Front Office Manager Resume Samples

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HC
H Corwin
Helga
Corwin
938 Emie Walk
Phoenix
AZ
+1 (555) 590 0706
938 Emie Walk
Phoenix
AZ
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
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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15 Front Office Manager resume templates

1

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
2

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
3

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
4

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
5

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
6

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
7

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
8

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
9

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
10

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
11

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
12

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
13

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
14

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
15

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
16

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
17

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
18

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
19

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
20

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
21

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
22

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
23

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
24

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
25

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
26

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
27

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
28

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
29

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
30

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
31

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
32

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
33

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
34

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
35

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
36

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
37

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
38

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
39

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
40

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
41

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
42

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
43

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
44

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
45

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
46

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
47

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
48

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
49

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
50

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
51

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
52

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
53

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
54

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
55

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
56

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
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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
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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
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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
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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
61

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
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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
63

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
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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
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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
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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
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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
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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
69

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
70

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
71

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
72

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
73

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
74

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
75

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
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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
77

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
78

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
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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
80

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
81

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
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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
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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
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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