We’re looking for enthusiastic, fun, and energetic people who take the work seriously, but not themselves. Let’s see if we’re a fit. We hope so.
 Position: Front Office Manager

Location: Naples, FL

Reports to: Executive Director of Rooms
Status: Exempt

Job Summary:

The Front Office Manager will be responsible for the day-to-day Front Office Operations including the staff of the Front Desk, Night Audit, Valets Operation, and PBX Operator. The person in this role will ensure the Front Desk Staff provides exemplary service to all hotel guests to deliver a memorable guest experience

**Please note, Mainsail Lodging & Development is a drug-free workplace. Pre-employment screening, to include a background test and drug screen, is required for all candidates offered a position.

Essential Functions

Ensures complete guest satisfaction and follows up on all guest issues and concerns in a timely manner.Proficient in hotel property management systems including but not limited to Oracle Hospitality OPERA PMS.Leads staff by example while managing and motivating front desk personnel.Process guest check-ins by confirming reservations, assigning room, and issuing and activating room key.Coordinates the pre-arrival process to ensure guest needs of transportation, airport transfers, room assignments, special requests, and billing requirements are met per hotel standard.Maintains guest confidentiality.Develops and implements the guest arrival experience to provide a unique and memorable hotel welcome.Develops and implements mobile check-in arrival experience utilizing Hospitality Platform INTELITY Guest Mobile App.Strong communication with other departments (e.g., Engineering, Housekeeping) as necessary to resolve guest calls, requests, or issues.Responds to guest requests or feedback and takes action to address any and all Front Desk issues.Ensures full compliance of standards and the passing of department Quality Assurance items.Trains and encourages staff to embody hotel culture and provide guests with the hotel’s story.Recognizes and communicates to team any hotel VIPs and provides extra touches when warranted.Empower Front Desk staff to act and resolve guest issues to the best of their ability.Provide local information for shopping, dining, nightlife, and recreational destinations.Receive, store, and deliver luggage and mail/packages.Responsible for ensuring guest credit is procured and all accounting procedures are followed by Front Desk staff. Resolves guest accounting issues as needed.Respond to guest inquiries.Provides ongoing training and feedback to staff via monthly department meetings, performance reviews, and one-on-one sessions.Report accidents, injuries, and unsafe work conditions and take action as needed; complete safety training and certifications.Completes Front Desk schedule per labor guidelines and ensures that all shifts are covered in the event of staff call-offs.Report any suspicious activity or unusual items in room.Ensures Front Desk staff adheres to hotel grooming guidelines.Report any irregular behavior from guests in public areas and or in room.Ability to take initiative and handle assignments with limited supervision.Follow all hotel policies and procedures as outlined in the team member handbook.Maintain cleanliness and order of work area.Any other duties requested by management.

Hotel Performance

Ensure successful performance assisting guests with an exceptional experience.

Qualification Standards:

Education & Experience

2-year associates degree or higher preferredMinimum 2 years Hotel Front Desk managerial experienceExcellent phone & customer service skillsExcellent communication skills, both verbal and writtenAbility to use technology e.g. tablets, iPads

Physical Demands

Ability to sit or stand for extended periods of timeAbility to bendAbility to lift, pull 40 lbs.Ability to communicate clearlyCorrected vision to normal rangeAbility to work long hours as needed

Mental Demands

Make sound judgments quicklyWork on multiple tasks, making appropriate progress towards deadlinesAble to work independently, take direction, and provide direction to othersManage differing personalities within the office, the hotel, and the communityMaintain the highest degree of confidentialityAbility to work effectively in stressful, high-pressure situationsAbility to effectively handle challenges in the workplace: anticipating, preventing, identifying, and solving problems as necessary

Benefits

Full-time Associate BenefitsMedical, Dental, & Vision | HSA & Flexible Spending Account Options | Basic Life & Disability Plan Options | 401K Retirement Plan | Paid Time Off | Holiday Pay | Career Training & Development Opportunities | Tuition Reimbursement | Bereavement Leave | Employee Assistant Program (EAP) | Jury Duty (May vary by state) | Employee Discounts | Employee Referral Bonus | Free meal for all full-service hotel employeesPart-time Associate BenefitsAll above-listed benefits, except for Medical Insurance and Holiday Pay

Mainsail is an Equal Opportunity Employer and it does not discriminate on the basis of actual or perceived race, color, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity expression (including transgender status), sexual orientation, marital status, parental status, military service and veteran status, political affiliation, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.