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The Role
Manage front desk operations including guest check-in/out, staffing, hiring, training, scheduling, and complaint resolution. Operate the MICROS system for transactions. Coordinate with Housekeeping and Engineering, assist the General Manager with group blocking and special requests, and ensure high standards of guest service.
Summary Generated by Built In
Job Summary & ResponsibilitiesPreferred Qualifications
- Anticipate guest needs, respond promptly and acknowledge all guests, maintaining positive guest relations at all times. Greet and communicate cordially with guests, promptly and professionally checking them in and out of the hotel.
- Ensure proper staffing levels of front office associates, including interviewing, hiring, supervising, training and scheduling front desk agents, front office supervisors, guest service aides/bell staff, concierge staff and PBX operators.
- Have complete understanding of Front Office staff's job descriptions and duties and be able to perform duties at any given time.
- Resolve guest complaints, ensuring guest satisfaction in each interaction. Manage guest resolution process to include investigation of situation and creative problem solving to ensure guest is satisfied with outcome.
- Accurately manage and operate the MICROS system at the front office, including all daily transactions and those which are not performed often.
- Communicate with Housekeeping and Engineering Departments regarding guest rooms, requests and maintenance requests/needs.
- Assist the General Manager by handling special requests, group blocking and unusual circumstances.
- 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
- Physical Requirements (In-Office Role)
- Ability to work in a standard office environment.
- Prolonged periods of sitting at a desk and working on a computer. (6-8 hours a day)
- Occasional standing and walking throughout the workday.
- Frequent fine motor skills, use of hands and fingers for keyboarding/typing, utilizing a mouse or trackpad, writing, and operating office equipment.
- Ability to communicate effectively verbally and in writing.
- Occasionally required to stand, walk, bend, reach, or carry items.
- Ability to lift and/or move 10–25 pounds as needed (e.g., files, office supplies).
- Visual ability to read from a computer screen and printed materials including close visual focus for extended periods and color differentiation (for certain roles).
- Ability to hear and participate in conversations and meetings, use phone and/or headset
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.
Skills Required
- Operate and accurately manage the MICROS system for front office transactions
- Interview, hire, supervise, train, and schedule front desk and concierge staff
- Resolve guest complaints and manage the guest resolution process to ensure satisfaction
- Communicate with Housekeeping and Engineering regarding guest rooms and maintenance requests
- Assist General Manager with special requests, group blocking, and unusual circumstances
- Ability to perform physical requirements: sit 6-8 hours, occasional standing/walking, lift 10-25 pounds, fine motor skills, visual and auditory ability
- High work ethic, self-initiative, and independent judgment
- Proven customer service and problem solving experience
- Regular attendance according to established guidelines
- Willingness to work varying schedules to meet property business needs
- Ability to focus and maintain attention to tasks and complete work despite interruptions
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The Company
What We Do
Remington Hospitality is a dynamic, independent hotel management company with over 40 years of experience. It manages over 120 hotels, spanning 26 brands and 19 independent or boutique properties. Specializing in project, property, and condominium hotel management, the company focuses on maximizing operating performance and delivering exceptional results for owners, investors, and guests through a performance-driven culture and a commitment to professional service.
