Front Office Manager in Pigeon Forge, Tennessee at Diverse Concepts, LLC

Job Description

Directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas.

Primary Responsibilities

• Provide leadership for guest service team to ensure smooth operations of front of house operations
• Act as liaison between guest service representatives, management and all departments to ensure proper communication.
• Create, edit and implement front desk procedures to ensure accuracy, five-star service and consistency in all operations.
• Oversee new-hire training and on-going training for all guest service team members on all procedures, rates, packages and hotel services.
• Resolve guest service problems quickly, efficiently and courteously.
• Enforce all cash handling and check cashier closings and deposits.
• Monitor high balance guests and payments owing and take appropriate action.
• Review night audit reports, front office log book and guest feedback & reviews on a regular basis.
• Monitor all VIP’s, special requests, packages and ensure timely delivery and charging for all items.
• Ensure all front desk staff are attentive, friendly, helpful and courteous to everyone.
• Coach team members, as needed, to maintain consistency in operations and high service standards.
• Ensure all team members are in proper uniform.
• Work with the group sales manager to manage rooming lists, room assignments, cut-off dates and ensure smooth check-in, check-out and billing accuracy.
• Follows all hotel safety policies, procedures & standards.
• Conduct regularly scheduled meetings for front desk personnel.
• Attend weekly managers meeting and ensures communication flow-through of all pertinent information.
• Participate in MOD shift schedule
• Maintain all front desk equipment & supplies and manage pars to keep necessary items at-hand.

Requirements

• Must have previous hospitality management experience.
• Customer Focus, Customer Service, Excellent Verbal communication,
• Must be willing to work holidays and weekends