Front Office Manager

Overview

Driftwood Hospitality Management’s company culture empowers our associates to take initiative, be proactive, and contribute to the success of their property with well-defined strategies and objectives. Driftwood Hospitality Management is renowned for our fully integrated approach to hospitality services — all with outstanding client service. Our team is made up of the best talent in the hospitality industry, down to every employee, position, and hotel.

• The Front Office Manager is fully responsible for all aspects of the Front Desk, coordinates the Front Office activities of the Hotel and resolves problems arising from guest complaints, reservation and room assignment activities, and unusual requests and inquiries by performing the following duties personally or through subordinate associates.
• Work with the hotel General Manager to achieve and exceed guest satisfaction scores in all areas of the hotel.
• Responsible for satisfaction scores for the front desk operations and address any deficiencies in the area immediately.
• Work with the corporate training department to develop action plans as necessary to achieve expected guest satisfaction scores.
• Effectively train guest service agents on proper front desk procedures.
• Recruit, interview, and select, in conjunction with the General Manager, the most qualified candidates for front desk positions.
• Prepare weekly schedules for front office staff.
• Address performance deficiencies of front office staff through coaching and disciplinary actions.
• Complete performance evaluations for front office staff timely.
• May be responsible for posting weekly guest satisfaction scores for hotel associates to see and review.
• Oversee and manage the Front Office to ensure efficient operations and impeccable guest care, helping to achieve profit goals. Attend to guest and group special needs and solve tricky problems with confident graciousness.
• Keep a pulse on daily revenue and expenses to minimize loss, manage expenses and maximize profit.
• Skillfully manage the Front Office staff by creating an environment where motivated people want to join, learn, do their best, and advance. Lead a diverse team by modeling the way, by empowering, and coaching throughout the employment lifecycle.
• Ensure guest service agents are in compliance with clean, neat uniforms and name badges.
• Ensure required reports are timely and of a quality that can be shared with corporate.
• Ensure rates are accurate and monitored daily.
• Manage inventory in the property management system.
• Frequently meets with and reviews work generated by the night auditor.
• Maintain regular attendance and punctuality.
• Maintain high standards of personal appearance and grooming, including dress code compliance.
• Perform any other duties as requested by supervisor.
• Act as Manager on Duty when duty calls.

Knowledge, Skills & Abilities

• A four-year college degree or equivalent education or experience is required, with two to three years in a related hotel company position.
• Discipline-specific hospitality industry and general hotel department knowledge and supervisory experience is expected.
• Excellent verbal and written English communication skills are required.
• Must be able to handle cash or credit transactions and have Microsoft Office and Excel proficiency.
• General office equipment and cash register operation knowledge is expected.

Physical Demands

• Ability to stand and move throughout hotel function areas and continuously perform essential job functions.
• Lifting up to 25 pounds
• Occasional twisting, bending, stooping, reaching, standing, walking.
• Frequent talking, hearing, seeing and smiling.

• 401(k)
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Room Discounts
• Employee Food and Beverage Discounts

EEO:
Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.