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Front Office Manager

Company: Opal Grand Oceanfront Resort & Spa
Location: Delray Beach
Posted on: May 12, 2022

Job Description:

Front Office Manager
Opal Grand Oceanfront Resort & Spa
Delray Beach, FL

The Front Office Manager is responsible for the operation of the Front Desk operations and its associates. Ensure all staff responds to guest requests in an attentive, friendly, efficient and courteous manner, providing all guests with luxury service prior to and throughout their stay, while maximizing room revenue and occupancy. Respond to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. Serve as manager on duty during most nights and weekends.

The Front Office Manager will promote an atmosphere that ensures customer and associate satisfaction. This position reports directly to the Assistant General Manager and requires a strong attention to detail and the ability to effectively deal with guests, other departments and team members. As the Front Office Manager you will be responsible for driving company success through performing the following tasks to the highest standards:

-Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
-Ensure all guests are being treated in an efficient and courteous manner and that all Opal standards are being applied
-On-boarding, training and directing new department employees when needed.
-Ensure all Front Office quality standards are followed and that all policies and procedures are consistently applied
-Work in conjunction with accounting to maintain and minimize levels of account receivables and adjustments
-Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction
-Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
-Determine departmental objectives, work schedules, budgets, policies, and procedures
-Manage the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest's expectations
-Ensure the timely completion of performance appraisals
-Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
-Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
-Ensure luxury service levels are being delivered consistently
-Facilitate the resolution of any concerns for the guest and/or refers and follows-up with appropriate personnel
-Bring any unusual circumstances to the AGM/GM for review
-Listen to the guest issues and resolves in a timely manner
-Comply with hotel security, fire regulations and all health and safety legislation
-Act in accordance with policies and procedures when working with front of house equipment and property management systems
-Carry out any reasonable request by management of which the employee is capable of performing

Keywords: Opal Grand Oceanfront Resort & Spa, Delray Beach , Front Office Manager, Executive , Delray Beach, Florida

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