Front Office Manager

Front Office Manager

Meliá Orlando Celebration Hotel

Celebration, Florida

DEPARTMENT: Front Office

“The world is yours with Meliá”

Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family.

It means knowing that you have started one of the most exciting journeys of your life, a journey in which inspiration will always accompany you. Do you dare to be the owner of your professional career in an inspiring world?

In a company as large as your world, all that is missing is YOU.

Job Description:

• Manages and motivates the Front Office team and reservations team to provide a high standard of service for all guests.
• Ensures that personalized service is offered to each and every guest.
• Integrates and trains employees, providing support for skills development.
• Ensures team members have current knowledge of hotel products, services, facilities, events, pricing, policies and knowledge of the local area and events.
• Provide high level of customer service and maintains a high profile in the day to day front office operations.
• Oversees and supervises guest arrivals and departures with front office team and department managers.
• Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.
• Ensures that the pricing policy and internal audit procedures are duly applied.
• Prepare monthly and daily revenue reports.
• Is involved in recruitment of new team members for front office.
• Have a good knowledge of all systems and standard operating procedures of front office.
• Ensures that guest documentation and information is available and up-to-date.
• Manage all aspects of the front office areas, including but not limited to: guest registration, telephone services and guest reservations.
• Ensure guest satisfaction and maximize hotel profitability.
• Manage day-to-day operations and assignments of the front office staff; schedule, plan and assign work.
• Ensure all complaints are dealt with promptly and efficiently, and relevant managers are informed (24 hours turn-around).
• Ensure the department operates efficiently and that every guest receives the welcome expected at the hotel according to company service culture.
• Supervise the allocation of rooms for tour groups, VIP’s and regular guests, noting any special requests are captioned accordingly.
• Ensure all VIP bedrooms are pre-registered on a priority basis in conjunction with Housekeeping.
• May assist with other duties as assigned.

This brief job description/responsibilities and/or duties are not intended to be ALL responsibilities or qualifications of the job. EEO/M/F/D/V

Minimum Requirements:

• Minimum 2 years Front Office/Guest Service experience including management experience in a hotel and/or resort.
• Flexible schedule is required; must be available to work various shifts including mornings, evenings, weekends and/or holidays.
• Must be able to read, write and speak English. Other languages preferred.
• Computer proficiency in software applications including MS Word, Excel, Outlook and reservations systems
• Effective oral and written communications skills

Only candidates with authorization to work in the U.S.A. will be considered. At this time, no monetary relocation assistance is available.