Front Office Manager - Franchised

Dallas, Texas, United States, 75202

Job Number 24110534

Job Category Rooms & Guest Services Operations

Location Aloft Dallas Downtown, 1033 Young Street, Dallas, Texas, United States VIEW ON MAP

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Management

Additional Information: This hotel is owned and operated by an independent franchisee, Aquila Lodging. The franchisee is a separate company and a separate employer from Marriott International, Inc.  The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment.  If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International, Inc.

The Aloft Dallas Downtown hotel located in the heart of the government/convention district beautiful downtown Dallas is seeking a Front Office Manager. This 193-room hotel offers accommodation and historic meeting facilities including 10,000+ square feet of meeting space.

Responsibilities:

The position is Responsible for all aspects of the Front Office of the hotel. Responsibilities include:

Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs and thank guests with genuine appreciation. Observe front desk agents and ensure that procedures are followed in accordance with policy and ensure guests are handled both courteously and professionally. Oversee and manage the daily operations of the Front Office Department, ensuring quality standards. Directly supervise all front office personnel and ensure proper completion of all front office duties. Strives to continually improve guest and employee satisfaction and maximize the performance of the department. Act as the main contact for guests and other hotel departments; handling guest issues and complaints. Foster environment where staff work together as a team to ensure service that meets and exceeds guest expectations.  Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results. Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations. Empowers employees to provide excellent customer service. Reviews comment cards, guest satisfaction results and other data to identify areas of improvement. Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. Observes service behaviors of employees and provides feedback. Ensures employees are treated fairly and equitably. Analyzes information and evaluating results to choose the best solution and solve problems. Informs and/or updates the executives, the peers, and the subordinates on relevant information in a timely manner. Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.

Hiring & Training: Interview and hire hourly team members with the appropriate skills in a timely manner to meet the business needs of the operation. Training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees to best meet the needs of the department; and serves as a role model to demonstrate appropriate behaviors. Ensure adherence to quality expectations and standards; and identify, recommend, develop, and implement new ways to increase departmental performance. Provides guidance and direction to subordinates, including setting performance standards and monitoring performance. Develop specific goals and plans to prioritize, organize, and accomplish your team’s work. Establishes challenging, realistic, and obtainable goals to guide operation and performance. Ensures recognition of employees is taking place across areas of responsibility. Celebrate successes and publicly recognize the contributions of team members. Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation of employee progressive discipline procedures are completed in accordance with management standards. Administer the performance appraisal process for direct report employees.

Communication: Must be able to exhibit superior communication skills by telephone, in written form, e-mail, or in person to express guest needs, provide guidance, feedback, and individual coaching when needed. Speak with others using clear and professional language. Direct and coordinate the activities of the front desk, reservations, guest services and telephone areas in a manner to establish and maintain open, collaborative relationships with employees and ensures employees do the same within the team and with other departments. Listen and respond appropriately to the concerns of other employees and departments. Communicate a clear and consistent message regarding performance expectations in accordance with job responsibilities for each position and monitor progress of goals to produce desired results. Solicit employee feedback, utilize an “open door” policy, and review employee, as well as guest satisfaction results to identify and address employee problems or concerns. Understands the impact of Front Office operations on the Rooms division and overall property goals. Ability to process and provide information to supervisors, other departments, co-workers, and subordinates in an appropriate and timely manner. Speak with others using clear and professional language.

Requires good communication skills, both verbal and written. Must have excellent customer relations skills and leadership capability. Must be able to work a flexible schedule which includes evenings, weekends, and holidays. Ability to utilize interpersonal and communication skills to lead, influence, and encourage others; advocates sound decision making; demonstrates honesty/integrity above all else; leads by example. Possess 4 years’ experience in guest services, front desk, or related professional area. Employees may be required to work varying schedules to reflect the business needs of the hotel. Stand, sit, or walk for an extended period. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25lbs.

This company is an equal opportunity employer.

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