Front Office Manager

Job Details: Job Location: SpringHill Suites by Marriott Newark Downtown - Newark, DE, Salary Range: Undisclosed, The Front Office Manager for the Hospitality Group is responsible for directing and administering all Front Office operations, ensuring exceptional guest service and efficient registration processes, including check-in and check-out procedures. This role oversees room inventory and availability while implementing guest service standards and initiatives to enhance overall product quality and profitability. Additionally, the Front Office Manager manages budgeting and forecasting, enforces policies and procedures, and participates in meetings to drive departmental success. Strong leadership, organizational skills, and a commitment to guest satisfaction are essential for this position.

Team Member Benefits: 

Medical, Dental and Vision 

Employer Paid Life Insurance 

Other Supplemental Benefits 

Employer Matched 401K 

Hotel Room Discounts across multiple brands 

Enhanced paid vacation, sick time and holiday pay 

Essential Job Functions:

Direct and administer all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation 

Interview, recruit, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards. 

Be aware of guest satisfaction scores and brand standards and work toward increasing departmental and overall guest satisfaction. Resolve customer complaints, and anticipate potential problems by reviewing and monitoring operational issues, business flow and associate performance. 

Assist with the property accounting functions including but not limited to Accounts payable and receivable, house bank audits, petty cash, and tax. 

Lead, develop and support associates to ensure they are performing in accordance with established  

standards and TKo core values. 

Answer inquiries pertaining to hotel policies and services and resolve guests’ complaints and concerns. 

Prepare schedules based upon budget & occupancy, assigning duties to workers and scheduling shifts to cover staffing needs. 

Conducts performance evaluations that are timely and constructive. 

Handles discipline of team members as needed and in accordance of company policy. 

Monitor and maintain the front office systems and equipment to ensure optimum performance. 

Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies. 

Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events 

Run and complete daily reports, analyze data and make decisions based on data 

Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards. 

Perform other duties as requested by management. 

Resolve customer complaints, and anticipate potential problems by reviewing and monitoring operational issues, business flow and associate performance. 

Qualifications:

Associate or Bachelor’s degree in the hospitality field preferred. 

Two Years working as an Assistant General Manager, Front Office Manager and extensive knowledge of overall hotel operations.  

Opera PMS and Simphony POS experience preferred. 

Can communicate well with guests.  

Must be willing to “pitch-in” and help co-workers with their job duties and be a team player.  

Must be able to provide outstanding customer service to internal and external guests. 

Must have knowledge of departmental operations.  

Must have knowledge of computers and training techniques.  

Maintain a professional appearance and manner at all times. 

Ability to exercise judgment in evaluating situations and in making sound decisions.  

Must have strong interpersonal skills and cordial behavior. 

Work schedule varies and may include working on holidays, weekends and alternate shifts as dictated by business and staffing levels. 

Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling or crouching.  

Excellent communication, organization, written and guest relations skills. 

Strong organizational, project management and detail orientation skills, with the ability to multi-task in order to meet a variety of deadlines. 

Strong interpersonal skills and a can-do positive attitude. 

A true desire to satisfy the needs of others in a fast-paced environment. 

Refined verbal and written communication skills. 

Job descriptions and responsibilities are subject to change depending on business needs.