Front Office Manager l Holiday Inn Wilsonville

All Candidates Must Have Prior Hotel Leadership Experience

Job Summary

Provides guidance and leadership to guest service agents, ensuring consistent quality customer service is delivered

Summary of Essential Job Functions

• Provide support and act as MOD for hotel as needed.


• Document guests and employee incidents, accidents, safety and workplace concerns escalating to department head.


• Ensures outstanding customer care at all times.


• Resolves customer issues, complaints and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service - while demonstrating a sense of urgency.


• Trains and directs the workflow and processes of the front desk.


• Coaches and counsels the front desk team members to ensure a quality operation.


• Supervises daily shift process ensuring all team members adhere to standard operating procedures and are friendly and attentive to guest needs and service.


• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.


• Ensures safety by following guest check in and security procedures and reporting suspicious activity to security or manager.


• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion.


• Ensures front desk supplies are stocked and computer equipment functioning properly.


• Allocates rooms to expected arrivals after checking the guests preferences and special requests.


• Controls cash transactions at the front desk and maintains accuracy of "Till Count" sheet. Balancing the front desk bank and verifying number of gift cards available.


• Cross checks all billing instructions are correctly updated - including Marriott reward night stays, third parties, etc.


• Building wholesaler blocks in Lightspeed- including airlines manifest, add ons, or revisions.


• Send and collect agreements, payments, or authorizations via hotel portal.


• Use of appropriate tools for guest service recovery - issuing bonus points to IHG rewards members. Assigned as the preparer.


• Performs other duties as assigned, requested, or deemed necessary by management.


• Ensure accurate billing for all guests, loyalty programs are in place and a focus for the team, and that service levels are maintained.


• Assist department head with roll-out of SOPs and assisting the team to implement them.


• As requested, assist in training and develop associates


• Comply with attendance rules and be available to work on a regular basis.


• Embrace the Aloft culture personifying it in daily interactions with guests and Talent alike.


• Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as complimentary breakfast, fitness center and pool hours, and local attractions.


• Perform any other job-related duties as assigned.

Abilities Required

• Must have the ability to communicate in English.


• Self-starting personality with an even disposition.


• Maintain a professional appearance and manner at all times.


• Can communicate well with guests.


• Must be willing to “pitch-in” and help co- workers with their job duties and be a team player.


• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.


• Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.


• Ability to access and accurately input information using a moderately complex computer system.


• Ability to stand, walk and continuously perform behind the front desk.


• Ability to observe and detect signs of emergency situations.


• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.


• Ability to establish and maintain effective working relationships with associates, customers and patrons.