administrative procedures; knowledge of Opera and the Marriott systems is an advantage
Analyzing hospitality results through the feedback channels. Setting up and executing improvement plans based on the results
Up and cross-selling all the facilities the hotel has to offer
Optimize the communication between the Front Office, Technical service, Housekeeping as well as the Revenue and the Reservation department
Member of the Management Team, reporting directly to the Director of Operations

113

Front Office Manager Hilton Birmingham Metropole Resume Examples & Samples

Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
Monitor staffing levels to meet cover business demands
Previous experience of managing a department and Profit and Loss account
Accountable and resilient

114

Franchised Front Office Manager Resume Examples & Samples

Hire and train front desk agents and breakfast attendants
Lead the team by example and provide mentorship
Observe staff and ensure that policies and procedures are followed
Maintain complete knowledge of all hotel features and services; all room types, rates, special package and promotions; daily arrivals/departures/room availability; and scheduled in-house group activities
Ensure that all issues regarding service and/or accommodations are investigated and resolved in a timely fashion
Passion about providing excellent customer service
Ability and willingness to work a flexible schedule, including weekends and holidays
Strong organizational skills and attention to detail, with focus on the small details that will impact a guests experience
Resourceful and creative problem solving skills
Must participate in MOD program, including opening and closing shifts

115

Front Office Manager Resume Examples & Samples

Act as MOD when needed
Assist in training and coaching all GSA employees
Lead by example set the standard for all front desk employees
Handle billing issues as directed by GSM or Assistant General Manager
Offer warm greeting to all guests/non guests
To insure all guests and non guests have a positive experience
Respond to any guest request promptly
Insure accuracy of all information on reservation at time of check in
Knowledge of location of all function/meeting space in the hotel
Welcome all IHG Reward Club Members and offer amenity
Full working knowledge of OPERA/HOLIDEX systems
Knowledge of local area attractions and restaurants
Communicate well with other staff members
Perform at a consistent level on a daily basis
Report to work on time and in uniform as scheduled
Knowledge of all current and updated information pertaining to department; includes reading MOD and MEMO book daily

116

Franchised Front Office Manager Resume Examples & Samples

Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied
Implement company and franchise programs
Prepare forecasts and reports and assist in the development of the room's budget
Monitor and maintain the front office systems and equipment to ensure their optimum performance
Track guest satisfaction surveys and maximize usage of the guest response tracking system
Develop and implement controls for expense management. Utilize labor management tools to schedule and control labor costs
Interview, hire, train, develop, resolve problems, provide open communication and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of performance appraisals
Communicate both verbally and in writing to provide clear direction to staff
Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality. Ensure compliance of front office, guest service, and AYS standard operating procedures and policies. Ensure all Front Office Quality Standards are complied with and are consistently applied
Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction
Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality
Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues
Regular attendance in conformance with the standards is essential to the successful performance of this position
Perform any other job related duties as assigned

117

Front Office Manager Resume Examples & Samples

Must have sound judgment and discretional skills and be able to work with little supervision
Must be able to consistently work under pressure and simultaneously prioritize multiple projects
Must be able to speak, read, write, and understand English
Must have a clean driving record and a valid, current, and non-probationary driver’s license
Obtain any locally required certifications

118

Front Office Manager Resume Examples & Samples

Market, sell, and serve all meal items
Display working knowledge of all menu items and prices
Complete side work
Relay the order to the kitchen
Observe diners to fulfill any additional requests
Calculate the bill and accept payment or refer the guest to the Cashier
Review, comply with, and promote the company's Affirmative Action Plans for minorities, women, veterans and persons with disabilities
Greeting guests and bringing water to tables
Running prepared food from kitchen to tables
Assisting servers
Completing side work
Be able to work flexible hours including weekends
Food service experience preferred
A great attitude to give a high level of customer service at all times
Be able to move fast and multi task
Carry up to 25 pounds
Health card

119

Franchised Front Office Manager Resume Examples & Samples

Assigns duties and shifts to workers and observes performances to ensure adherence to hotel policies and established operating procedures
Confers and cooperates with other managerial staff to ensure coordination of hotel activities
Answers inquiries pertaining to hotel policies and services
Greets important guests
Arranges for private telephone line and other special services
May patrol public rooms, investigate disturbances, and warn troublemakers
May interview and hire applicants
May receive and process advance registration payments
May send out letters of confirmation or return checks when registration cannot be accepted
Maintains standards of guest service quality
Achieves budgeted revenues and expenses and maximizes profitability related to the guest services department
Contributes to the profitability and guest satisfaction perception of other hotel departments
Develops short-term and long-term financial and operational plans for the guest service department, which relate to the overall objectives of the hotel
Participates in the preparation of the annual hotel budget
Increases level of guest satisfaction by deliver of an improved product through employee development, job engineering, and quality image
Manages in compliance with local, state, and federal laws and regulations
Manages the reservation function to maintain highest possible room occupancy and average daily rate through suggestive selling by employees
Maintains procedures for credit control and handling of financial transactions
Maintains procedures for security of monies, guest security and emergency procedures
Receives departmental-related guest complaints and ensures corrective action is taken
All other duties as assigned by a manager or supervisor
Read and interpret business records and statistical reports
Use mathematical skills to interpret financial information and prepare budgets
Analyze and interpret policies established by administrators
Understand the government regulations covering business operations
Make business decisions based on production reports and similar facts
Make business decisions based on your own experience and personal opinion
Deal with the general public, customers, employees, union and government officials with tact and courtesy
Plan and organize the work of others
Speak and write clearly
Accept the full responsibility for managing an activity

120

Front Office Manager Resume Examples & Samples

Supervise the training of all Front Office employees and motivate them to perform their jobs effectively
Monitor and control payroll and other expenses including damaged vehicles
Development and monitoring of the Front Office budget
Responsible for the overall implementation of the Manager on Duty program in conjunction with the General Manager
Ensure exceptional guest service is delivered at the front desk and guest services
Conduct monthly Front Office meetings
Direct the efforts of the Front Desk Supervisor, Guest Service Supervisor, Guest Service Agents and Front Office Agents
Attend property committee meetings, i.e. holiday, technology and safety
Handle disciplinary action, coaching and counseling sessions and related personnel issues

121

Front Office Manager Resume Examples & Samples

Ensure registration cards are completed
Continued training done with all associates. Ensure MOS& POE program is consistent
Handle all guest complaints maintaining a satisfactory impression with the guest on resolving any complaints
Be familiar with the hotel computer system for training, maintenance and trouble shooting
Complete rate discrepancy report and make needed changes
Assist with departmental scheduling and monitoring payroll productivity
Directly oversee all aspects of Front Office, Guest Services and the PBX department
At least 3 years directly related experience (Hotel-Front Desk) in a managerial role
Must be able to work approximately 50 hours per week, flexible shifts, including weekends and holidays
Must have excellent organizational, supervisory, customer service skills
Must have a 4 diamond presentation

122

Front Office Manager Resume Examples & Samples

Supervise the Guest Service Agents, Bell Attendants, Concierge and PBX Operations
Must have the ability to communicate in English
Can communicate well with guests
Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error. Ability to access and accurately input information using a moderately complex computer system
Ability to stand, walk and continuously perform behind the front desk
Ability to observe and detect signs of emergency situations
Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated
Ability to establish and maintain effective working relationships with associates, customers and patrons

123

Front Office Manager Resume Examples & Samples

Working knowledge of OnQ
Luxury hotel experience
A minimum of 2 years of Front Office management experience at a hotel
Prior luxury hotel experience
Experience of managing and developing people

124

Front Office Manager Resume Examples & Samples

Must have a minimum of two years hotel operations experience at the management level
Requires a strong background of supervisory experience
Ability to inspire, motivate and develop others
Possesses excellent verbal and written communication skills
Proven track record resolving guest problems and expediting solutions
Understands daily hotel operations and systems
Must read, write and speak the English language
Ability to maintain a calm, unhurried demeanor
Strong organizational skills and able to handle a high work volume
Previous experience with SMS Host is a plus

125

MS Front Office Manager Resume Examples & Samples

You will lead MS delivery operational, financial performance and customer satisfaction
Handle specific contract delivery performance
You will conduct Operating Level Agreements (OLA) signed with other service delivery units
Drive operational excellence
You will, also identify delivery trends-possible Add on Sale
Education: (Recruiter to supply educational requirements)
Min years of experience (Recruiter to supply)
Domain experience: (Recruiter to supply area of expertise – e.g.: Cloud, BSS, OSS etc.)

126

Overnight Front Office Manager Resume Examples & Samples

Must have at least 2 years of supervisory experience and front desk hotel experience
Must be able to work in a fast paced environment and resolve issues on the spot
Must have excellent interpersonal and communication skills
Must be available for scheduling based on business demands to include weekends and holidays
Must be able to work 50 hour work week
Must have a valid Texas Driver’s License and excellent driving record

127

Front Office Manager Resume Examples & Samples

Fleet & Family Readiness Job Application located on navylifepnw.com website: http://www.navylifepnw.com/jobs
Proof of education and/or certification transcripts/copy of degree/certification) if qualifying based on education or certification
OF-306, https://www.opm.gov/forms/pdf_fill/of0306.PDF

128

Front Office Manager Resume Examples & Samples

The position requires a flex schedule with ability to work weekends and holidays
Previous hotel/resort experience required or similar previous position in management
Requires working knowledge of the Front Desk and Concierge aspect of Four Seasons services, policies or operations and generally learn on-the-job

129

Front Office Manager Resume Examples & Samples

At all times well groomed, have a pleasant disposition, greet guests with the most hospitable attitude upon arrival at the hotel, and willing to offer assistance at all times
Maintain the entrance and main door area clean and tidy, free of obstacles and ensue that traffic through the driveway is controlled
Adhere to guest contact standards at all times
Provide current knowledge of the services and facilities offered by the Hotel, in order to provide reliable information to guests
Assist guests in and out of taxis and other vehicles and remove baggage from vehicles enabling the Bellboy to escort guests, with baggage, to the Front Desk for check-in
Obtain taxis for guests as required and do your best to ensure the guests are not overcharged by taxis by either negotiating with the taxi driver himself, or by cautioning the guest to be on alert
Knowledgeable in assisting guests in requests for transport and other information
Knowledgeable of the events of the day and of daily Hotel activities
Knowledgeable of VIP guests and whenever possible addresses such guests by name
Be accountable for the Hotel’s Loyalty Recognition metric and Problem Resolution metric and drive appropriate initiatives to meet these targets
Bachelor’s degree in Hotel Administration, Business Administration or equivalent,
At least 3 years’ guest service / hotel experience including 1 year in a management capacity, or an equivalent combination of education and experience
Has good writing skills
Possesses problem solving, reasoning, motivating, organizational and training abilities
Strong leadership skills in managing teams
Able to manage complex relationships

130

Front Office Manager Resume Examples & Samples

Works with Human Resources on manpower planning and management need
At all times well groomed, have a pleasant disposition, greet guests with the most hospitable attitude upon arrival at the hotel, and willing to offer assistance at all time
Adhere to guest contact standards at all time
Knowledgeable of the events of the day and of daily Hotel activitie
Knowledgeable of VIP guests and whenever possible addresses such guests by

131

Franchised Front Office Manager Resume Examples & Samples

Ensuring that the front desk team is checking guests in and out of the hotel in an efficient, courteous, and professional manner
Ensuring guests needs and concerns are responded to in a timely, professional and friendly manner with a focus on service recovery when applicable
Ensuring that all safety and security policies and procedures are followed
Interviewing, hiring, coaching and developing team members
Evaluating team performance and taking appropriate corrective action as needed to hold team members accountable
Setting goals, providing ongoing feedback, and rewarding/recognizing team members
Preparing and adjusting weekly work schedules in accordance with staffing guidelines and labor forecasts
Authorizing requests for personal time off, holidays for team members, schedule changes, overtime, and expenditures
Reviewing guest comments and ensuring that problems are identified and corrected in a timely manner
Maintaining an efficient system of communication between the Front Office and other departments, with particular attention to guest arrivals and departures
Monitoring and maintaining the front office systems and equipment to ensure their optimum performance
Minimum of two years front desk experience in a hotel property of similar size and quality
Must be highly organized, results oriented with the ability to be flexible and work well under pressure in a fast-paced changing environment
Ability to handle stressful situations in a calm, professional manner and exhibit good judgment
Strong interpersonal skills: ability to get along with diverse personalities, tactful and flexible
Must have excellent supervisory and interpersonal skills
Ability to work a varied schedule that may include evenings, nights, holidays and weekends

132

Front Office Manager Resume Examples & Samples

Minimum 3 years previous luxury / upscale hotel experience in the related field position
Pre-opening previous experience in large Upscale/Luxury hotel Brand
Excellent communication skills including fluent English, Arabic is a plus
Opera PMS knowledge
Behaves and acts in an exemplary fashion, embodying the brand mindset and representing hotel management
Fully responsible for the supervision, training and performance of all Front of House and Executive Lounge, and day to day administration of the department
Manages and motivates front office teams in line with the brand's recommended behavioral guidelines, in order to provide personalized high quality guest services
Conducts such functions as interviewing, orientation, hiring in conjunction with the Talent & Culture Department, performance appraisal, counseling, coaching, training and suspension if necessary to ensure appropriate staffing and productivity

133

Front Office Manager Resume Examples & Samples

Train all new associates to insure the highest level of professionalism and service is demonstrated at all times
Provide training classes with associates to insure policies and procedures are maintained
Work towards perfecting the monthly secret shopper program
Support the desk during high volume periods, as well as breaks, sick calls and vacation
Insure VIP program is in place
Create reservations per guest requests and availability in the absence of an agent
Monitor payment authorization to insure ample credit has been obtained
Keep records of room availability and guests’ accounts, manually or using computers
Perform simple bookkeeping activities, such as balancing cash accounts
Insure hospitals have ample brochure stock

134

Front Office Manager Resume Examples & Samples

Champions personalized guest service for the Lodge at Vail and administers the Operation Elevation program
Maintains and enforces strict adherence to all Rock Resorts brand standards
Creates services to “elevate” the guest experience and drive perceived guest value within budgetary guidelines
Works with local and VR marketing team to create rooms marketing programs
Tracks all guest issues and organizes data for use with Vail management, condo ownership, LACA, and other key stakeholders

135

Front Office Manager Resume Examples & Samples

Responsible for training and direction of all department team members
Ensure all Front Office quality standards are complied with and that all policies and procedures are consistently applied
Work in conjunction with accounting to maintain and minimize levels of account receivables
Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guests satisfaction
Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest’s expectations
Supervise the activities of the Front Office
Ensure the timely completion of team member work schedules, and performance appraisals
Ensure all guests/owners are being treated in an efficient and courteous manner and that all Hilton Grand Vacation standards are being applied
Bachelor’s Degree or equivalent related work experience
Minimum 1-2 years of supervisory experience
Prior hotel experience
More than 2 years of experience in a supervisory role

136

Front Office Manager Resume Examples & Samples

Ability to effectively manage labour productivity
Human Resources:Hires, develops and retains a diverse workforce to deliver excellent products and services. Creates and sustains a work environment that focuses on fair and equitable treatment and associate satisfaction to enable business success
Sales and Revenue Management:Manages the same day selling strategy to maximize revenue. Supports efforts of the Sales team to achieve hotel revenue and market share goals
Financial Management:Manages the daily operation of the Front Office to achieve or exceed budget expectations. Monitors wages and expenses and makes ongoing adjustments as needed to achieve goals

137

Front Office Manager Resume Examples & Samples

Communicates effectively with Hotel Leadership to ensure appropriate allocation of resources
Establishes standards for Team Member performance, Service to Owners and Guests
Answers guest and owner's complaints and resolves problems
Interviews, hires and evaluates team
Develops and maintains cost and labor controls to ensure operation with budget
Ensure safe secure operation to include safety awareness among staff and proper key control
Maintains an awareness of new trends or legislation that may affect the property (i.e. changes in law, zoning, etc.)
Maintains a general understanding of State and Federal laws governing the operations of interval resorts
Carries out a reasonable request by Management of which the employee is capable of performing
Manages scheduling of employees
Manages procurement/ordering of supplies
Strong relationship building skillset with vendor and/or staffing relations
Out-side-the-box mindset in continually evolving business model
Minimum of 2 years experience in a managerial role
Must possess excellent organizational skills
Capable of delivering elevated customer service levels, meeting expectations of Hilton Club ownership
Prior Front Office Manager experience in a hospitality industry

138

Front Office Manager Resume Examples & Samples

Has a minimum 2 years experience in a similar capacity in the hotel industry
Is meticulous and pays attention to detail
Comes with new ideas for continuous improvement
Can lead and develop a team and is able to empower a team
Is a team player and contributes to the success of the Front Office team

139

Front Office Manager Resume Examples & Samples

Previous Front Office Supervisor experience required
General knowledge of all departments as MOD at night
Evening shift required including weekends and holidays
Ability to work in all areas with minimal supervision
A passion for the hospitality business
Willing to work hard to receive results

140

Franchised Front Office Manager Resume Examples & Samples

Possess knowledge of front office services, hospitality, business and basic accounting principles and practices. Possess organizational skills that result in accurate, timely and thorough work. Ability to effectively and efficiently manage daily operations and resolve operational problems. Ability to appropriately interview, hire, schedule, motivate, train, monitor and address staff performance
Ability to compile facts and figures and analyze information which involves data manipulation or interpretation to arrive at logical conclusions. Ability to anticipate and identify issues and exercise initiative to investigate, interpret and reach logical conclusions and make sound business decisions
Possess strong listening, verbal and written communication skills with professionalism, diplomacy and confidentiality. Display consistent professional leadership while simultaneously handling competing and changing priorities and projects. Remain positive, resourceful and possess the ability to improvise while working in a fast-paced environment, sometimes under pressure
Knowledge of and ability to operate a computer, calculator, phone and other office equipment. Must satisfy and comply with the legal requirements for employment within the jurisdiction

141

Franchised Front Office Manager Resume Examples & Samples

Ensure all front office members deliver the brand promise and provide exceptional guest service
Assist in greeting and checking-in/out guests as needed
Ensure front office staff is familiar with hotel products and services
Regularly review service scores to identify areas that need improvement and respond to guest issues in a timely manner
Handle all guest issues in a courteous and efficient manner ensuring problem resolution is satisfactory
Responsible for the hiring, training, coaching and discipline of the front office team
Ensure weekly schedules reflect business needs and are adjusted accordingly
Responsible for accurate payroll of front office department
Ensure front office team members are in proper uniform and adhere to the Company’s grooming standards
Ensure all brand standard training for the front office team is completed within the required time frame as dictated by the Brand
Ensure company policies are adhered to, relating to financial record keeping, money handling and licensing including timely and accurate reporting of financial information
Ensure daily arrival of VIP’s, special request rooms, long stay guest rooms are pre-blocked in advance. Work with Housekeeping to ensure each room is prepared with appropriate amenities
Work with Housekeeping and Engineering to block rooms as necessary for maintenance
Adhere to hotel grooming and uniform standards
Perform any additional tasks requested by management
Two (2) years previous hotel front office supervisor or management experience
Ability to operate a computer, phone and other office equipment
Hours required: Scheduled days and time vary based on hotel needs. May be required to work weekends
Ability to stand and walk for long periods of time
Ability to push, pull and carry a minimum of 20 lbs
Ability to provide friendly guest service with a smile

142

Front Office Manager Resume Examples & Samples

Bachelor’s Degree or Master’s Degree
Has at least 3 years experience in position
English skill is fluent or near fluent, spoken and written
Professional, highest integrity
Good initiative, able to work under pressure
Able to use computer in general & programs of Microsoft office

143

Front Office Manager Resume Examples & Samples

Be the liaison between departments to ensure consistent higher level of guest satisfaction
Be completely knowledgeable of Hudson policies and procedures
Ensure efficient guest registration, check out, telephone service and inquiry resolution
Observe bellman, concierge, front desk and telephone attendants and ensure that their duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, calls are handled both courteously and professionally, calls are answered on a timely basis and the proper greetings are used, baggage is handled effectively, messages and faxes are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner, and ensure follow through
Direct and train bellman, concierge, front desk and telephone attendants
Direct and assist bellman, concierge, front desk and telecommunications staff in organizing breaks, ensuring that all work is completed efficiently and according to schedule
Conduct pre-shifts
For Union properties only: minimum of three (3) to five (5) years Hotel operational experience in a Union environment
Possess related hotel accounting knowledge
Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance

144

Front Office Manager Resume Examples & Samples

Ability to effectively & professionally represent the hotel on social media
Takes an active role in training all front office staff including developing and implementing training plans
Communicates with guests and associates both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work
Implements and monitors all corporate marketing programs to include HHonors & packages
Organizes and conducts pre-shift and departmental meetings to disseminate pertinent information. Attends other hotel meetings as deemed necessary
Maintain compliance with all Marcus Hotels & Resorts & Hilton Worldwide standards
Performs any other duties as assigned or requested
Previous knowledge of OnQ highly preferred
Previous supervisory experience in a hotel setting and previous Hilton experience highly preferred
Ability to read, write, speak and understand the English Language to communicate with guests and associates
Ability to effectively deal with internal and external customers
Must be able to maintain guest focused at all times

145

Regional Front Office Manager Resume Examples & Samples

Ensures that each patient and team member is given the highest level of customer service and treated with the utmost respect
Serves as a resource for front office staff
Participate in recruiting and retention of front office staff
Assist in training new front office managers
Assist in marketing activities as requested by management
Perform facility audits
Review facility incident reports relating to front office
Assist Front Office Manager with set-up of new locations
Assist role out of new policies in procedures within the region
Participate in monthly facility meetings
Assist in recommendations of front office goals for each ER and track performance against final goals
Partner with HR to ensure front office employees’ records are up to date
Review all patient complaints/grievances related to front office and participate in resolution process with Facility Administrator
Associate degree or equivalent
BLS for the Healthcare provider

146

Front Office Manager Resume Examples & Samples

Perform all duties in a professional manner and in accordance with company policies
Flexibility to work a varied schedule due to business levels and industry demand
Follow all safety procedures to ensure a safe working environment
Maintain uniform and grooming standards as outlined in employee handbook and departmental training
Conduct the appropriate technical training (STO’s) with the front office staff. Inspect and ensure that housekeeping standards are maintained at the front entrance as well as the back of the house
Be thoroughly knowledgeable in Maestro system operations. Stay current on MAESTRO upgrades, and attend Maestro training whenever applicable. Be knowledgeable in Travel Click and Ihotelier
Communicates with Area Director of Revenue on issues concerning Travel Click and Ihotlier
Assist in setting up special transient packages
Review and understand daily event sheets and function sheets in order to properly and knowledgeably respond to any guest or co-worker requests, questions, or concerns
Knows property layout and directs guests by utilizing daily event sheets, function sheets or other documents or reference materials
Assesses and offers creative suggestions and recommendations to guest/conferee requests
Upsells goods and services offered by hotel
Attend conference review, staff, and any other rooms related meetings
Maintain a sound working relationship with the reservations team to ensure guest satisfaction and accurate group billing and group set-up
Maintain positive meeting planner relations
Completes and coordinates scheduling for department to be posted weekly
Evaluates all employees on performance standards and accompanying STO’s after initial employment period and annually thereafter. Evaluation forms to be completed candidly, objectively, and in a timely fashion
Offers guidance and time frames for areas needing improvement
Completes front office payroll
Reviews and completes monthly commissions
Assists reservation department in answering incoming calls through the call manager system
Maintain accuracy of bank by daily computations; understand completely all functions and responsibilities of daily bank counts and drops
Maintain accuracy of Maestro or employees’ banks; and ensures the competence of Maestro or employees in regards to all functions and responsibilities of daily bank counts and drops
Ensures that all employees attend a monthly meeting to communicate and define new policies and procedures. Assures documentation of meeting minutes and monitors topics to assure a safety related issue is discussed at each meeting
Ensures that prescribed policies for financial function are executed
Ensures all cash and credit handling procedures are followed
Immediately reports to Director of Finance any discrepancies or gross omissions of financial policy
Responsible for completion of 10-day room forecast
Ensures all policies and procedures are adhered to; seek guidance of Human Resources signature on form prior to administering disciplinary action to employees. Even distribution of disciplinary actions throughout department and positions under jurisdiction
Manages the entire transportation operation including timely billing, cost control and overall guest satisfaction
Monitor a perpetual maintenance log for hotel transportation
Be responsible for the appropriate testing of all personnel charged with driving hotel vehicles
Inspect vehicles on a routine basis to monitor cleanliness and serviceability
Maintains department training manuals, as well as ensuring that points of training topics are identified and presented at monthly department meetings
Follow all prescribed procedures for interviewing and hiring of employees. Seek guidance of Human Resources for maintaining updated information on laws, policy and procedures for interviewing and hiring of employees
Provide assistance in other job classifications as determined necessary by immediate superior
Manages the complete set up of groups
A minimum of two years Front Office supervisory experience
Competent in the operation of a personal computer including the operation of the following software applications: Microsoft Word, Microsoft Excel, Microsoft Windows, and Microsoft Outlook
Exceptional customer service skills in concordance with the AAA 4 Diamond Service Standards
Able to prioritize and complete multiple tasks within the required time frame
Highly skilled in conflict resolution

147

Front Office Manager Resume Examples & Samples

2-4 year degree or diploma from an accredited university or college in Hotel and Restaurant Management, Hospitality, Business Administration is preferred
2-4 years leadership experience in Front Office Operations or related professional area
Hotel Front Office Management experience is required for this role

148

Front Office Manager Resume Examples & Samples

Works with the hotel General Manager to achieve and exceed guest satisfaction scores in all areas of the hotel
Responsible for satisfaction scores for the front desk operations. Addresses any deficiencies in the area immediately
Works with the corporate training department to develop action plans as necessary to achieve expected guest satisfaction scores
Effectively trains guest service agents on proper front desk procedures
Recruits, interviews and selects, in conjunction with the General Manager, the most qualified candidates for front desk positions
May prepare weekly schedules for front office staff
Address performance deficiencies of front office staff through coaching and disciplinary actions
Complete performance evaluations for front office staff timely
May be responsible for posting weekly guest satisfaction scores for hotel associates to see and review
Ensures guest service agents are in compliance with clean, neat uniforms and name badges
Required reports are timely and of a quality that can be shared with corporate
Rates are accurate and monitored daily
Is proficient at managing inventory in the property management system
Frequently meets with and reviews work generated by the night auditor
Maintains regular attendance and is consistently on time
Maintains high standards of personal appearance and grooming, which include compliance with the dress code
Performs any other duties as requested by supervisor
Ensures work responsibilities are covered when absent
Takes ownership of all work performed and communicated
Completes tasks on time or notifies appropriate person with an alternate plan
Solicits customer feedback to improve service
Personally demonstrates a commitment to customer service by anticipating and responding promptly to guest needs
Monitors and controls labor costs
Seeks approval for overtime, if required
Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience
Ability to write routine reports and correspondence
Ability to interpret and perform basic computer functions. Knowledge of Outlook, Word, and Excel
Position has supervisory responsibilities of front office staff
Stand more than 2/3 of the time
Walk less than 1/3 of the time
Sit less than 1/3 of the time
Lift up to 15 lbs less than 1/3 of the time
Push / pull up to 15 pounds

149

Front Office Manager Resume Examples & Samples

Four-year college degree, preferably in the hospitality industry
Two years of experience in a similar resort or conference center
Two years of management experience in Front Office or Reservations
Resolving guest problems expediently and in a professional manner
Ensuring exceptional guest service is delivered at the front desk, concierge and guest services
Scheduling staff to reflect daily occupancy and making sure schedule is concurrent with the arrival and departure pattern
Attending required meetings as a representative of the Front Office
Attending departmental and stand -up meetings
Handling disciplinary action, coaching and counseling sessions and related personnel issues
Ensuring all group rooming lists are accurate and coordinating any special group requests
Delegating work among the staff in an equitable manner
Conducting daily stand-up meetings

150

Front Office Manager Resume Examples & Samples

Manage and supervise all tasks of front office personnel to ensure guests receive prompt, cordial attention and personal recognition
Monitor Front Office, and particularly Guest Relations personnel, to ensure priority guests, repeat guests and other VIPs receive special attention and recognition
Interpret computer reports and compile relevant statistics for front office
Communicate to Director of Rooms all pertinent information such as the expected arrival and departure of VIPs
Prepare efficient work and vacation schedule for Front Office Staff, taking into consideration project occupancy and forecasts and any large group movements
Work with the Human Resource Manager to ensure the departmental performance of staff is productive. Duties include
Degree from School for Tourism & Hotel Management
Minimum 5 years’ relevant experience with at least 3 year at a management level

151

Front Office Manager Resume Examples & Samples

3 – 5 years previous Front Office Manager experience with a full service hotel is
Opera PMS experience preferred
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10

152

Front Office Manager Resume Examples & Samples

Develop the resort operating strategy in order to provide innovative and exciting guest experiences that meet the business objectives
Participate in the preparation of the Annual Business Plan, and Sales and Marketing Plans to ensure Rooms operations are adequately represented
Co-ordinate the organisational and administrative functions in all areas of the operation to ensure delivery of the strategy and compliance with Jumeirah standards
Monitor service and product standards in all areas of the resort ensuring relevant colleagues take corrective actions as necessary
Monitor the activities and trends of competitor resorts to keep up to date with local and international trends in order to ensure the competitive advantage of the resort
Make recommendations for modernisation of equipment, service methods, and presentation to improve guest satisfaction and profits
Monitor closely the profitability of all areas in order to provide solutions to improve problem areas and assist in implementing corrective measures
Set annual operating budgets which will form part of the Business Plan and ensure ongoing monitoring of Departmental P&L
Participate in public relations activities, sales calls or other promotional activities designed at enhancing the image and profitability of the resort
Provide creative ideas to project and enhance the image of the resort
Personally and frequently verify that guests in the resort are receiving the best possible service available in order to make continuous improvement
Spend time in the various operations to ensure the operation is managed according to standard
Ensure the privacy and security of in-house guests are maintained by the team
Handle customer complaints effectively in close liaison with other departments to ensure brand standards and customer satisfaction
Administer the overall effort of cost control to ensure efficiency, productivity and departmental profitability without compromising the guest experience
In liaison with the Revenue Manager facilitate revenue production in order to maximize gross revenues and revenue per room
Promote upselling and cross selling within the team and monitor progress and achievements
Assist with overseeing Housekeeping in liaison with Housekeeping Managers
Conduct direct report appraisals and draft development plans
Maintain high energy and a culture of excellent communication and teamwork in the Rooms department
Positive with a ‘can-do’ attitude
Experience working in a multicultural team including working in an isolated resort environment
Flexible working hours, hands on, patient, people’s person and very service oriented
Excellent organizational skills, able to multitask and meet deadlines
Excellent command of written and spoken English

153

Franchised Front Office Manager Resume Examples & Samples

To ensure that rooms have been serviced and maintained to the standards established by the Company
To ensure effective liaison between reservations and front office staff with other departments (e.g. housekeeping)
To ensure that credit control procedures are strictly adhered to, that no bills exceed the stipulated limit without prior approval and that written confirmation, purchase orders, or order numbers are on file
To ensure that accounts are balanced daily
To ensure that inquiries, messages, theatre bookings are dealt with courteously and efficiently
To ensure that incoming and outgoing telephone calls are handled promptly and courteously
To carry out systematic checks of all Front of House areas for maintenance requirements, repairs or refurbishing, ensuring that these are acted on without delay
To ensure that the Hotel Entrance is easily accessible to cars and taxis at all times
To hold regular meetings with all Heads of Department. To ensure that manning levels are correct and these are not exceeded without permission
To ensure that the most suitably qualified person is appointed in the event of a vacancy - wherever possible this should be an internal promotion
To ensure maximum security in all areas under your control
To act as Duty Manager when required
To ensure accurate and timeliness submission of all reports and administrative work
To prepare and submit on the required format annual budgetary information and updates as required
To monitor trends within the industry and make suggestions how these could be implemented
To be familiar with all local Civil Defense measures
Make business decisions based on production reports and similar facts as well as on your own experience and personal opinions
Be available for work evenings, weekends and holidays
Physical Demands: Lifting 20 lbs. Maximum with frequent lifting and/or carrying of objects weighing up to 10 lbs. Requires walking or standing to a significant degree, reaching, handling, feeling, talking, hearing

154

Front Office Manager Resume Examples & Samples

Computer skills including word processing, spreadsheets & familiarity with brand specific Property Mgmt Systems
Excellent communication, presentation and listening skills
Ability to read and interpret business records and statistical reports
Ability to use mathematical skills to interpret financial information
Ability to analyze and interpret policies established by administrators
Ability to make decisions based on production reports and similar facts, your own experience, and personal opinion
Minimum of two years experience at front desk with complete understanding of front office operations. Previous experience in hospitality management preferred
Superior customer service and public relations skills
Ability to communicate clearly and effectively with customers, co-workers, and managers
Knowledge of Microsoft Office, Internet, and property management systems

155

Kellogg Center Front Office Manager Resume Examples & Samples

Develops, assists in developing, maintains and oversees adherence to policies and procedures designed to provide high quality guest services within a competitive cost structure
Monitors guest activity and satisfaction, answers questions, resolves complaints and responds to suggestions
Interviews, recommends for hire, and reviews the performance of assigned regular and student support staff, including employee discipline as needed
Oversees training and development of assigned support staff including cross training in order to ensure continuity and effective operations of guest service areas
Oversees staff scheduling; monitors employee morale and resolves concerns and problems; answers questions regarding policies, procedures and operational activities; and assists assigned support staff in providing optimal customer service and in performing assigned responsibilities
Monitors and maintains assigned accounts; prepares budgets, forecasts and related fiscal and operational information; and oversees adherence to budgets and costs
Oversees inventory maintenance and control pertaining to areas of responsibility
Reviews data; prepares reports, and responds to changes in the business and operational environment in order to provide high quality, cost effective guest services
Reviews reports, monitors customer feedback systems and assists with resolving problems related to guest services and areas of responsibilities
Serves as a liaison between guest services and other departments
Assists with the overall administration of the Kellogg Center as part of the management team, including attending management meetings
Oversees the maintenance of a safe work environment
Maintains knowledge in hotel and guest service operations through course work, literature, and attendance at seminars, conferences, etc

156

Front Office Manager Resume Examples & Samples

Bachelor's degree/higher education qualification or equivalent
3 years of experience on Front Desk or in Guest Services
Fluent written and spoken Thai and English. Other languages are a plus
Strong leadership skills, quality oriented and with a drive for results

157

Front Office Manager Resume Examples & Samples

Strong supervisory skills
2 years of supervisory experience in customer service and/or veterinary field
Responsible for the day-to-day client service areas of the front office and internally with departmental relations. This includes interviewing, training, coaching, developing, mentoring and disciplinary action as appropriate
Assist Hospital Manager with day to day operations
Identify and provide recommendations for potential problems, non-routine situations, work flow processes, and client service needs to the hospital manager
Make decisions on behalf of the department utilizing good judgment, which demonstrates the best interest of the hospital and the clients
Assist in the development and delivery of employee evaluations for the front desk with hospital manager

158

Front Office Manager Resume Examples & Samples

Build and maintain a team of highly engaged team members with a strong focus on guest experience
Supervise the training of all front desk, reservations and guest service employees
Ensure exceptional guest service is delivered at the front desk, concierge and guest services
Direct the efforts of the Assistant Front Office Managers, Front Desk Supervisors, Guest Service Captains, Lead Concierge, Concierge, Guest Service Agents and Front Office Agents
Two years experience in a similar resort or conference center

159

Franchised Front Office Manager Resume Examples & Samples

Develop and implement controls for expense management
Utilize labor management tools to schedule and control labor costs
Ensure timely completion of performance appraisals
Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality
Ensure compliance of front office, guest service, and PBX standard operating procedures and policies
Ensure all Front Office Quality Standards are complied with and are consistently applied
Minimum of 2 years Front Desk experience, preferably in leadership role
High School Diploma or equivalent required, Bachelor's degree preferred
Able to handle cash and credit transactions
Computer literacy and financial management a must
Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts
General knowledge of local area attractions and transportation
Able to observe and detect signs of emergency situations
Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates
Able to establish and maintain effective working relationships with associates and customers
Able to make sound business decisions and take action quickly based on previous experience and good judgment
Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning
Command of the English language both written and verbal

160

Front Office Manager Resume Examples & Samples

Minimum 2 years hospitality experience
Luxury hotel experience preferred
Ability to forge professional relationships with guests and fellow team members
Computer proficiency Windows Office Suite
Computer skills property manangement systems (OPERA preferred)
Minimum 2 years previous front desk experience
Minimum 2 years supervisory experience
Ability to focus and follow-through on details
Ability to train team members to uphold all standards and requirements of THE TENNESSEAN Hotel (including the Appearance Standards Policy)
Ability to continuously energize the Guest Services Team and stay up-to-date with research regarding luxury hotel guest service experiences and technologies
Ability to use time efficiently and productively
Ability to present information professionally and efficiently in front of groups (e.g., Executive Committee, Departmental Line-ups, Orientation, etc)
Ability to understand, organize, and implement strategic planning procedures
Ability to understand and respond appropriately to guest inquiries and needs while remaining calm, courteous, and professional
Ability to promote positive relationships with guests via email, in person, and/or over the phone
Ability to fairly and accurately hold all Guest Services Team members accountable for their professional demeanor, appearance, and work practices
Ability to ensure quality of training and training competency amongst team members
Evaluate the staffing requirements and prepare work schedules weekly, adhering to budget goals
Handle coaching and counseling sessions in accordance with Benchmark Global Hospitality standards and Human Resources
Communicate anticipated business demands daily with each team member
Conduct daily line-ups
Ensure team member’s knowledge of hotel services, features, and amenities
Assign specific tasks to the staff as they arise
Assist Guest Services Team members whenever necessary in performing all job functions
Conduct ongoing training with existing team members and ensure that new team members are properly trained
Coordinate all group requests and needs
Coordinate all sales requests and needs
Monitor and maintain cleanliness and working conditions of equipment and supplies
Prepare work orders for equipment repairs and distribute to Engineering
Ensure payroll is documented and submitted accurately
Prepare purchase orders and ensure all supplies are ordered
Conduct performance appraisals as required
Complete daily walk throughs for cleaniness, uniform compliance, and maintenance
Responsible for the adherence and enforcement of all policies and procedures of Benchmark Global Hospitality and of THE TENNESSEAN Hotel
Must approve all schedules of the Guest Services Team
Responsible for the training and support of the Guest Services team to ensure complete guest satisfaction
Responsible for ensuring that all members of the Guest Services Team adhere to appearance standards and requirements at all times
Leads, manages, and oversees all bell, door, valet, and front office team members
Maintains a continuous and positive relationship with other departments in order to guarantee guests are receiving quality services that exceed their expectations
Responsible for timely employee reviews. Oversees and/or handles all disciplinary actions for department
Follows-up on any guest complaints, issues, and missed guest opportunities. Relays information to other departments as needed
Responsible for creating and maintaining a unique, luxury experience for guests from guest arrival to departure
Responsible for creating and upholding THE TENNESSEAN Hotel Arrival and Departure Processes
Responsible for any and all reviews and scores regarding the Guest Services Team
Attends all Management training as required. Presents information to Ownership and Management as requested
Attends meetings and conferences as required
Must possess and consistently demonstrate all “skills” listed

161

Front Office Manager Resume Examples & Samples

Organizes, directs, and monitors daily activities of front desk agents, concierge, bell/valet, security, and night audit personnel
Directs, implements, and maintains service standards
Maintains complete knowledge at all times of daily house count, expected arrivals/departures, scheduled in-house group activities, all room rates, special packages and promotions; communicates information to appropriate staff
Monitors guest registration, check-out, and telephone service
Develops, implements, and monitors department budget; manages expenses within approved budget constraints
Develops, implements, and maintains programs/processes to enhance guest satisfaction and ensure front office operations are efficient and profitable
Performs front desk agent responsibilities as needed to process guests expediently including but not limited to checking guest into hotel, responding to guest questions, resolving guest problems/complaints, answering telephone, making guest reservations, and checking guests out of hotel
Ensures that guests’ needs are fulfilled and their stay is as pleasurable as possible; assists with dining, entertainment, or transportation reservations as needed
Assists front office staff with resolution of guest problems/complaints as needed
Possesses and maintains thorough knowledge of hotel services, facilities, and policies and area’s attractions
Prepares accurate and timely reports as required
Hires, trains, supervises, motivates, and develops front office staff; manages schedules and workflow
Assigns duties and monitors quality of work; assures staff conforms to organizational policies and procedures and safety regulations
Provides day-to-day guidance and oversight of subordinates; actively works to promote and recognize performance
Keeps up to date on overall activities of the team, identifying problem areas and taking corrective actions

162

Franchised Front Office Manager Resume Examples & Samples

Directs the Front Office staff, by coaching, counseling, providing guidance, correcting work, while motivating team to improve and maintain positive morale
Provides training for the Front Office staff, to include completing performance reviews
Establish standards and procedures for work for the Front Office. Plans work schedules and daily assignments to ensure adequate service, according to labor standards and occupancy
Interview, hire, train, resolve problems, provide open communication and recommend discipline and/or termination when appropriate
Maintain company programs and ensure service standards are met throughout the Front Office team
Prepare reports and forecasts in order to maximize revenue and enhance guest service and minimize expenses; prepare budgets as needed
Resolve guest concerns/complaints; address root issue
Work with the Sales team to discuss and implement strategies to improve occupancy levels and revenues
Monitor front office systems and technology
Other duties and responsibilities as assigned
The employee may be expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description
Maintain a safe work environment for co-workers and a safe hotel for guests; please refer to Section 7.0 in the Team Member Handbook for specific examples
Maintains strong influence within all hiring, training, performance evaluations, discipline and/or termination decisions
Responsible for receiving, processing and investigating complaints made per the existing harassment policy

163

Front Office Manager Resume Examples & Samples

Respond to all guests’ requests, problems, complaints and/or accidents presented at the front desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction
Motivate and develop guest services associates according to Wyndham S.O.P.'s
Manage the interviewing process of candidates for guest services positions and follow standards for hiring approvals
Write and deliver associate performance reviews in accordance with Wyndham standards
Attend daily and monthly rooms meetings
Work at front desk, concierge, and bell desk as appropriate
Maintain a professional working relationship and promote open lines of communication with managers, associates and other departments
Work closely with accounting on follow-up items, i.e., returned checks, rejected credit cards, associate discrepancies, etc
Operate all aspects of the guest services computer system, including software maintenance, report generation and analysis, and simple programming
Monitor proper operation of the P.B.X. console and ensure that associates maintain Wyndham SOP's in its use
Ensure staff greet and welcome all guests approaching the front desk in accordance with Wyndham SOP’s
Ensure implementation of all Wyndham policies and house rules. Understand hospitality terms
Preparation of revenue and occupancy forecasting
Must maintain constant communication with housekeeping department
Operate radios efficiently and professionally in communicating with hotel staff
Ensure correct and accurate cash handling at the front desk
Follow and enforce all Wyndham hotel credit policies
Ensure that associates are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other associates
Maintain and monitor "Lost and Found" procedures and policies according to Wyndham standards
Focus the guest services department on their role in contributing to the guest service and audit scores
Review daily guest services work and activity reports generated by Night Audit
Be familiar with all Wyndham Rewards programs and offers
May have multiple direct reports including managers, on the line supervisors, and hourly positions
Management experience required

164

Front Office Manager Resume Examples & Samples

Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis
Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and desired financial results
Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results
Provides guidance and direction to subordinates, including setting performance standards and monitoring performance

165

Front Office Manager Resume Examples & Samples

1-2 years of medical office experience required
2 years management experience preferred
Demonstrate effective leadership skills, including decision-making, problem-solving, and conflict resolution
Ability to organize and supervise diverse individuals
Good communication skills, both written and verbal
Good interpersonal and interaction skills
Good time-management skills
Knowledge of various computer applications, including office automation software and practice management applications
Ability to evaluate and appropriately respond to verbal and nonverbal communication from patients in diverse stages of development, i.e. adolescents, adults and geriatrics
Addresses patient concerns or accolades when needed
Actively supports, demonstrates knowledge, and enforces compliance with CH policies pertinent to Cancer Care operations
Train and assist in developing and maintaining an orientation program for new business office personnel
Oversee employees in accordance to established CH policies on attendance, customer satisfaction, and performance as needed
Assist the Executive Director with evaluations of employee performance according to CH evaluation schedules. Provide routine feedback at least quarterly
Monitor and maintain time and attendance records and reconcile staff hours worked
Establish and maintain employee job, productivity and outcome standards within areas of responsibility
Establish, document, and maintain productivity and outcome standards to successfully achieve departmental and CH objectives
Proficient in all aspects of clerical duties and performs them on a daily basis
Establish, document, and maintain policies and procedures clearly defining work activities, including employee work schedules, telephone techniques, correspondence flow, patient flow, filing and other clerical services. Ensure staff are trained and meet standards
Work in conjunction with management, physicians and staff to consistently review office standards and activities and improve office operations as needed
Assist in the development and revisions of job procedures and descriptions as needed
Assist with processing and monitoring time in Kronos
Ensure consistently efficient operation of activities
Assists in provision of patient needs and expediting flow through center as needed
Establish a process to ensure efficient communication of job-related issues
Ensure work and work areas are maintained in a neat, orderly manner
Operate areas of responsibility in a cost-effective manner
Manage Cancer Center office supply account. Assists clinical staff in ordering supplies. Assist in maintaining inventory of office supplies and equipment
Promote and perform department cost-containment activities and cost-reduction projects
Provide timely, cost-effective service to the Cancer Center
Assist in completing departmental analyses and projects
Collect, maintain, and report data relating to monthly statistics and patient activity as requested by the Executive Director
Demonstrate compliance to the health system’s cultural behaviors, mission, vision, values, and commitments. Provide leadership for and personally demonstrate CH values
Demonstrate a positive attitude to all customers and fellow employees
Maintain a safe, clean and attractive environment
Communicate with compassion and courtesy
Anticipate customer needs
Maintain patient privacy and confidentiality
Other Responsibilities
Post daily batches; review each batch to ensure all charges have been keyed correctly and according to guidelines
Provides an environment for high employee morale within the department
Provides an environment conducive to receive feedback from subordinates, peers, and superiors

166

Franchised Front Office Manager Resume Examples & Samples

Encourages and builds mutual trust, respect, and cooperation among team members
Understands employee positions well enough to perform duties in employees' absence
Establishes and maintains open, collaborative relationships with employees and verifies employees do the same within the team
Verifies recognition of employees is taking place across areas of responsibility
Communicates performance expectations in accordance with job descriptions for each position and monitors progress
4 years experience in the guest services, front desk, or related professional area
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major
Ability to communicate effectively with the public and other Team Members
Prior experience preferred
Read, write and speak English fluently

167

Senior Front Office Manager Resume Examples & Samples

Develop and lead a positive, professional and strong team, with a focus on guest satisfaction, quality of service and delivery and development of a high level of skills. Act as a role model in leading this through The Merlin Way
Ensure all queries and complaints are dealt with accordingly and exceed guests’ expectations along the way
Lead by example while being a role model for the Merlin Way
Impact and influencing skills
3 – 5 years of successful experience in a front desk management position within a comparable hotel with 24 hour reception required. Proficiency with Opera is essential. Experience managing a team of direct reports with a proven track record of motivating a team to provide excellent guest service

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Front Office Manager Resume Examples & Samples

Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results
Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations
Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations
Solicits associate feedback, utilizes an “open door” policy, and reviews associate satisfaction results to identify and address associate problems or concerns
Ensures associates are treated fairly and equitably
Empowers associates to provide excellent customer service
Understands the impact of Front Office operations on the Rooms area and overall hotel financial goals
Manages associate progressive discipline procedures for Front Office Staff
Administers the performance appraisal process for direct report managers
Interviews and hires supervisors and hourly associate team members with the appropriate skills and in a timely manner to meet the business needs of the operation
Manage car park to ensure revenue capture and control
Observes service behaviors of associates and provides feedback to individuals and/or managers
Manages department controllable expenses to achieve or exceed budgeted goals
Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs)
To ensure all Regional Health & Safety policy is adhered to, ensuring conformity and awareness at all times
Managed department in line with all regional targets and initiatives relating to Front Office
To set the annual leisure budget for all leisure facilities, incorporating in to this a strategy for growth of revenues and profit
To install appropriate cost control processes, including labour scheduling and forecasting
To ensure an effective maintenance schedule is in place. To liaise with the Chief engineer to agree and implement CAPEX projects for continuous improvement
To ensure compliance with Marriott brand standards, and Standard Operating Procedures
To implement and review effective daily club processes
To set, monitor and manage Key Performance Indicators for the club
To ensure the club has a marketing strategy that reflects the target market & demographics of the location
To set the membership strategy, including new sales and retention/attrition. To implement a calenderised schedule of activities and social events. To conduct Property Diagnostic Process actions on all local competitors
To manage the performance of the leisure team in accordance with the club Revenue, Profit and Membership Satisfaction Survey targets
To ensure the correct process is followed with regard to all leisure personnel issues
To ensure all the following health and safety considerations are appropriately actioned
Job Specific Computer Skills - Using computer hardware and software specific to job (e.g., MARSHA, PMS, SFA, NGS, Delphi, Point of Sale, HR technology)
Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
Operating Procedures - Knowledge of Standard and Local Operating Procedures (SOPs and LSOPs) that apply to job
Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.)
Number Facility - The ability to add, subtract, multiply, or divide quickly and correctly
Mathematics - Using mathematics to solve problems
Originality - The ability to come up with unusual or clever ideas about products, services or situations, or to develop creative ways to solve a problem

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Front Office Manager Resume Examples & Samples

Previous experience with Windows, Office, and SMS or similar property management system
Ability to sustain composure at all times and remain calm during difficult situations
Possess strong leadership, motivational, organizational and verbal communication skills

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Front Office Manager Resume Examples & Samples

Front Office Manager Resume Examples & Samples

Front Office Manager Resume Examples & Samples

Front Office Manager Resume Examples & Samples

Front Office Manager Resume Examples & Samples

Front Office Manager Resume Examples & Samples

Front Office Manager Resume Examples & Samples

Front Office Manager Resume Examples & Samples

Front Office Manager Resume Examples & Samples

Front Office Manager Resume Examples & Samples

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Front Office Manager Resume Examples & Samples

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Franchised Front Office Manager Resume Examples & Samples

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Front Office Manager Resume Examples & Samples

Front Office Manager Resume Examples & Samples

Front Office Manager Resume Examples & Samples

Front Office Manager Resume Examples & Samples

Front Office Manager Resume Examples & Samples

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Front Office Manager Resume Examples & Samples

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Front Office Manager Resume Examples & Samples

Front Office Manager Resume Examples & Samples

Front Office Manager Resume Examples & Samples

Front Office Manager Resume Examples & Samples

Front Office Manager Resume Examples & Samples

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