Front Office - Front Office Manager

We have an exciting opportunity to join our AC Hotel Dallas by the Galleria team, a 256-room select service hotel, as a Front Office Manager!

Marriott experience using FOSSE PMS is required.

Position Summary :

Manages all Front Office operations to ensure outstanding guest service and financial profitability. Build and manage team effectively. Resolves guest concerns and provides professional service to gain high level of guest confidence and satisfaction. Enters information into computer system, collects funds and runs necessary reports. Seeks opportunities to maximize revenue.

Primary Responsibilities / Essential Functions :

Manages all Front Office operations to include guest service and registration, room inventory and availability, responsible for planning department goals and directing team members to achieve results. Provides guidance and direction to ensure overall departmental success.

Participates in the hiring process by interviewing potential team members and selecting those that best meet staffing Participates in management training. Follows all Human Resources policies. Ensure staff receive any required training or attend mandatory meetings.

Monitors and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations and delivering recognition and reward.

Monitors and assesses service and satisfaction trends, evaluates, and addresses issues and makes improvements accordingly.

Initiates and implements up-selling techniques to promote services and facilities to maximize room occupancy and overall revenue.

Ensures team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and Ensures staff is kept informed about policies and procedures.

Resolves customer complaints and anticipates potential problems by reviewing and monitoring complaints, operational issues, business flow and team member performance to ensure high levels of customer satisfaction and quality. Notifies Management and / or Security of all unusual events, circumstances, missing items, or alleged theft.

Follows all safety policies and procedures. Reports potential safety issues to managers whenever observed and takes immediate action to resolve emergency situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team members will be trained in the proper use and care of assigned PPE if applicable. The hotel provides the required PPE. Team members have a responsibility to report defective, damaged, or lost PPE or equipment that does not fit properly to their manager.

Reporting to work as scheduled (on time and on a regular basis) is an essential function of the job.

Other Responsibilities / Supportive Functions :

Makes merit decisions within budget or established Determines promotions or reclassifications within company policy.

Approves leave and time away from work within company Enters schedules and monitors timecards for accuracy.

Responds to emergency calls and ensure operational support areas are covered to provide excellent customer service.

Monitors and maintains the Front Office systems and equipment to ensure their optimum performance.

Running and analyzing various reports to monitor customer satisfaction, occupancy, revenue, competitive situations,

Notifies management of unsafe conditions, needed maintenance of any equipment and any accidents.

Attend all required meetings.

Qualifications (relevant experience, education, and training) :

High school diploma or general education degree (GED), or equivalent combination of education and bachelor's degree in hospitality management desired.

Five or more years related Front Office experience and one year as Supervisor / Assistant Manager in similar setting. 5 years of FOSSE experienced is required.

Requires ability to lead others in the department by mentoring and providing training that results in staff that meets / exceeds guest expectations and provides a high level of guest satisfaction.

Requires general knowledge of accounting and bookkeeping transactions commonly used at a comparable hotel or resort.

Must have excellent customer service / communication skills to work with guests of various social, cultural, economic, and educational backgrounds for the purpose of resolving problems / complaints and providing a high level of guest

Able to use mathematics to solve problems.

Requires the ability to use computers programmed with accounting software to record, store and analyze information.

Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to Requires attention to detail. Must be able to solve problems and remain calm and alert if dealing with difficult guests, during busy activity periods or in an emergency.

Special Skills & Abilities / Mental and Physical Demands :

While performing the duties of the job the team member regularly stands for sustained periods of time or walks from one work area to another. While performing the duties of the job the team member frequently uses fingers to enter data into computer or operate office equipment. The team member occasionally grasps objects. The team member frequently reaches by extending hand(s) and arm(s) in any direction. The team member occasionally stoops and crouches. The team member regularly talks when communicating with guests. The team member regularly needs to hear voices while interacting with guests. Exerts up to 70 pounds of force occasionally when moving luggage. The team member is required to have close visual acuity to prepare and analyze data and figures and view a computer terminal. The team member is required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned and to make general observations of facilities. The team member is subject to inside environmental conditions. The noise level is moderate. The team member is subject to hazards which includes proximity to electrical current found in office related equipment. The team member is occasionally subject to atmospheric conditions such as perfumes, odors, or dusts.

Note : This job description is not intended to be alI-inclusive. Team Members may perform other related duties as required to meet the ongoing needs of the organization. Management reserves the right to add, modify, change, or rescind work assignments and to make reasonable accommodations as needed.