Front Office Manager in Homewood Suites by Hilton Worcester, Massachusetts at EXCHANGE ST HOTEL LLC

The primary function of the Front Office Manager is to assist the hotel guests and attend to their needs while utilizing the highest possible level of service; thus, ensuring we are providing a welcoming and accommodating environment. The Front Office Manager is also meant to direct, oversee, train and evaluate the performance of all Guest Service Agents, Kitchen staff and the Front Desk Supervisor (if applicable). They are to resolve guest issues and perform duties as required to ensure 100% guest satisfaction. The Front Office Manager will oversee the front desk and Breakfast Kitchen processes between the guests and the various hotel departments.

Responsibilities:

• Oversee Guest Service Agents and the Front Desk Supervisor (if applicable), Kitchen staff
• Responsible for completion of training programs and schedules for Direct Reports.
• Review payroll for department and verify clock-in and clock-out times of the front office associates.
• Responsible for superior guest service and guest satisfaction as measured through Brand GSS surveys and online review sites.
• Responsible for Front Desk Department associate performance evaluations, scheduling and time and attendance.
• Coordinate all special guest programs, amenities, arrangements, etc. between all departments (Sales, Front Desk, Food and Beverage, Housekeeping, and Shuttle Service), to ensure flawless execution of guest expectations.
• Knowledgeable in the hotel’s Property Management System.
• Complete and print all required daily reports, records and logs as necessary.
• Relocate guests to nearby hotels as necessary.
• Balance all cash, check, credit card and ledger accounts as assigned as per proper protocol.
• Conduct monthly meetings with the Front Desk staff.
• Serve as Manager on Duty.
• Attend mandatory meetings & hotel functions.
• Comply with all company standards and policies, as established in the employee handbook.
• Maintain Market/Suite Shop Inventory and Price List.

The benefits package offered to eligible associates includes:

• Medical and Dental Insurance
• Long Term Disability and Life Insurance
• 401(k) retirement plan with Employer Match
• Vacation
• Sick time
• Brand specific team discounts

Requirements:

• 1-3 years related experience
• Able to lift and carry up to 50 lbs.
• Able to bend and stoop
• Able to stand and walk for extended periods of time
• English verbal and written communication skills
• Bi-lingual skills a plus
• Availability nights, weekends, and holidays.