Front Office Manager - Hilton Santa Fe
Remington Hotels · Santa Fe, New Mexico, United States ·
- Category
- Operations
- Oversee daily front office and guest services operations.
- Recruit, train, schedule, coach, and supervise front office employees.
- Maintain appropriate staffing and labor levels based on occupancy and business demand.
- Support the front desk team during peak arrival and departure periods.
- Anticipate guest needs and ensure guests receive prompt, courteous, and professional service.
- Investigate and resolve guest concerns using sound judgment and effective service recovery.
- Monitor guest feedback and implement improvements to increase guest satisfaction.
- Ensure accurate completion of check-ins, checkouts, room assignments, deposits, adjustments, payments, and other front office transactions.
- Review daily reports, room status, special requests, VIP arrivals, billing concerns, and shift documentation.
- Communicate effectively with Housekeeping, Engineering, Sales, Revenue Management, Security, and Food and Beverage.
- Ensure room moves, early departures, out-of-order rooms, and room-status changes are accurately communicated.
- Maintain proper cash-handling, credit-card, key-control, guest-privacy, and safety procedures.
- Control departmental labor, overtime, scheduling, supplies, and other expenses.
- Participate in the manager-on-duty rotation and respond to operational needs when required.
- Ensure compliance with hotel policies, service standards, and applicable laws.
- High work ethic, self-initiative , independent judgment
- Proven customer service and problem solving experience
- Regular attendance according to established guidelines
- May be required to work varying schedules to reflect the business needs of the property
- Focus and maintain attention to tasks, and complete work assignments on time despite frequent interruptions