PM Hotel Group · 1 day ago
Front Office Manager l Holiday Inn Wilsonville
Wilsonville, Oregon, United States
Full-time
Onsite
Mid, Senior LevelPM Hotel Group is looking for a Front Office Manager at the Holiday Inn in Wilsonville. The role involves providing guidance and leadership to guest service agents, ensuring high-quality customer service, and resolving customer issues efficiently.
Hospitality
Responsibilities
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
Qualification
Required
All Candidates Must Have Prior Hotel Leadership Experience
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
Company
PM Hotel Group
People-first hospitality. At PM Hotel Group every team member is dedicated to delivering memorable guest experiences.
Founded in 1996
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Ethan Kramer
Chief Investment and Development Officer
Kory Davis
CORPORATE DIRECTOR | NEW BUILDS + TRANSITIONS
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