Delamar Mystic- a stunning waterfront NEW luxury boutique hotel that will treat guests to unparalleled views of the Mystic River and Mystic Seaport is seeking a Front Office Manager to lead the front desk team.
Role Description
This is a full-time on-site role for a Front Office Manager at Delamar Hotel in Mystic, CT. The Front Office Manager will oversee office administration, ensure customer satisfaction, manage front office operations, and communicate effectively with guests and staff on a daily basis.
Responsibilities:
To direct the actions and ensure the smooth and professional operation of the Front Office & Front Service Departments, adhering to all established hotel standards and procedures.
To be fully aware of and maintain a departmental budget, operating labor costs, and all other expenses, keeping them in line with approved budget forecasts.
Ensure that staff scheduling is kept in line with the hotel's daily demands and requirements.
To ensure that room sales are maximized by achieving the highest possible occupancy and highest possible average daily rate without jeopardizing the overall guest experience.
To interact professionally and efficiently with all other hotel departments to best maintain and service the guest rooms.
To allocate all daily guest room assignments adhering to guest preferences, previous projects, VIP status, or Executive Office requests.
Formulate a Front Office training plan to identify skills required by team members to meet and exceed established hotel standards and procedures.
To conduct written Employee Evaluation sessions with all departmental team members for an initial 90-day review and annually after that.
To deputize for the GM in their absence and assume their responsibilities.
To maintain constant on-the-job training as set out in the front office training plan.
Process guest check-in and guest check out according to established Standards & Procedures, ensure total satisfaction is consistently delivered.
Ensure all guest requests are properly followed up.
Adhere to established hotel credit and cashiering policies.
Handle all guest complaints according to established procedures.
Be familiar with all emergency procedures.
Be familiar with the local areas, restaurants, and attractions.
To support junior positions within the department and assist with on-the-job training of duties as required.
Supervise the smooth, professional operation of the Front Desk Guest Service Agents. Ensure they perform their duties according to established standards and procedures.
Be able to select and change room assignments appropriately as required.
Ensure that all guest payment and credit card information is accurate and adheres to established hotel standards and procedures.
To attend managers wine and cheese reception.
To ensure that all departmental supplies are ordered and that levels are maintained, adhering to established hotel standards and procedures.
Other duties as assigned.
Qualifications
Office Administration and Front Office skills
Customer Satisfaction and Customer Service expertise
Strong communication skills
Experience in hospitality industry
Management experience is required
Experience in PMS OPERA is preferred
Ability to multitask and prioritize tasks efficiently
Attention to detail and problem-solving capabilities
Knowledge of reservation systems and hotel operations
Bachelor's degree in Hospitality Management or related field