The Role
Oversee front office operations and staff (hiring, training, scheduling), greet and check guests in/out, manage guest relations and complaint resolution, and operate the MICROS front-office transaction system to ensure smooth daily service.
Summary Generated by Built In
Job Summary & Responsibilities
What you will be doing
- 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.
- 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.
- 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
- Manage and maintain proper staffing levels for front office (interviewing, hiring, supervising, training, scheduling)
- Provide excellent guest relations including greeting, check-in/check-out, and prompt response to guest needs
- Investigate and resolve guest complaints to ensure satisfaction
- Operate and manage MICROS system for front office transactions
- Ability to work in a standard office environment
- Prolonged periods of sitting and computer work (6-8 hours/day)
- Frequent fine motor skills for keyboarding, mouse use, writing, and operating office equipment
- Ability to lift and/or move 10-25 pounds as needed
- Visual ability to read computer screen and printed materials, including close focus and color differentiation
- Ability to communicate effectively verbally and in writing and participate in meetings (phone/headset)
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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.
