We are seeking a Front Office Manager for our 110-Room Full-Service, AAA Four Diamond Resort in Cooperstown, New York.Our Front Office Manager will be responsible for all front office functions and team, which includes our Bell Staff, Switchboard Operations, Guest Services/Front Desk, Shuttle Services, and Recreation Department.Our ideal Front Office Manager will deliver superior guest service skills, team leadership, and an unrelenting pursuit of enhancing the overall guest experience. Our Front Office Manager will successfully oversee and lead the front office team, as we go above and beyond through our guest arrivals and departures. Do not miss this fantastic opportunity as a Front Office Manager, apply today for our location in Cooperstown, NY.
Responsibilities
Respond to and handle guest problems and complaints
Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence
Supervises and manages employees and understands the positions of the department well enough to perform duties in employees' absence
Sets and communicates performance expectations in accordance with job descriptions for each position with the department and monitors progress.
Provides clear and consistent feedback. Assists and participates in the progressive discipline process as needed
Manages day-to-day operations of the Front Office to ensure guest expectations are exceeded daily
Review staffing levels to ensure that guest service, operational needs, and financial objectives are met. Participates in the recruitment process for Front Office positions
Review guest satisfaction survey results and other data to identify areas of improvement
Acts as the "Service Champion" for the Front Office and creates a positive atmosphere for guest relations
Manages department expenses to achieve or exceed budgeted goals. Understands the impact of Front Office operations on the Rooms area and overall property financial goals
Keeps the Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results. Conducts regular department meetings
Develops, executes, and ensures compliance with all Front Office and Resort policies, standards, and procedures
Ensure that all department areas are kept clean stocked and attended to each day and throughout their shift
Monitor inventory and order department supplies
Post room charges to guest rooms for recreation retail and activities
Be aware of all current rates, packages, and promotions, as well as groups
Schedule, log, and maintain the shuttles to ensure safe and clean transportation
Know of and assist in all emergency procedures as required
Qualifications
Must have 2-4 years of Front Office Management experience from a full-service resort.
Must have managerial experience leading a team and overseeing 3 of our 6 listed departments (Bell, Concierge, Valet, Shuttle, PBX, and Front Desk)
AAA Four Diamond experience is a strong plus.
Availability to cover the front desk shifts including night audits should no coverage be available
Front Office Manager must possess the ability to multitask, work in a challenging environment, and have high-level diligence
Must have 4+ years' experience in guest services or related professional area
Must be able to enter and locate work-related information using computers and/or point-of-sale systems
Must have a High School Diploma or equivalent, although a Hospitality Degree is preferred