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Marcus Hotels & Resorts · 15 hours ago

Front Office Manager

Lake Geneva, WI

Full-time

Onsite

Entry, Mid Level

1+ years exp

Marcus Hotels & Resorts is a division of The Marcus Corporation, known for operational and service excellence. As a Front Office Manager at the Grand Geneva Resort & Spa, you will oversee the Guest Services department, ensuring top-tier guest experiences and managing guest profile information.

Business DevelopmentHospitalityHotel

Responsibilities

Maintains standards of guest service as established by the Guest Services Director

Ability to learn, manage and train associates on our HotSos System and OPERA Property Management System (PMS)

Responsible for the management of our guest’s profile information and responsible for communicating with all departments to ensure guest information is relayed in a timely manner and all pre-arrival details are executed prior to guest arrival

Responsible for managing and entering all new guests profile information that is obtained during the guests stay on property

Maintain a complete knowledge of and comply with all hotel/departmental policies/service procedures/standards

Provide budgets/forecasting numbers accurately and on time when requested by upper management

Anticipate guest’s needs, respond promptly, and acknowledge all guests, however busy and whatever time of day

Maintain positive guest relations at all times

Resolve guest complaints, ensuring guest satisfaction

Maintain complete knowledge at all times of:

All hotel features/services, hours of operations

All room types, numbers, layout, décor, appointments and locations

All room rates, special packages and promotions

Daily house count and expected arrivals/departures

Room availability status and rate for any given day

All hotel departmental policies and procedures

Perform other duties as assigned by the Director of Front office, Director of Guest Services or Director of Rooms

Qualification

HotSos SystemOPERA Property Management SystemHospitality DegreeProblem SolvingTime ManagementCommunication SkillsLeadership

Required

Ability to learn, manage and train associates on our HotSos System and OPERA Property Management System (PMS)

Responsible for the management of our guest's profile information and responsible for communicating with all departments to ensure guest information is relayed in a timely manner and all pre-arrival details are executed prior to guest arrival

Responsible for managing and entering all new guests profile information that is obtained during the guests stay on property

Maintain a complete knowledge of and comply with all hotel/departmental policies/service procedures/standards

Provide budgets/forecasting numbers accurately and on time when requested by upper management

Anticipate guest's needs, respond promptly, and acknowledge all guests, however busy and whatever time of day

Maintain positive guest relations at all times

Resolve guest complaints, ensuring guest satisfaction

Maintain complete knowledge at all times of: All hotel features/services, hours of operations, All room types, numbers, layout, décor, appointments and locations, All room rates, special packages and promotions, Daily house count and expected arrivals/departures, Room availability status and rate for any given day, All hotel departmental policies and procedures

Perform other duties as assigned by the Director of Front office, Director of Guest Services or Director of Rooms

Able to work independently, has good judgment, problem solving, and decision-making skills

Service oriented

Organization and time management skills

Good oral and written communication towards guests, supervisors, peers, and/or subordinates

Able to guide, direct, and motivate subordinates

Self-motivated and willing to think out of the box