Kaizen Lab Inc.
Front Office Manager Edgartown, MA
Kaizen Lab Inc., Oklahoma City, Oklahoma, United States,
Harbor View Hotel is seeking a luxury guest service enthusiast to lead the Front Office Operations!Employee Benefits:Full Time, Year Round EmploymentEmployee Housing Provided (Monthly rent below market value)Extensive Training from FORBESDetailed SOPs and Departmental Training already in PlaceSupport from a team of Hospitality Professionals dedicated to greatness!Lunch and Dinner Shift Meals provided FREE (Served Family Style)Competitive Paid Time Off Benefits (Including Holiday Time, Sick Time and Vacation Time within the 1st Year!)401K Program with Employer Match after 6 MonthsMedical, Vision and Dental BenefitsFriends & Family Rate Program for Hotel RoomsDiscount for Dining at Hotel RestaurantsEmployee Parking Spot on PropertyShort Term & Long Term Disability (100% Company Paid)Basic Life Insurance Policy (100% Company Paid)Summary :
The Front Office Manager is responsible for theplanning, directing, training and managing the Front Office operations toensure the highest quality of standards, services and guest satisfaction. The Front Office Manager leads
theFront Desk, Guest Experience, Bell and Valet departments and is responsible fordelivering an unequaled resort experience for guests.
Works with other managers and supervisors andoversees all aspects of the rooms department and related services.
Develop and monitor all associates within therooms departments.
Ensure SOP’s,check-in procedures and guest service standards are maintained.EssentialJob Functions and Primary Responsibilities:
Maintain confidentiality of guestinformation and pertinent hotel data
Thorough knowledge of hotel operation andForbes Travel Guide standards
Ensure guest expectations are exceededthrough proper employee training and to ensure the highest level ofservice
Respond to all guests requests, problems,complaints and/or accidents presented at the Front Desk or throughreservations, comment cards, letters and/or phone calls, in an attentive,courteous and efficient manner. Follow up to ensure guest satisfaction.
Ability to motivate Front Office tocontinuously upsell.
Motivate, coach, counsel and discipline allGuest Services personnel
Prepare employee Schedule according tobusiness forecast, payroll budget guidelines and productivityrequirements.
Review Guest Services staff's worked hoursfor payroll compilation and submit to Accounting on a timely basis
Ensure that no-show revenue is maximizedthrough consistent and accurate billing.
Work closely with Accounting on follow-upitems, i.e., returned checks, rejected credit cards, employeediscrepancies, etc.
Maintain a professional working relationshipand promote open lines of communication with managers, employees and otherdepartments.
Must maintain constant communication withHousekeeping, Engineering, Reservations and Rooms Director
Work closely with Housekeeping, Engineering,Catering and Sales to ensure groups and special functions are handledsmoothly.
Attend daily and monthly Manager Meetings
Operate all aspects of the Front Officecomputer system, including software maintenance, report generation andanalysis, and simple programming.
Monitor proper operation of the P.B.X.console and ensure that employees maintain Hotel S.O.P.'s in its use.
Ensure staff greet and welcome all guestsapproaching the Front Desk in accordance with Hotel standards
Ensure that employees are, at all times,attentive, friendly, helpful and courteous to all guests, managers andother employees.
Ensure implementation of all Hotel policiesand understand hospitality terms.
Ensure logging and delivery of all messages,packages, and mail in a timely and professional manner.
Ensure correct and accurate cash handling atthe Front Desk.
Maintain and monitor "Lost andFound" procedures and policies
Establish and maintain key control system.
Manage all V.I.P.'s, special guests andrequests.
Maintain required pars of all front officeand stationary supplies.
Review daily Front Office work and activityreports generated by Night Audit.
Review Front Office logbook and GuestRequest log on a daily basis.
Perform other tasks as assigned by management.QualificationsRequired:At least 3 years ofprogressive experience in a hotel or a related field; or a 2-year collegedegree and 3 or more years of related experience; or a 4-year college degreeand at least 1 year of related experience.
Excellent time management skills: ability tomultitask and prioritize departmental functions to meet deadlines.
The ability to demonstrate exceptionalCustomer Service Skills.
Must be proficient in Windows and MicrosoftOffice.
Maintain a warm and friendly demeanor at alltimes.
Must be able to effectively communicate bothverbally and written, with all level of employees and guests in anattentive, friendly, courteous and service oriented manner.
Must be effective at listening to,understanding, and clarifying concerns raised by employees and guests.
Approach all encounters with guests andemployees in an attentive, friendly, courteous and service-orientedmanner.
Exceptional detail in follow-up.
Create and foster a courteous, friendly,professional work environment.QualificationsDesired:Workin a positive and professional matter with little direction or supervisionFlexible,self-motivated positive attitudePriorhospitality management experience
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The Front Office Manager is responsible for theplanning, directing, training and managing the Front Office operations toensure the highest quality of standards, services and guest satisfaction. The Front Office Manager leads
theFront Desk, Guest Experience, Bell and Valet departments and is responsible fordelivering an unequaled resort experience for guests.
Works with other managers and supervisors andoversees all aspects of the rooms department and related services.
Develop and monitor all associates within therooms departments.
Ensure SOP’s,check-in procedures and guest service standards are maintained.EssentialJob Functions and Primary Responsibilities:
Maintain confidentiality of guestinformation and pertinent hotel data
Thorough knowledge of hotel operation andForbes Travel Guide standards
Ensure guest expectations are exceededthrough proper employee training and to ensure the highest level ofservice
Respond to all guests requests, problems,complaints and/or accidents presented at the Front Desk or throughreservations, comment cards, letters and/or phone calls, in an attentive,courteous and efficient manner. Follow up to ensure guest satisfaction.
Ability to motivate Front Office tocontinuously upsell.
Motivate, coach, counsel and discipline allGuest Services personnel
Prepare employee Schedule according tobusiness forecast, payroll budget guidelines and productivityrequirements.
Review Guest Services staff's worked hoursfor payroll compilation and submit to Accounting on a timely basis
Ensure that no-show revenue is maximizedthrough consistent and accurate billing.
Work closely with Accounting on follow-upitems, i.e., returned checks, rejected credit cards, employeediscrepancies, etc.
Maintain a professional working relationshipand promote open lines of communication with managers, employees and otherdepartments.
Must maintain constant communication withHousekeeping, Engineering, Reservations and Rooms Director
Work closely with Housekeeping, Engineering,Catering and Sales to ensure groups and special functions are handledsmoothly.
Attend daily and monthly Manager Meetings
Operate all aspects of the Front Officecomputer system, including software maintenance, report generation andanalysis, and simple programming.
Monitor proper operation of the P.B.X.console and ensure that employees maintain Hotel S.O.P.'s in its use.
Ensure staff greet and welcome all guestsapproaching the Front Desk in accordance with Hotel standards
Ensure that employees are, at all times,attentive, friendly, helpful and courteous to all guests, managers andother employees.
Ensure implementation of all Hotel policiesand understand hospitality terms.
Ensure logging and delivery of all messages,packages, and mail in a timely and professional manner.
Ensure correct and accurate cash handling atthe Front Desk.
Maintain and monitor "Lost andFound" procedures and policies
Establish and maintain key control system.
Manage all V.I.P.'s, special guests andrequests.
Maintain required pars of all front officeand stationary supplies.
Review daily Front Office work and activityreports generated by Night Audit.
Review Front Office logbook and GuestRequest log on a daily basis.
Perform other tasks as assigned by management.QualificationsRequired:At least 3 years ofprogressive experience in a hotel or a related field; or a 2-year collegedegree and 3 or more years of related experience; or a 4-year college degreeand at least 1 year of related experience.
Excellent time management skills: ability tomultitask and prioritize departmental functions to meet deadlines.
The ability to demonstrate exceptionalCustomer Service Skills.
Must be proficient in Windows and MicrosoftOffice.
Maintain a warm and friendly demeanor at alltimes.
Must be able to effectively communicate bothverbally and written, with all level of employees and guests in anattentive, friendly, courteous and service oriented manner.
Must be effective at listening to,understanding, and clarifying concerns raised by employees and guests.
Approach all encounters with guests andemployees in an attentive, friendly, courteous and service-orientedmanner.
Exceptional detail in follow-up.
Create and foster a courteous, friendly,professional work environment.QualificationsDesired:Workin a positive and professional matter with little direction or supervisionFlexible,self-motivated positive attitudePriorhospitality management experience
#J-18808-Ljbffr