Front Office Manager

The Cambria hotel & suites Pittsburgh Downtown is looking for an engaging, self-motivated superstar to fill our Front Office Manager position.  The Front Office Manager will provide leadership & guidance in all aspects of the front office, including guest registration/reservations, shuttle van & bell services, telephone services, business center, gift shop and night audit.  The successful candidate must have a positive, helpful personality along with great leadership and communication skills!

The Front Office Manager will be responsible for:

• Providing warm, friendly and sincere service to hotel guests and associates while displaying a “can do” and “guest first” attitude
• Empowering all front desk associates with knowledge, tools and support to provide exceptional customer service
• Responding immediately and providing resolution to guest issues/complaints on first contact
• Maintaining an in-depth knowledge of all property operating systems, company policies and brand/management standards
• Assigning daily/weekly tasks to front office associates and holding team accountable for completing assigned tasks
• Review incoming Group Recaps with sales team and disseminate information to front office team to ensure exceptional & efficient arrival process.
• Recruiting/hiring/training and supervision of all front office associates
• Coaching/counseling/disciplining of all front office associates
• Conducting performance evaluations and providing timely & consistent feedback to employees
• Ensuring proper department scheduling according to the hotel forecast, while maintaining labor costs within departmental budget
• Participating in hotel’s Manager On Duty program – maintain knowledge of guest security & emergency procedures; MOD report completion & distribution; ensuring management presence in all areas of hotel during MOD shifts
• Working with sales & revenue management teams to maximize occupancy and rates
• Ensuring adherence to policies for hotel accounting, credit control, handling of financial transactions, security of monies, guest privacy & security, and hotel emergency procedures
• Meeting & exceeding benchmark scores for guest satisfaction as it pertains to front office
• Reviewing and responding all customer feedback, including Choice Guest Index Scores (GIS) Surveys and reviews posted on other online travel & social media sites
• Assisting in development of departmental annual budget
• Conducting monthly reviews of departmental P&L statements and providing explanations for results
• Maintaining the ability to perform Night Audit and basic Accounting functions
• Promoting Choice Privileges program and encouraging associates to maximize enrollments
• Overseeing gift shop, including ordering, inventories and exceeding budgeted revenues
• Conducting monthly departmental meetings; attending all hotel management meetings and any assigned brand/management training sessions
• Any other duties and projects as assigned by the GM

Job Requirements/Skills/Knowledge

Bachelor’s or Associates Degree required, plus 2 or more years of prior hotel front office supervisory experience required. Excellent leadership, interpersonal & communication skills.  Must possess strong organizational & problem solving skills.  Great motivating & training capabilities. Ability to work on your feet/stand for long periods. Competent and trustworthy cash handling skills. Strong command of English language including speaking, reading & writing.  Knowledge of computers and proficiency with e-mail, business related software packages such as word processing and spreadsheet applications, and property management system (PMS) software programs.  Flexible schedule with the ability to work days, nights, weekends & holidays.