Front Office Manager

Pay:
Competitive

Location:

Seattle/Washington

Employment type:

Full-Time

Req#: 251972

The Front Desk Manager is responsible for ensuring the smooth operation of the Front Office in an attentive, friendly, efficient, and courteous manner. This includes providing all guests with quality service throughout their stay, while maximizing room revenue and occupancy. Management-level associates are expected to work as much of each workday as necessary to fulfill their responsibilities. For OEM associates, overtime applies and is calculated accordingly.

Exempt managers must regularly direct the work of at least 3 full-time associates or equivalents. Primary duties should primarily involve administrative, executive, or professional tasks more than 50% of the time, and job duties must involve discretion and independent judgment more than 50% of the time.

Qualifications:

• At least 5 years of progressive experience in a hotel or related field; or a 2-year college degree with 3+ years of related experience; or a 4-year college degree with at least 1 year of related experience.
• Supervisory experience required.
• Proficiency in Windows operating systems, company-approved spreadsheets, and word processing.
• Valid driver’s license from the applicable state.
• Excellent communication skills to convey information and ideas clearly.
• Ability to evaluate and choose among alternative courses of action quickly and accurately.
• Ability to work well under stress and in high-pressure situations.
• Maintain composure and objectivity under pressure.
• Effective problem-solving skills, including anticipating, preventing, identifying, and resolving issues.
• Ability to assimilate complex information from various sources and adjust as needed.
• Effective listening skills to understand and clarify concerns of co-workers and guests.
• Ability to work with and understand financial data and perform basic arithmetic functions.

Job Responsibilities:

• Respond to all guest requests, problems, complaints, and accidents promptly and courteously, ensuring guest satisfaction.
• Motivate, coach, counsel, and discipline Front Desk personnel according to Aimbridge Hospitality SOPs.
• Ensure compliance with brand and company training standards.
• Conduct interviews and follow hiring procedures.
• Perform employee performance appraisals and develop employee morale and training.
• Maximize room revenue and occupancy through daily status reviews and rate analysis.
• Participate in Rooms Merchandising meetings and implement sell guidelines.
• Supervise Night Audit and monitor reports for accuracy.
• Participate in the MOD program as scheduled.
• Develop managers as assigned, including competency sign-offs.
• Ensure timely completion of end-of-month reports.
• Manage payroll, scheduling, and productivity reports.
• Maximize revenue from no-shows and ensure accurate billing.
• Maintain SOPs regarding purchasing, invoicing, and accounting.
• Operate all Front Office computer systems, including maintenance and report analysis.
• Monitor P.B.X. operations and reservation processes.
• Greet and assist guests professionally.
• Implement hotel policies and house rules.
• Operate radios professionally and maintain etiquette.
• Coordinate service delivery aligned with Aimbridge Hospitality standards.
• Ensure proper cash handling and participate in team meetings.
• Handle messages, packages, mail, and guest requests efficiently.
• Maintain knowledge of rates, packages, and promotions.
• Enforce credit policies and manage guest laundry services.
• Maintain Lost and Found procedures and key control systems.
• Participate in departmental meetings and focus on guest service scores.
• Monitor VIP guests and special requests.
• Maintain supply pars and review daily reports.
• Assist with emergency procedures and corporate programs.
• Maintain organized filing and documentation systems.
• Conduct meetings as required and perform other duties as assigned.

Located in downtown Seattle, the award-winning Crowne Plaza Hotel offers exceptional service, style, and comfort, with stunning city views and amenities like free Wi-Fi, a fitness center, and dining options.

As a global leader in third-party hotel management, our portfolio includes over 1,550 hotels worldwide, driven by passionate associates committed to service excellence and results.

Full-time employees are eligible for a comprehensive benefits package, including:

• Daily Pay option
• Medical, Dental, Vision insurance
• Disability and Life insurance
• Paid Time Off
• Employee Assistance Program
• 401(k) Retirement Plan

Independent hotel management firm providing property management, asset management, development, renovation, and consulting services for hotels and resorts.