Front Office Manager
Company: Embassy Suites Irvine
Posted on: January 13, 2022
Embassy Suites Irvine is part of the amazing Sage Hospitality
portfolio where we dare to be different; not only in the experience
we provide our guests, but also in the experiences we provide our
associates. We believe in being true to ourselves and employing our
passions. We are not just looking for associates; we are looking
for, genuinely enthusiastic, and creative daydreamers who want to
share their passion with others and the community!
Respond in a professional and courteous manner to arriving,
departing and in-house guests by providing accurate and timely
information and services. Responds to inquiries regarding hotel
information and guest concerns. Supervise the daily operations of
the Guest Services personnel; promoting a safe environment and
quality services to achieve maximum guest satisfaction and
-Greets and completes established check-in procedures for arriving
guests on a daily basis, using both manual and computerized
methods, in order to ensure guests are satisfied and in rooms as
-Facilitates guest departure (check-out) on a daily basis by
following established manual and computer procedures in order to
close guest accounts ensuring the guests are satisfied.
-Ensures the entire front desk team regularly calculates and/or
posts monies, receipts, guest accounts and other forms of credit
using accurate, proper cash handling methods and established
procedures in order to present the customer with timely and precise
hotel charges upon check-out and maintain accurate hotel
-Courteously answers inquiries and accepts reservations by
accurately communicating hotel rates and information and by using
suggestive selling techniques to sell room rates, increase
occupancy and revenue.
-Maintain good guest relations by keeping abreast of all in-house
and area functions in order to answer questions and concerns with
timely and knowledgeable responses, in person and on telephone.
-Operates the PBX equipment by accepting incoming calls, assisting
outgoing calls, scheduling and setting wake-up to provide guests
with timely and efficient service.
-Control cash transactions at the front desk and maintain complete
responsibility for personal bank as specified by hotel bank
-Maintain a friendly, cheerful and courteous demeanor at all
-Perform other duties as assigned, requested or deemed necessary by
-Assist and make recommendations to the Assistant General Manager
in the areas of conducting performance evaluations, discipline and
terminations as appropriate.
-Coordinate guest service efforts to include group arrivals and
departures, and guest transportation, while maximizing the guest
experience through top quality customer service.
-Coordinate and supervise the activities and foster good relations
with our valet service, taxi services, and the Airport Connection
to provide the maximum level of quality service.
-Provide information and assist staff in recommending area
restaurants, theaters, community events, activities, etc., to
ensure optimum guest satisfaction.
-Greet guests, offer assistance with check-in/check-out, deliver
laundry and store luggage.
-Provide guest transportation as required by hotel's standard
-Order all supplies and maintain inventory control minimizing
-Follow-up on any complaints or problems a guest may experience in
a timely and professional fashion to ensure a quality guest
-Implement emergency training and procedures to ensure appropriate
protection of the hotel's guests, staff and company assets.
-Provide weekly schedule for all Front Office Associates, posted by
3pm on Friday.
-Responsible for covering/finding replacements for call-offs.
-Ensure proper communication to subordinates on all hotel
activities in a way that insures that guest needs are being met in
a timely fashion.
-Ensures all new hires are aware of all aspects of the hotel.
-Ensure all associates are properly trained on Fosse along with all
other systems/procedures that will help them provide our guests
with quality service. Make sure all Front Desk Associates are SSM
-Provide motivation to the department.
-Ensure all Front Office Associate duties are completed daily
(checklists, call back log, guest request log, wake-up log,
-Provide assistance to other employees and departments to
contribute to the best overall performance of the department and
-Ensure the front desk is represented at each Safety Committee
-Participates in Hotel MOD program
Keywords: Embassy Suites Irvine, Irvine , Front Office Manager, Executive , Irvine, California
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