Front Office Manager

Hireology; Newbury; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading hotel and conference center in Newbury is seeking a dedicated Front Office Manager. The role entails overseeing daily front desk operations, managing and training a team of front desk agents, and ensuring exceptional guest experiences. Ideal candidates will have prior supervisory experience, strong organizational skills, and proficiency in Microsoft Office applications. Competitive salary and benefits are offered for this full-time position.

Benefits

Medical, dental, and vision insurance

401k

Paid time off

Hotel discounts

Qualifications

• Proven experience as a Front Desk Agent with supervisory duties.
• Ability to stand for extended periods under pressure.
• Must possess exceptional telephone etiquette.

Responsibilities

• Oversee daily front desk operations and manage front desk staff.
• Ensure all guests receive exceptional service.
• Handle staffing, training, and scheduling for the front desk.

Skills

Customer service skills

Organizational skills

Communication skills

Microsoft Office proficiency

Detail orientation

Negotiation skills

Education

High School Diploma or equivalent

Tools

Front desk management system

Job description

Front Office Manager Job Summary:

Punderson Manor Lodge & Conference Center is seeking a highly organized and experienced Front Office Manager to join our team. The Front Office Manager will be responsible for overseeing the day-to-day operations of the front desk, managing a team of front desk agents, and ensuring all guests receive exceptional service during their stay. This is a full-time administrative position with a competitive salary and benefits package, located in Newbury, OH.

Compensation & Benefits:

• Salary: Competitive, based on experience
• Benefits: Medical, dental, and vision insurance, 401k, paid time off, hotel discounts

Responsibilities:

• Must possess basic education at High-School level or equivalent
• One (1) to three (3) years experience as a Front Desk Agent
• One (1) year of supervisory or management experience preferably with a Hotel Front Desk
• Must be well organized, detail orientated, handle multiple events, have exceptional telephone etiquette and have outstanding customer service skills
• Must have a professional courteous and friendly manner
• Exhibits excellent listening and negotiation skills and the ability to ask open ended questions
• Must be able to stand for up to four (4) hours at a time
• Must have the ability to work under pressure
• Experience with revenue management, rooms management and assignment of rooms
• Must have proven communication skills both written and oral
• Competence in Microsoft Office applications (Word, Excel, PowerPoint, and Outlook) required
• Must remain flexible with schedule to accommodate business needs, including evenings, weekends & holidays

Must be able to perform tasks in a safe manner and adhere to company policies and procedures

ESSENTIAL FUNCTIONS:

• Interview, select, supervise and evaluate job performance of front desk agents and night auditors.
• Supervise and motivate staff to ensure that proper guest service is the number one priority at the hotel/lodge.
• Coordinate the training of new employees and the on‑going training of front desk staff.
• Prepare weekly schedule for front desk agents, reservations and night audit staying within company established budget.
• Work desk shifts when business levels require and cover shifts when a desk agent, night auditor or reservationist has a schedule conflict or cannot work their shift as scheduled.
• Ensure that employee performance is evaluated in a timely manner using the company provided forms.
• Ensure that all Front Desk Procedures are completed daily (i.e. bucket checks, call backs, signature procedures, etc.).
• Achieve a high level score from guest comments and Star Shopper reports.
• Answer switchboard calls in a professional and friendly manner.
• Operate the front desk system to make reservations.
• Check guests in and out using the established company standards.
• Monitor cash flow and credit operations of the desk while maintaining accuracy in account handling and reconciling any discrepancies.
• Maintain room inventory by keeping abreast of all revenue lost through out of order rooms and other maintenance problems. Resolve such problems in a timely basis with Maintenance and Housekeeping.
• Maintain and uphold all Front of the House operations while setting the standards of high guest service.
• Find and implement professional resolutions to problems and complaints as they occur.
• Communicate with the GM on a daily basis regarding operational developments of concern.
• Work with Regional Marketing Manager on packages and prepares coupons and package amenities as needed.
• Pre‑block rooms and cabins.
• Interface with the sales office to coordinate group room details.
• Approve all weekly time sheets /payroll, purchase orders, and invoices. Update time & attendance point sheets as needed.
• Participate in property meetings and employee functions as required.
• Act as Manager On Duty as required.

Perform other duties as assigned.

EEOC Statement:

Regency Hotel Management is an equal opportunity employer and is committed to providing a workplace that is free of discrimination and harassment based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We value diversity and inclusion and encourage all qualified individuals to apply for this position.