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About the Role
Lead the daily operation of the Front Office, Telecommunications, Bell/Door, and Concierge departments, ensuring extraordinary guest service and department profitability. Direct, coach, and develop the team while implementing standards, driving performance, and ensuring every guest interaction reflects the property's commitment to complete guest satisfaction.
Responsibilities
- Manage the daily activities of the Front Office, Telecommunications, Bell/Door, and Concierge departments, ensuring alignment with hotel service standards and financial goals.
- Participate in and lead departmental meetings to gather and share relevant operational information.
- Oversee scheduling of all Front Office personnel, ensuring optimal coverage and service consistency.
- Manage payroll and control labor costs in alignment with established Labor Standards.
- Administer the corporate airline mileage program and marketing promotions involving the Front Office.
- Ensure staff adherence to all credit and cash handling policies and procedures to reduce bad debts and rebates; perform quality audits and implement corrective action when needed.
- Support team members in handling guest issues, escalations, and service recovery in a professional and timely manner.
- Foster positive employee relations and promote strong inter- and intra-departmental collaboration; model this behavior for other managers and line staff within the Front Office.
- Proactively address operational issues, seek employee input, develop resolution plans, and follow up with feedback and encouragement.
- Ensure Front Office personnel actively participate in all property safety awareness programs.
- Ensure department supervisors are dependable, accessible, and project a positive, professional, and polite attitude at all times.
- Conduct and deliver timely performance reviews for the Front Office team.
- Ensure all staff adhere to the Hotel's established standard operating procedures.
- Administer discipline within the Front Office in a fair, firm, and consistent manner.
- Develop and manage recognition programs within the Front Office, ensuring prompt and consistent administration.
- Maintain impeccable grooming standards for all Front Office employees, including proper uniform and nametag compliance.
- Monitor occupancy and pace forecasts, planning staffing and operations accordingly to maximize service and revenue.
Requirements
- Bachelor’s degree in Hospitality Management or related degree.
- Minimum of two to five years of experience in the Department.
- Ability to work effectively in a fast-paced, high-volume environment and manage a large, diverse workforce.
- Strong leadership skills with the ability to motivate staff and foster professional development.
- Excellent verbal and written communication skills.
- Strong analytical skills, with the ability to monitor occupancy trends and pace forecasts.
- Solid understanding of Front Office systems (PMS), credit/cash procedures, and hotel operations.
- Ability to promote a positive, service-oriented culture aligned with luxury hospitality standards.
- Constant standing and walking throughout the shift.
- Only candidates from Mexico and Canada will be considered due to visa restrictions (TN visa).
Skills
- Leadership
- Communication
- Business Acumen
- Operational Management
- Team Development
- Performance Management
- Guest Service
- Problem Solving
- Analytical Skills
- Front Office Systems (PMS)
- Credit and Cash Handling Procedures
Location
- USA
Work Type
- Full-time
Experience Level
- 2-5 years
Education Level
- Bachelor's degree
Salary/Compensations
- $70,000 USD Gross Income
Benefits
- TN Visa provided
- Accommodation provided during 1st month at the hotel
- 2 Weeks of Vacation after 1 year
- 7 sick days per year
- 401(K) Company Match after 6 months
- Medical insurance (after 60 days)
- Flight from home city to USA