Front Office Manager

Full-Time

Choice Hotels International, Inc (NYSE: CHH) is one of the largest lodging franchisors in the world. A challenger in the upscale segment and a leader in midscale and extended stay, Choice® has more than 7,400 hotels, representing over 625,000 rooms, in 45 countries and territories. A diverse portfolio of 22 brands that run the gamut from full-service upper upscale properties to midscale, extended stay and economy enables Choice® to meet travelers' needs in more places and for more occasions while driving more value for franchise owners and shareholders. The award-winning Choice Privileges® loyalty program and co-brand credit card options provide members with a fast and easy way to earn reward nights and personalized perks. For more information, visit www.choicehotels.com. 

The ability to model Choice’s Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity are key to our success in inspiring Loyalty, Growth, and the Hospitality Spirit.

Our managed hotels portfolio includes Radisson Blu, Radisson, Radisson Red, Park Plaza, and Country Inn & Suites by Radisson.

Position Summary

The Front Office Manager is overall responsible for total hotel operations, strategy, and results. Develop and direct business plan strategies to meet and exceed the expectations of owners, associates, and guests. 

Key Responsibilities

Participates in the development and implementation of business strategies for the hotel which are aligned with Choice Hotels overall mission, vision values and strategies 

• Develops and implements strategies for front office, bell stand, parking, concierges, etc. that support achievement of the hotel’s goals 
• Monitors status regularly and adjusts strategies as appropriate 

Manages the operation of the front office and related areas 

• Creates the first impression by supervising the door, bell stand, parking, concierge and front office areas 
• Develops and implements processes and procedures for assigned departments which support achievement of service and financial goals 
• Participates in the preparation of the annual budget; monitors achievement of budget and takes corrective steps as appropriate 
• Prepares and analyzes reports in order to develop an informative database for decision making and to communicate upcoming business throughout the hotel 
• Analyzes business forecasts and maximizes productivity by adjusting schedules accordingly 
• Ensures front desk handles billing and cash in accordance with hotel’s standards 
• Plans and coordinates hotel housing activities by working closely with Sales, Catering, Housekeeping and other departments 
• Ensures front office is in compliance with all hotel policy and procedures 
• Develops and implements strategies and practices which support employee engagement 

Develops and recruits the human resources necessary to achieve hotel and Management Services’ goals 

• Directs the development and implementation of strategies and practices which support employee engagement throughout the hotel  
• Oversees all facets of human resources management including the recruitment and selection, training & development, compensation, recognition and performance management of the work force 
• Takes active role in recruitment and selection of qualified candidates 
• Communicates performance expectations and provides employees with on-going feedback 
• Provides employees with coaching and counseling as needed to achieve performance objectives and reach their fullest potential 
• Drives employee engagement through the creation and implementation of departmental action plans 

Creates 100% guest satisfaction by providing the Radisson experience through performance that demonstrates the standards of genuine hospitality and exceeding guest expectations.  Provides associates with the training and resources they need to maximize associate engagement and deliver Yes I Can! service and teamwork  

• Communicates and reinforces the vision for customer service to all managers, supervisors and associates  
• Creates an environment that encourages associates to provide the service brand behavior hospitality and teamwork  
• Ensures that all minimum requirements of the 100% Guest Satisfaction Guarantee are in place and understood by all associates 
• Ensures that the hotel delivers 100% Guest Satisfaction by developing customer feedback avenues (soliciting input, reports, etc.) and focusing management team on identifying trends and developing and implementing solutions 
• Creates an environment that provides associates with the tools, training and environment they need to deliver the service brand behavior and teamwork 

Performs other duties as required by Management to provide 100% Guest Satisfaction and genuine hospitality to our Guest 

·        Minimum three years in a supervisory or management front office position required 

·        Previous management experience required 

·        Able to collaborate effectively with other hotel employees and managers to ensure teamwork 

·        High school diploma or GED required, bachelor degree preferred 

·        Strong organizational skills, critical thinking skills, problem solver 

·        Strong computer systems skills including; reservations and reporting systems 

·        Strong Microsoft Office suite and reporting system skills 

·        Must work well in stressful, high pressure situations 

·        Must be able to accurately follow verbal and written instructions and communicate effectively 

·        Works well independently or as part of a team 

·        Strong attention to detail 

·        Strong mathematical and organizational skills required 

·        Commitment to exceptional guest service  

·        Willing to work a flexible schedule including weekends and holidays 

·        Adheres to the policies and procedures of the hotel 

Ability to model Choice’s Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity are key to our success in inspiring Loyalty, Growth, and the Hospitality Spirit.

Choice Hotels International is an equal opportunity employer and affirmative action employer. Employment practices and decisions are not influenced by an applicant’s race, color, religion, sex, national origin, age, sexual orientation, gender identity or express, disability veteran status, genetic information or any other characteristic protected by law.

In compliance with the Immigration Reform and Control Act of 1986, this offer of employment is conditional upon your presenting documents verifying your identity and legal authorization to work in the United States.  All offers of employment are conditional upon the satisfactory completion of a background check and E-Verify.