Courtyard Charlotte Gastonia | 1856Remount Rd., Gastonia, NC 28054We are always looking for people that have a heart for service to join our company. Maya Hotels owns and operates great brands from Hilton, Marriott, & IHG. We understand that creating a desired employee experience is key to helping us deliver exceptional guest experiences and become an employer of choice. We believe that if you take care of your employees, they will in turn take care of your customers and guests.Position Summary: The Hotel Front Office Manager is responsible for overseeing all aspects of the front office operations in a hotel. This role involves managing a team of front desk staff and ensuring efficient and smooth operations in areas such as guest services, reservations, check-in/check-out, and concierge services. The Front Office Manager plays a crucial role in providing exceptional guest experiences and maintaining high standards of service.Responsibilities:
Team Leadership:- Supervise and train front desk staff, including receptionists, concierge, and bell staff.
- Set performance expectations, provide guidance, and conduct regular performance evaluations.
- Foster a positive work environment and promote teamwork among staff members.
- Lead by example and provide excellent customer service.
Guest Services:- Ensure guests receive a warm welcome and efficient check-in/check-out process.
- Handle guest inquiries, requests, and complaints, resolving issues promptly and effectively.
- Maintain a guest-centric approach, ensuring guests' needs are met and expectations exceeded.
- Monitor guest feedback and take appropriate actions to address areas of improvement.
Reservations and Revenue Management:- Oversee the reservation process, ensuring accuracy, efficiency, and proper documentation.
- Coordinate with the sales and marketing team to maximize occupancy and revenue.
- Implement strategies to optimize room rates, upsell opportunities, and minimize no-shows.
- Monitor daily arrivals, departures, and room availability to facilitate smooth operations.
Front Office Operations:- Develop and enforce standard operating procedures for the front office department.
- Maintain accurate records of room inventory, guest accounts, and financial transactions.
- Collaborate with other hotel departments to ensure seamless communication and coordination.
- Monitor and maintain the front desk and lobby area to ensure a clean and welcoming environment.
Training and Development:- Identify training needs and develop training programs for front office staff.
- Conduct regular training sessions to enhance staff skills and knowledge.
- Keep the team updated on hotel policies, procedures, and industry trends.
- Foster a culture of continuous learning and improvement within the front office department.
Budgeting and Financial Management:- Assist in preparing the front office budget and monitor departmental expenses.
- Control costs through effective inventory management and resource allocation.
- Analyze financial reports and implement strategies to maximize revenue and minimize expenses.
- Collaborate with the accounting department for accurate billing and financial reconciliations.
Qualifications and Skills:
- Bachelor's degree in Hospitality Management or related field (preferred).
- Proven experience as a Front Office Manager or in a similar role.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Exceptional customer service and problem-solving abilities.
- Knowledge of hotel property management systems and reservation software.
- Familiarity with revenue management and financial reporting.
- Ability to multitask, prioritize, and work well under pressure.
- Flexibility to work shifts, weekends, and holidays as required.
This job description is intended to provide an overview of the responsibilities and requirements of the position. May be asked to perform any other duties as assigned by the direct supervisor.