Hotel Front Office Manager - Waterford Hotel Group

Come Join the Waterford Hotel Group Team!

At Waterford Hotel Group we pride ourselves on cultivating a workplace that feels like home and brings out the best in you, each and every day. We will celebrate your successes, appreciate your strengths, and offer an environment where each of us can truly be ourselves. We provide competitive compensation and benefits, a tight-knit and supportive work environment, plus numerous opportunities for professional development and advancement. Come for a JOB, stay for a CAREER.

The Ideal Candidate for this Position

The Front Office Manager is responsible for effectively leading and motivating associates, maintain departmental training/development and strict adherence to all Marriott and Waterford Hotel Group guest service standards. The right candidate will be detail oriented with excellent organizational skills, have the ability to make quick decisions, and problem solve to achieve guest satisfaction while ensuring compliance with policy and financial standards.   

Schedule

This is not a Monday thru Friday job, in fact it requires a flexible schedule that includes weekends, holidays and nights, but it is for you if you love people and have the right attitude!

What you will be doing

• The Front Office Manager is responsible for overseeing all front office associates and direct guest relations, which includes Guest Service Agents, At your Service, Night Audit & Bell staff.  
• Review House Count for each room type in MARSHA to balance inventory
• Host Daily Stand ups communicate functions in house
• Coordinate Schedules, breaks, and assign tasks as needed.
• Pre-arrival planning for current day though upcoming 10 days
• Audit upcoming arrivals, special requests, package reservations
• Audit billing for group, and 3rd party reservations, paying attention to mixed billing
• Audit Credit Card Limit + declined credit card reports- take action to collect payment with guest
• Follow up on any open guest requests, or service recovery tasks.
• Monitor the mobile dashboard, and Guest Service experience platform for guest needs, respond and resolve within the brand standard allotted time. Review all Ambassador Elite Member arrivals
• Lead team by example, following all brand standards, to provide Wonderful Hospitality Always
• Will train new associates, as well as provide training on any new procedures implemented to the front office
• Will provide the team with motivation and engagement, providing positive real time feedback as well as constructive criticism 
• Must maintain constant communication to all departments, especially Housekeeping, Engineering, and Sales.
• Act as a role model for associates on shift when handling guest issues or any day-to-day responsibilities
• Experience with FSPMS is a plus.

Job Requirements 

• Ideal candidate must have at least 2 years Hotel Front Desk Supervisory or Managerial Experience. 
• Strong organization, time management, communication, and follow up abilities. 
• Strong ability to multi-task and problem solve.
• You must be able to pass a thorough background check as well as be drug free.