Location: Houston,TX, USA
Property
We are seeking a dynamic individual who is motivational, passionate, and fun! We want you to lead our Front Office Team to ensure the effortless and seamless movement of guests in and out of the hotel and to provide exceptional levels of service throughout our guests' stay.
The Front Office Manager will be responsible for the day-to-day operations of the front office guest services team and bell staff. The Front Office Manager will ensure guest service standards are being applied consistently and that all hotel and department policies and procedures are followed and adhered to.
Your Role:
* Always manage all aspects of front office operations.
* Oversee schedules of team members being made correctly to ensure proper coverage.
* Monitor the performance of AFOMs and recommend corrective and disciplinary action, or other staffing/human resources-related actions in accordance with company policies and procedures.
* Alert senior management and partner with them for potentially serious issues.
* Ensure all staff are professionally trained by the AFOMs and have the tools and equipment to conduct their job functions effectively.
* Ensure guests receive prompt, professional attention and are greeted upon arrival.
* Respond appropriately to guest complaints and ensure the Implementation of appropriate service recovery gestures to ensure total guest satisfaction.
* Ensure service is up to par and expectations met for VIP, or special needs or requests and follow up on execution.
* Communicate and assist in achieving departmental guest satisfaction, revenue, and profit goals and objectives.
* Partner with AFOMs to manage labor costs and expenses within budget.
* Assist in managing hotel revenue generation & maximization through full utilization of company systems, business processes, and specifications.
* Ensure procedures are followed for security of monies, credit and financial transactions, and guest security.
* Conduct inspections of the front office and immediate public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company.
* Train appropriate staff to serve as a central communications point during emergencies/crises.
* Promote teamwork and quality service through daily communication and coordination with other departments.
* Partner with DOE in ensuring all team members have access to and use HOT SOS for work orders.
* Will serve as manager on duty as required.
Qualifications
* Bachelor's degree in Hotel Management, Business Administration, or related field preferred plus 2 or more years as an Assistant Front Office Manager experience required or a minimum of 3 years experience as an AFOM including guest services experience.
* Experience in the Opera system is a must and experience in Hyatt Systems is a plus.
* Must speak fluent English. Other languages preferred not required.
Please be advised, that we are a large full-service hotel, and as such this position requires extended periods on your feet with frequent long walks around the internal areas of the hotel along with considerable physical activity continuously, up to and including entire shifts.
Excellent Benefits!
* 401k after 90 days, company match to 4%
* Medical/ Dental/Vision Insurance- eligible after 90 days
* Company-paid Life Insurance
* Employee Assistance Program (EAP)
* Flexible Spending Account (FSA)
* Awesome Vacation and Paid Time-Off Policies
* Hyatt Hotel Discounts Worldwide
* Pyramid Global Hospitality Discounts
Pyramid Hotel Group is an equal-opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Pyramid Hotel Group does not discriminate based on disability, veteran status, or any other basis protected under federal, state, or local laws.