Front Office Manager
Magnolia Hotels · Houston, TX
- On site
- Full-time
- $55,000 / year
- Houston, TX
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Job highlights
- Manage front desk operations for quality service.
- Develop and train exceptional guest service staff.
- Oversee daily administrative and operational efficiency.
- Ensure compliance with hotel standards and PCI.
- Lead and motivate front office teams effectively.
About the role
Front Office Manager
Responsible for the management of the Front Desk functions ensuring quality guest service and administrative efficiency. Directs, implements and maintains a service and leadership culture which encourages both associates and guests to seek moments to be extraordinary.
Responsibilities
- Create, train, and sustain a culture of guest service excellence in all front office personnel.
- Assist in developing sustainable training for all front office personnel, regardless of employee’s tenure.
- Train staff in the learning and delivery of concierge services to guests.
- Develop portals for front office staff to stay current with downtown events, services, and facilities.
- Manage reporting, including analysis of data, communication of results, and tactics for required corrections.
- Schedule staff according to activity levels expected at the front desk.
- Train staff in service recovery and conduct follow-up to service recovery situations.
- Conduct “guest service” audits of front office staff.
- Work closely with Sales on group resumes, ensuring thorough understanding and seamless delivery of service to groups.
- Partner with Accounting, Housekeeping, and Engineering departments in daily interactions related to front office/rooms operations.
- Review VIP arrival reports and communicate as needed to staff.
- Maintain guest confidentiality.
- Oversee the delivery of amenity packages to guest rooms as expressed in group resumes or individual reservations.
- Enforce adherence to PCI Guidelines from all front office staff.
- Manage cash handling procedures as prescribed in Magnolia Hotels’ procedures.
- Act as the Hotel standard bearer for professionalism, appearance, service, and success.
- Conduct all other duties inherent in a Front Office Manager position.
- Perform other duties as assigned by the General Manager or Director of Operations.
Qualifications
- Previous Lightspeed experience preferred but not required.
- Must have Front Office Manager or Assistant Front Office Manager experience.
- Experience in applying sustainable training programs to front office personnel.
- Experience in cash/credit controls and compliance with statutory or contractual requirements such as PCI Guidelines.
- Ability to communicate effectively, both verbally and written, with guests, vendors, and co-workers.
- Strong organization, motivation, and interpersonal skills.
- Critical thinking, problem-solving, judgment, and decision-making abilities.
- Strong verbal and written communication skills.
- Detailed oriented with strong organizational and multi-tasking skills.
- Ability to effectively cope with change, handle risk and uncertainty comfortably, and shift gears at a moment’s notice while being composed under pressure.
- Does not show frustration when dealing with upset guests or associates.
- Ability to relate to all types of people, build rapport, constructive relationships, use diplomacy and tact, and defuse high-tension situations.
- Genuinely cares about people, demonstrates real empathy.
- Flexibility to meet the demands of a 24-hour operation, including holidays and weekends.
Experience, Education, & Licensure
- High school diploma or equivalent.
- Completion of College Level courses with a concentration in Business or Hospitality is strongly desirable.
- Two (2) or more years’ experience as a manager in the Hospitality Industry.
We offer a competitive benefit package for full-time, regular team members that includes: group medical, dental, vision, life, disability benefits, and an employee assistance program. We also offer paid time off/sick time and are proud to offer participation in a 401(k) plan with a company match, 10% potential Bonus and parking available.
Key skills/competency
- Guest Service Excellence
- Staff Training and Development
- Service Recovery
- Operations Management
- Team Leadership
- Interpersonal Skills
- Problem-Solving
- Cash Handling and PCI Compliance
- Front Desk Operations
- Hospitality Management
Skills & topics
- Front Office Manager
- Hotel Management
- Guest Service
- Staff Training
- Operations Management
- Hospitality
- Front Desk
- Service Excellence
- Team Leadership
- Hotel Operations
How to get hired
- Tailor your resume: Highlight management experience, guest service, training, and PCI compliance relevant to a Front Office Manager role.
- Showcase hospitality skills: Emphasize problem-solving, leadership, and interpersonal abilities in your application.
- Prepare for behavioral questions: Be ready to discuss how you handle guest complaints and motivate teams.
- Research Magnolia Hotels: Understand their service culture and values to align your responses during the interview.
- Highlight relevant experience: Detail your years of management experience in the hospitality industry, especially in front office roles.
Technical preparation
Study Lightspeed or similar PMS.,Review PCI compliance standards.,Practice cash handling procedures.,Familiarize with hotel operational software.
Behavioral questions
How do you train for guest service excellence?,Describe a challenging guest recovery situation.,How do you motivate a front desk team?,How do you handle unexpected operational changes?
Frequently asked questions
- What is the primary responsibility of the Front Office Manager at Magnolia Hotels?
- The Front Office Manager at Magnolia Hotels is primarily responsible for overseeing all front desk operations to ensure exceptional guest service and efficient administrative functions, while fostering a culture of extraordinary service among staff.
- What kind of training is expected for front office personnel in this role?
- This role involves developing and implementing sustainable training programs for front office personnel, covering guest service excellence, concierge services, and service recovery techniques, regardless of their tenure.
- What are the key qualifications for a Front Office Manager at Magnolia Hotels?
- Key qualifications include previous Front Office Manager or Assistant Front Office Manager experience, experience with training programs, cash/credit controls, PCI compliance, strong communication, problem-solving, and interpersonal skills, along with flexibility for a 24-hour operation.
- Is experience with Lightspeed required for the Front Office Manager position at Magnolia Hotels?
- Experience with Lightspeed is preferred but not required for the Front Office Manager position at Magnolia Hotels. The focus is more on overall front office management and guest service experience.
- What is Magnolia Hotels' approach to guest service and staff development?
- Magnolia Hotels emphasizes creating and sustaining a culture of guest service excellence, empowering associates and guests to seek extraordinary moments. This includes comprehensive training and development for front office personnel.
- What benefits does Magnolia Hotels offer to full-time Front Office Managers?
- Full-time team members receive a competitive benefits package including group medical, dental, vision, life, and disability benefits, an employee assistance program, paid time off/sick time, 401(k) with company match, a potential 10% bonus, and available parking.
- How does the Front Office Manager role ensure operational efficiency?
- Operational efficiency is ensured through managing reporting and data analysis, effective staff scheduling according to activity levels, partnering with other departments like Accounting and Housekeeping, and enforcing adherence to operational procedures and PCI Guidelines.