Front Office Manager

The Front Office Manager is responsible for ensuring the daily operation of the Front Office including Bell/Valet, Reservations, Concierge, PBX in an attentive, friendly, efficient, and courteous manner providing all guests with quality service prior to and throughout their stay.

Requirements

Responsibilities

• At least 5 years of progressive experience in front office luxury hotel
• Strong leadership skills required
• Must be proficient in Windows operating systems Company approved spreadsheets and word processing.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful high-pressure situations.
• Must maintain composure and objectivity under pressure.
• Must be effective in handling problems in the workplace including anticipating preventing identifying and solving problems as necessary.
• Must have the ability to assimilate complex information data etc. from disparate sources and consider adjust or modify to meet the constraints of the particular need.
• Must be effective at listening to understanding and clarifying the concerns and issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data and basic arithmetic functions.
• Respond to all guest requests, problems, complaints and/or accidents presented at the Front Desk or through
• Reservations in an attentive courteous and efficient manner. Follow up to ensure guest satisfaction.
• Motivate coach counsel and discipline all Front Desk personnel according to El Encanto Hotel Code of Conduct and S.O.P.'s.
• Ensure compliance to brand and company training using the steps to effective training and 360L platform.
• Prepare and conduct all Front Desk interviews and follow hiring procedures according to El Encanto Hotel S.O.P.'s.
• Conduct all 90 day and annual Front Office employee performance appraisals according to S.O.P.'s.
• Develop employee morale and ensure training of Front Office team members.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate efficiency monitor credit report and maintain close observation of daily house count.
• Supervise the Night Audit function and monitor the House Charge Worksheet and Flash Report for accuracy.
• Participate in required M.O.D. program as scheduled.
• Be responsible for developing front office managers including sign-off on all competencies and assist in his/her placement.
• Ensure all end of the month report dates are met.
• Review Front Office staff's worked hours for payroll compilation and submit to accounting on a timely basis.
• Prepare employee Schedule according to business forecast payroll budget guidelines and productivity requirements. Present wage progress Report to General Manager and Financial Controller weekly.
• Ensure that no-show revenue is maximized through consistent and accurate billing.
• Maintain El Encanto Hotel S.O.P.'s regarding Purchase Orders vouchering of invoices and checkbook accounting.
• Ensure that Wage Progress Productivity are completed on a timely basis according to El Encanto Hotel S.O.P.'s.
• Maintain a professional working relationship and promote open lines of communication with managers employees and other departments.
• Work closely with Accounting on follow-up items i.e. returned checks rejected credit cards employee discrepancies etc.
• Operate all aspects of the Front Office computer system including software maintenance report generation and analysis and simple programming.
• Monitor proper operation of the P.B.X. console and ensure that employees maintain El Encanto Hotel S.O.P.'s in its use.
• Monitor the process of taking reservations ensuring that El Encanto Hotel standards courtesy and up selling techniques are maintained.
• Greet and welcome all guests approaching the Front Desk in accordance with El Encanto Hotel S.O.P.'s.
• Ensure implementation of all El Encanto Hotel policies and house rules.
• Understand hospitality terms.
• Operate radios efficiently and professionally in communicating with hotel staff.
• Ensure the proper use of radio and earpieces etiquette within the department.
• Coordinate all aspects of the ongoing implementation of the El Encanto Hotel philosophy of service.
• Ensure correct and accurate cash handling at the Front Desk.
• Attend quarterly all-employee team meetings and any other functions required by management.
• Attend bi-weekly staff meeting and provide training on a rotational basis using steps to effective training according to El Encanto Hotel standards.
• Obtain all necessary information when taking room reservations.
• Ensure logging and delivery of all messages packages and mail in a timely and professional manner.
• Be aware of all rates packages and promotions currently underway.
• Follow and enforce all El Encanto Hotel credit policies.
• Process and handle guest laundry (property specific).
• Ensure that employees are at all times attentive friendly helpful and courteous to all guest’s managers and other employees.
• Maintain and monitor "Lost and Found" procedures and policies according to El Encanto Hotel standards.
• Establish and maintain key control system.
• Ensure participation within the department for monthly meetings.
• Focus the Front Office Department on their role in contributing to the guest service scores.
• Monitor all V.I.P.'s special guests and requests.
• Maintain required pars of all front office and stationary supplies.
• Review daily Front Office work and activity reports generated by Night Audit.
• Review Front Office log book and Guest Request log on a daily basis.
• Assist the General Manager and Engineering Department in implementing and maintaining emergency procedures.
• Be familiar with and enforce all corporate sponsored programs such as LQA and Forbes and the standards and procedures for each.
• Maintain an organized and comprehensive filing system with documentation of purchases vouchering schedules forecasts reports and tracking logs.
• Other duties as required.
• Institute creative change under guidance, bringing our Manifestos to life
  
  

Benefits

At El Encanto we pride ourselves on fostering a culture built on kindness, active listening, and genuine connections with our colleagues and guests. We offer a comprehensive range of compensation, perks and benefits including:

Medical, Dental and Vision coverage. In addition, the company pays for basic life and AD&D as well as short term disability. Team members can choose additional coverage to include voluntary life/AD&D, spouse life/AD&D, dependent life, critical care, hospital indemnity, accident and flexible spending.

The Company offers paid time off, sick pay, a 401(k) program with company matching, and an employee assistance program. Team members also enjoy free cafeteria meals and discounts on food and beverage, spa treatments, and retail boutique items.

The Discovering Belmond program offers complimentary accommodation for team members while on leisure travel outside their region at any Belmond hotel and resort. It also offers food and beverage at a discounted rate. In addition to the complimentary offerings, discounted rates are available for safaris, trains and cruises.

This is your moment. Apply today! 

https://careers.belmond.com

We strive to create an environment where our employees can thrive both personally and professionally. With a commitment to your ongoing development, you'll have the opportunity to learn and grow alongside some of the most talented individuals in the industry. Join us and be part of creating unforgettable moments for our guests, communities, and each other.

The Belmond & LVMH Family 

El Encanto is proud to be part of LVMH, and the Belmond global collection of iconic hotels, trains and river cruises, all creating exceptional experiences worldwide. When you join one of our properties, you join a global family of history-rich hotels and breathtaking destinations, where our employees are at the heart of the Belmond experience.  

 Compensation is $85,000 to $90,000