Key Duties:

The Front Office Manager (FOM) is a Goodwin Hotel/Hotel Zero Degrees brand ambassador and is responsible for day-to-day management of front-desk operations, the customer experience and audio-visual needs. This position directly supervises the front desk staff and bellmen and enforces the standards for customer service. The FOM and GM are mutually responsible for the satisfaction of the guests including the timely and friendly resolution of all issues and complaints. The FOM reports to the GM.

The Front Office Manager will direct and support all front office operations to include: reservations, group billing, accommodations, check ins/check outs, team training and development, guest inquiries and any audio-visual assistance. The FOM will work directly with other department heads, and is accountable for directing and coordinating the resources, tasks, required systems and processes related to the front desk and bell-staff, and for creating an energized and positive work environment within the department and throughout the hotel.

Primary Responsibilities:

• Set the model for excellent customer service and hospitality in person, on the phone, and electronically – while ensuring all guests enjoy a pleasant stay and memorable interactions with the staff and yourself.
• Formulate a Front Office training plan in order to identify skills required by team members to meet and exceed established hotel standards and procedures.
• Enforce standards for records maintenance at the front desk including shift changes, call logs, customer complain logs, etc.
• Enforce standards for dress, physical appearance and speaking presence for all front desk staff and bellmen.
• Supervise adherence to company policies, procedures, and continual service standards excellence.
• Support and supervisor junior positions within the department and front desk agents.
• Establish a friendly, customer-centric persona for the hotel in all facets of operations.
• Ensure every guest’s front desk experience is personal, professional and welcoming.
• Work to resolve guest issues with finesse and friendliness.
• Ensure the front desk staff keeps high quality, detailed notes on all guests in the Property Management System
• Oversee audio-visual is scheduled properly and supply inventory is accounted for.
• Coordinate staff weekly schedule and submit the front office payroll.
• Work alongside the Front Office Supervisor to address front desk issues as they arise.
• Assist GM with monitoring and responding to online reviews and surveys sent by guests.
• Ensure cleanliness and organization of front desk, hotel entrance and business center, front desk supply closet and audio-visual closet are fully stocked
• Ensure Night Audit packets are balanced nights and that any discrepancies are accurately accounted for.
• Oversee the third party, valet and restaurant reconciliations, cash deposits and travel agent commissions.
• Assist GM with investigating chargebacks, credit card disputes, or billing discrepancies.
• To conduct any other tasks as directed by the General Manager.

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• Flexible schedule
• Health insurance
• Paid time off
• Parental leave

Schedule:

• 8 hour shift
• Day shift
• Holidays
• On call
• Weekend availability

Ability to commute/relocate:

• Hartford, CT 06103: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel experience: 2 years (Preferred)

Work Location: One location

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