21c Museum Hotels
  • 05-Sep-2019 (MST)
  • Front Office
  • Cincinnati, OH, USA
  • Salary
  • Full Time

Benefits include health/vision/dental/life insurance, paid time off, 401(k), parental leave, and real-time access to earned wages.


Reports To: General Manager

Supervises: Front Desk Agents, Bell/Valet, Night Audit

General Purpose: The Front Office Manager is committed to guest service excellence and has a passion for promoting 21c Museum Hotel. Thorough and task oriented, the FOM can complete menial as well as substantial tasks under various conditions. The Front Office Manager is multi-skilled and able to hop into any position within their department at any time. The Front Office Manager should be skilled at creating a culture of care, concern and accountability.

Specific Responsibilities

  • Responds professionally and courteously to arriving, departing and in-house guests with accurate and timely information and services.
  • Responds to inquiries regarding hotel information and guest concerns.
  • Supervises the daily operations of the Front Office personnel, promoting a safe environment and quality services to achieve maximum guest satisfaction and financial success.
  • Oversees all day to day operations of Front Desk and Bell/Valet staff, insuring that all established front office and hotel policies are followed.
  • Acts as a resource for supervisors, agents, bellpersons, and valet with all Front Office procedures.
  • Tirelessly promotes 21c to staff and guests alike, a cheerleader for the team and the brand.
  • Facilitates guest arrival and departure during peak times to ensure smooth transition into and out of the property.
  • Courteously answers inquiries and accepts reservations referred from agents, both in person and by telephone
  • Keeps abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.
  • Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
  • Reviews all guest issues with staff, ensures appropriate departments are contacted for resolution, approves recovery, and ensures follow up with guest and log is completed.
  • Oversees all Concierge duties completed by staff from transportation services to package amenities and arrangements.
  • Has a complete knowledge of emergency procedures of the hotel.
  • Implements new procedures and/or policies.
  • Reviews any problems or concerns from the previous day from night audit and daily work. Addresses any issues with entire staff or individual front desk associates, whichever is appropriate.
  • Monitors room inventory to achieve balance and pushes associates to sell out. Trains staff in this strategy.
  • Conducts one-on-one meetings with front desk associates at least quarterly.
  • Conducts necessary progressive disciplines according to policy
  • Coordinates with Rooms Manager to conduct annual reviews in a timely manner.
  • Back up for Rooms Manager during absence.

Qualifications:

  • Strong leadership skills.
  • Good eye for detail.
  • Excellent organizational skills.
  • Able to draw ideas from the supervised team, develop and put into action
  • Thrives in a fast paced environment where multi-tasking is normal.
  • Enjoys people and has experience dealing directly with the public with an acquired general knowledge of basic customer service skills.
  • Working knowledge of guest services and hotel services, policies or operations. Working knowledge is generally learned on-the-job.
  • Possesses a talent for developing positive connections with guests that result in fewer instances of recovery and more effective problem resolution.
  • Tactful and empathetic in stressful and highly emotional situations.
  • Understands hotel front office procedures completely.
  • Understands standard cash handling procedures and operation of computerized cash register systems.
  • Excellent communication skills, both verbal and written, with the comprehension and literacy required to review and respond to correspondence, initiate reports, conduct training, etc.
  • Proficient with computer systems, Microsoft Office suite, Opera PMS, POS, etc.
  • Must pass a background check

Education/ Formal Training

  • High School diploma or equivalent

Experience

  • Minimum of 5 years previous experience in Hospitality management
21c Museum Hotels
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