Front Office Manager

Sheraton Grand Rapids Airport
Grand Rapids, MI

Description

We are hiring a Front Office Manager!

The Guest Services Manager/Front Office Manager is responsible for the success of the front desk, for ensuring guest satisfaction and product quality standards are met, and for managing all areas of the hotel according to Brand standards to achieve a friendly atmosphere of superior guest service and product quality. Displays exemplary performance for staff to follow.

Responsibilities:

• Maintains guest service as the driving philosophy of the hotel.

• Is committed to making every guest satisfied.

• Ensures all hotel staff, including new hires, know all components of guest services and are trained to meet standards.

• Develops added value customer service programs.

• Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance.

• Acts as manager on duty for hotel and manages front desk operations.

• Ensures front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities and computer systems.

• Leads and assists in Revenue Management functions as requested. Actively participates in conference calls with Corporate Management and any calls with brand revenue management centers

• Produce accurate financial reports on time.

• Works with the General Manager and Sales Manager / DOS to generate new business ideas to increase sales, set up rate codes and input rooming lists

• Manages human resources functions, including recruiting, selection, orientation, training, performance planning and evaluation, pay and reward programs to maintain a qualified front desk work force.

• Ensures all hotel employees know hotel objectives.

• Ensures personnel files are accurate and comply with both local and federal laws and regulations.

• Administers personnel policies fairly and consistently.

• Resolves employee grievances in a fair and timely manner.

• Helps develop management talent by acting as a mentor for direct reports.

• Monitors and maintains acceptable turnover levels.

• Knows local health and safety codes and regulations that apply to the hotel.

• Understands and follows policies and procedures for the hotel’s key control system and ensures others follow them.

• Maintains physical product standards by managing preventive maintenance programs and by scheduling deep-cleaning activities.

• Has acceptable property quality audits.

• Periodically inspect rooms, building exterior, parking lot, etc.

Benefits

We offer competitive wages. Full-time associates are eligible to participate in a comprehensive benefit package, which includes medical/dental/vision plans, life insurance, ST/LT disability options, 401K options, tuition assistance, discounted room rates at Concord managed hotels, plus training & development and career advancement opportunities. This position is eligible for a performance-based bonus, contingent upon the successful attainment of established objectives and eligibility.

Why Concord?

Our culture is based on our five Cornerstones and they are what we consider our foundation: Quality, Integrity, Community, Profitability, and Fun. It’s important to us to provide a great work environment for our associates and we strive to hire the BEST associates in the market. At Concord, you can enjoy a culture where you are valued and our Associate First policy is a way of life. Utilize your hospitality talents with a Company that cares about you and your development. We do many fun things on property to stay engaged with our associates and show you we care about you.

If you are seeking a position where you can grow and be a part of a fun team, this job may be your answer. We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.