Front Office Manager- Crowne Plaza

The Crowne Plaza Hotel located in the Arena District, downtown Columbus, is searching for an exceptional Front Office Manager to join our team. The Front Office Manager is responsible for all aspects of the front office operation, including management of associates, processes, and guest experiences at the hotel. Additionally, this role is responsible for training and employee development, delivery of quality customer service and resolution of guest issues, while maximizing room revenue and occupancy.

PRIMARY RESPONSIBILITIES:

• Ensure the front desk team takes care of our guests in an efficient, courteous, and professional manner. 
• Ensure guests’ needs and concerns are responded to in a timely, professional and friendly manner with a focus on service recovery when applicable. 
• Ensure all safety and security policies and procedures are followed. 
• Interview, hire, coach and professionally develop team members. 
• Evaluate team performance and take appropriate corrective action to ensure accountability.
• Set goals, provide ongoing feedback, and reward/recognize team member efforts and accomplishments.
• Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts. 
• Authorize requests for personal time off, holidays for team members, schedule changes, overtime, and expenditures. 
• Review guest comments and ensure any issues are identified and corrected in a timely manner. 
• Maintain an efficient system of communication between the Front Office and other departments, with particular attention to guest arrivals and departures.
• Oversee the Front Office processing of all group resumes including billing, blocking, special requests and any other tasks necessary for the smooth handling of each group.
• Monitor and maintain the front office systems and equipment to ensure optimum performance.
• Participate in the Manager on Duty rotational schedule.
• Oversee the IHG Rewards program, ensuring 100% compliance in all measured areas.
• Other duties as assigned by Management.

Our attractive compensation package includes a competitive salary, medical, dental, vision, life, 401k with match, STD/LTD, vacation, PTO, dining and travel discounts, special offers from our business partners, and discount programs for selected cell phone providers.

Crowne Plaza Hotel, Downtown Columbus is managed by Columbus Hospitality Management, a company committed to providing quality service and memorable guest experiences in a positive and welcoming work environment. We are focused on supporting the needs of our team through our commitment to the family/work life balance and by providing development opportunities.

We are proud to be a Drug-Free Workplace/EOE.

All applicants will be required to submit to a background check prior to employment.

• Strong communication skills.
• Clear understanding of guest service in a hotel environment.
• Demonstrated leadership abilities.
• Must be highly organized, results oriented with the ability to be flexible and work well under pressure in a fast-paced changing environment. 
• Ability to handle stressful situations in a calm, professional manner and exhibit good judgment .
• Must have the ability to communicate clearly and directly with guests using a positive, clear speaking voice.
• Strong interpersonal skills: ability to get along with diverse personalities, tactful and flexible. 
• Must have excellent supervisory and interpersonal skills. 
• Ability to work a varied schedule that may include evenings, nights, and weekends.

• Minimum two years’ experience in the hotel industry absolutely required.
• Minimum of one year of management experience.