The Role
Manage front desk operations, staff and schedule front office team, handle guest check-in/out and complaints, operate MICROS for transactions, and ensure positive guest relations and service quality.
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.
What we are looking for
- High work ethic, self-initiative, independent judgment
- 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
- Someone who enjoys working as and being part of a team that provides great experiences for our guests!
Skills Required
- Manage guest check-in and check-out and maintain positive guest relations
- Recruit, hire, supervise, train, and schedule front office staff (agents, supervisors, bell/concierge/PBX)
- Resolve guest complaints and manage guest resolution process with investigation and problem solving
- Accurately operate the MICROS system for daily and occasional front office transactions
- Hilton OnQ experience
- High work ethic, self-initiative, and independent judgment
- Willingness to work varying schedules and maintain focus despite interruptions
- Team-oriented and guest-service focused mindset
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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.
