Front Office Manager

Description

Join the Residence Inn near Universal Orlando Team

At the Residence Inn near Universal Orlando, we are committed to providing exceptional service and gracious hospitality in a modern and welcoming environment. Located a 5 minute drive from Universal Studios, our hotel offers a vibrant atmosphere where both guests and team members experience excellence. As part of our team, you will play an integral role in delivering memorable experiences for our guests while fostering a culture of teamwork and continuous improvement.
 

Position Overview:

We are seeking a dynamic and experienced Front Office Manager to oversee the daily operations of our hotel’s front office. The ideal candidate will be a hands-on leader who ensures seamless guest experiences from arrival to departure, maintains high service standards, and drives team performance. This individual will play a key role in optimizing revenue opportunities, managing guest relations, and contributing to the overall success and reputation of the hotel.

Administration

Maintain standards of quality guest service.

Achieve budgeted revenues and expenses and maximize profitability in all areas related to the front office.

Develop short- and long-term financial and operational plans for the guest service department that relate to the overall objectives of the hotel.

Assist with End of Month Preparation for property.

Increase level of guest satisfaction by delivery of an exceptional product through employee development.

Review the reservation function to maintain the highest possible room occupancy and average daily rate through suggestive selling by associates.

Maintain and correct procedures for credit control, financial transactions, security of financial assets, and guest security.

Respond and resolve guest requests, complaints, or questions in a courteous and timely manner.

Ability to accurately use various office and accounting software.

Support

Must have a comprehensive knowledge of the English language to effectively communicate with guests, associates, and vendors.

Ability to assist with the design and preparation of statistical reports and presentations as needed.

Ability to accurately report information.

Ability to assist with various accounting department tasks as needed.

Ability to scrupulously follow all StepStone and hotel policies and procedures.

Attend required meetings.

Personal Effectiveness

Projects and assignments are completed thoroughly, professionally, and with care.

Adjusts to high-pressure conditions and is open to change.

Assumes responsibility for personal growth and development.

Conducts him\herself (acts and dresses) professionally at all times; sets standards for all associates.

Communication

Understands and communicates the StepStone Mission and Core values.

Expresses ideas and conveys information clearly, effectively, and professionally.

Actively listens to others.

Conveys company information, decision, or problems to appropriate parties on a timely basis.

Works to resolve disagreements and is respectful of peers and co-workers.

Requirements

These are required of every associate:

Minimum lifting of 20 pounds.

Pushing, bending, stooping, upward reaching, manual dexterity.

Hearing, writing, typing.

Minimum pulling of 20 pounds.

Other duties may be assigned.

Additional responsibilities specific to you are:

Must have a comprehensive knowledge of all hotel departments and functions.

Must have a comprehensive knowledge of applicable Federal, state, and local health, safety, and legal regulations.

Must have exceptional mathematical and computer skills.

High school education and relevant training and experience required. Additional education preferred.

Ability to timely obtain any required licenses or certificates.

CPR training required; first aid training preferred.

Additional language ability preferred.