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Front Office Manager

posted December 29, 2016

Aloft Houston Downtown
Houston, TX
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Experienced Manager wanted for Trendy Downtown hotel
497702 l

About This Job

Job overview

Manage all aspects of the front office, for example guest registration, bell services, business centre, telephone services, concierge services, and guest reservations to deliver a guest experience that is unique and brings the brand to life.

We want people who are friendly, welcoming and full of life; people who are always finding ways to make every guest’s experience an enjoyable one.

 

Duties and responsibilities

Financial returns:

  • Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management.
  • Oversee night audit function and preparation of daily financial reports.
  • Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.

 

People:

  • Manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.
  • Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties.
  • Ensure staff is properly trained on systems, security and cash handling procedures, and service and quality standards.

 

 

 

Guest experience:

  • Ensure front office staff provides guests with prompt service, professional attention and personal recognition. 
  • Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships drive continuous improvement in guest satisfaction. 
  • Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.

 

Responsible business:

  • Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
  • Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.
  • Perform other duties as assigned. May also serve as manager on duty.

 

Accountability

This job is the top Front Office job at a full-service hotel or at a regional extended-stay hotel. May report to a Director of Rooms at a large luxury or resort hotel. Typically supervises front desk agents, and bell/van services, reservations, PBX, etc. May oversee subordinate supervisors.

 

Qualifications and requirements

Bachelor’s degree / higher education qualification / equivalent in Hotel Management/Business Administration, plus 3 years’ Front Office/Guest Service experience including management experience. Must speak fluent English. Other languages preferred.

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About This Employer

Aloft Houston Downtown

820 Fannin Street

Houston, TX 77002

Telephone (713) 225-0200

168 Room Hotel

www.starwoodhotels.com

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arrive & explore: what’s nearby

Celebrate your style at Aloft Houston Downtown, a hip new hotel that’s surrounded by multinational corporations, sports venues, and world-class museums and theaters. We offer easy-breezy access to much of the Inner Loop via nearby METRORail stations.

stay & play: public spaces

Meet & mingle with friends at our w xyz(SM) bar, grab a sweet, savory, or healthy snack from re:fuel by Aloft(SM), our 24/7 pantry, or play in our re:mix(SM) lounge. Plus, you can always stay connected with free hotel-wide wired and wireless High Speed Internet Access!

rest & refresh: Aloft rooms

Breeze into one of our Aloft rooms, featuring our ultra-comfortable signature bed, walk-in shower, custom amenities by Bliss® Spa, and more. Our plug & play connectivity station charges all your electronics and links to the 42” LCD TV to maximize work and play.