Front Office Manager
Sheraton Clayton Plaza - St. Louis, MO

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The Sheraton Clayton Plaza with its 257 newly renovated sleeping rooms and over 18,000 sq feet of meeting and banquet space offers a great location, long history of superior service and a talented and stable guest service team.

The Sheraton currently seeks to fill the key management role of Front Office Manager. This position will direct front desk and guest service operations ensuring profitability, cost controls and quality service standards are maintained or exceeded

Job Requirements:
The following reflects the essential duties for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities of this job at any time. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily

* MINIMUM of 2 years of experience in the hotel industry as a Manager/Supervisor
* Train and supervise front desk agents and ensure smooth operation of front desk area.
* Guarantee front office operations are conducted in an efficient manner.
* Maintain payroll and other expenses to keep profit margins within outlined P&L parameters
* Select, hire and train front office and guest service staff to ensure the highest quality guest relations
* Monitor associate interaction in all areas of the property and promote optimal performance and support at key points to include arrival, guest room experience, valet, other quest services and departure
* Maintain desired levels of quality in regards to management standards, guest comment cards, site web reviews and management inspection scores
* Work with General Manager to ensure improvements are made to enhance guest engagement, lobby presentation and arrival/departure experience
* Responsible for proper key control and other security measures
* Perform associate training on policies, practices and procedures
* Responsible for supervision, performance reviews, coaching/counseling and disciplinary actions.
* Responsible for the operation of the Front Desk to include supervising associates and performing any/all front desk duties as required to include greeting guests, answering the telephone, performing guest transactions and operating property PMS.
* Determine work procedures, prepare work schedules, develop daily weekly key training topics and expedite workflow
* Process and comprehend daily/end-of-period reports, monitor reports for inconsistencies and take corrective action with direction from General Manager
* Work towards a 90% walk-in conversion rate goal
* Adhere to all safety procedures and informs management of any unsafe conditions
* Capable of performing night audit duties if needed

Qualifications
* Bachelor's Degree in business or hospitality related field (preferred)
* Minimum of 5 years of experience in the hotel industry
* Minimum of 4 years of experience in a management/supervisory role
* Strong Listening Skills - Giving full attention to what other people are saying, taking time to understand the
points being made, asking questions as appropriate, and not interrupting at inappropriate times.
* Oral Presentation - Talking to others to convey information effectively.
* Time Management - Managing one's own time and the time of others.
* Performance Monitoring - Assessing personal performance as well as the performance of other individuals or departments to recommend and implement improvements and corrective actions.
* Oral Expression - The ability to communicate information and ideas in speaking so others will understand.
* Adhere to all safety procedures and informs management of any unsafe conditions
* Capable of performing night audit duties if needed
* Experience with Galaxy PMS would be ideal
* Pervious Starwood Hotel experience preferred

Marcus Hotels & Resorts - 18 months ago - save job - block
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