Front Office Manager - Franchise

Responsibilities   Manage   all   Front   Office   operations   to   include,   but   not   limited   to: Guest   services   and   registration   (check-in/check- out) Room   inventory   and   availability Guest   service   standards   and   initiatives Water park operations – scheduling and working with Maintenance Cost   controls   and   overall   profitability Basic   knowledge   and   understanding   of   PMS and credit card processing devices Budgeting   and   forecasting Policy   and   procedure implementation   and   enforcement Team   member   training Monitor and develop team member performance to include, but not limited to, providing supervision,   scheduling,   conducting   counseling   and   evaluations   and   delivering   recognition   and reward.

Monitor   and   assess   service   and   satisfaction   trends,   evaluate,   and   address   issues   and   make improvements accordingly. Meet   and   greet   guests   and   respond   to   guest   inquiries,   requests   and   issues   in   a   timely, friendly, and efficient manner and resolves guest concerns.

Initiate   and   implement   up-selling   techniques   to   promote   hotel   services   and   facilities   to maximize room occupancy and overall revenue. Ensure   team   members   have   current   knowledge   of   hotel   products,   services,   facilities,   events, pricing and policies and knowledge of the local area and events.

Complete   audit   procedures,   as   needed. Make reservations and have knowledge of all the outlets. Coordinate   room   status   updates   with   the   housekeeping   department. Able   to   work   any   shift,   including   weekends   and   holidays.

Recruit,   interview,   and   train   team   members PMS   system   and   cash   handling Ensure   timely   and   accurate   customer service. Handle   complaints   and   specific   customers'   requests Ensure   the   company’s   policies   and   security   requirements   are met.

Respond   to   emergencies   on   property   and   communicate   with   other   managers   and/or authorities, as necessary. Serves   as property   point   person   for   any   IT   or   Telcom   related   issues   and   coordinates   resolution with any pertinent 3 rd   party vendors or systems support.

Conducts initial trouble shooting such as network connectivity tests. Requirements Minimum   four   years   hotel   front   office   experience   required.   Three   years   in   hotel   management preferred. PMS   system   and   cash   handling Hands   on   experience   with   office   machines Thorough   knowledge   of   customer   service,   office   management   and   basic   bookkeeping procedures Proficiency   in   English   (oral   and   written) Solid   knowledge   of   MS   Office,   particularly   Excel   and   Word Excellent   communication   and   people   skills Good   organizational   and   multitasking   abilities Problem-solving &nbs