Front Office Manager

KEY RESPONSIBILITIES

• Assists with overseeing the Front Office, Reservation,and Door, and Valet.
• Maintains resident confidence by maintaining service levels; garnering “repeat” visits
• Takes ownership of all guest concerns, service failures, and escalations, executing effective service recovery that restores resident confidence and exceeds expectations.
• Maintains a safe, secure, and healthy environment by establishing, following, and enforcing standards and procedures; complying with legal regulations.
• Enhances property reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to role accomplishments.
• Auditing reservations to ensure all residents’ requests are in order to their arrival.
• Maintaining communication with residents (before, during, and after stay at the property)
• Revising surveys and contacting residents when needed depending on their review regarding the service and product
• Personally responds to negative guest feedback, online reviews, and service recovery opportunities in a timely, professional, and empathetic manner.
• Reviewing shift notes and reaching out to troubled residents to assure that the issues have been resolved
• Coordinating directly with Sales and Housekeeping for special residents' requests
• Assisting the Sales Department with Site Inspections when they are not available
• Issuing and keeping records of all keys issued to entire staff using Saflok, Stratis & HandyTrac Systems (includes Front Office, Housekeeping, Engineering, Sales, Marketing and Department Heads)
• Perform key interrogations when an investigation is needed.
• Check No Shows daily and investigate the situation by checking with housekeeping and the front desk. Take further action by reaching out to the resident to inquire the status and intention with the booking, looking at the Synxis booking and looking at flight information.
• Obtain list of showable units daily from Head of Housekeeping Department
• Review Arrivals and Departures report in the morning and communicate necessary resident information to the entire team.
• Walk showrooms for the day (potential suite for that night if needed)
• Walk arrivals for the day and ensure Welcome note & amenity are in place
• Check previous day’s arrivals, departures, in-house transfers and billing issues in Opera and take any necessary follow up action
• Follow up calls on completed work orders and reflect status in ALICE
• Check for GDS/website/SYnXis reservations and add corporate client, Travel Agent, Sales Manager detail if necessary, along with verifying front desk is performing the CALL, CONFIRM and CUSTOMIZE on prior nights bookings.
• Scheduling and Payroll for Front Office Team
• Interview and New Hire Training process per AKA guidelines
• Coach, mentor, and hold team members accountable to performance, service, and professional standards through regular feedback, recognition, and development.
• Conduct daily pre-shift huddles to reinforce service expectations, share operational priorities, and foster a culture of accountability, engagement, and excellence.
• On Call for shift overage as needed for Front Office call outs, special scheduling needs, etc.
• Assist with new business development via internet lead searches, business-to-business directories, telemarking, etc. and share with Sales team
• Relationship building with new and existing clients
• Coordinate with Sales, Operations & Housekeeping for any special resident requests
• Promote the Access AKA program
• Engage with residents to help develop additional business and leads for Sales
• Develop lasting relationships with international and domestic residents by creating memorable experiences that generate repeat stays, referrals, and positive word-of-mouth recommendations.
• Engage all residents with an upbeat can-do attitude
• Attention to detail in maintaining cleanliness throughout public areas and resident suites
• Provide support/leadership and training to the Resident Service team
• Provide oversight in maintaining the service standards of Resident Services
• Assist with resident service agent duties including: answering phones, check in/check out process, making reservations, providing dining or shopping recommendations, etc.
• Ability to resolve resident requests/disputes in a professional and courteous manner
• Make timely, confident decisions during high-volume periods, operational challenges, and guest escalations while maintaining composure and professionalism.
• Provide a thorough and professional introduction to incoming leads via walk-ins, providing property tours and suite introductions when applicable
• Other duties as assigned.

DESIRED SKILLS:

• Demonstrated strong resident service, problem solving and decision making skills.
• Exceptional service recovery skills with the ability to turn dissatisfied guests into loyal advocates.
• Demonstrated energetic, self-motivating and a “can do” positive attitude.
• Ability to thrive in a fast-paced, high-pressure luxury hospitality environment without compromising service standards.
• Proficiency in English (written and oral).
• Proven strong background in Room Operations
• Develops detailed, realistic, and comprehensive plans that support organizational objectives. Effectively allocates resources and time
• Successfully manages people to achieve performance goals. Excellent people management skills including resolving conflict, coaching and developing others, promoting teamwork, and performance management.
• Demonstrated ability to inspire, engage, and retain high-performing teams through positive leadership, accountability, and coaching.
• Takes an exhaustive approach to every task. Committed to comprehensive and in-depth analysis, planning, and implementation of every work effort.
• Advanced knowledge of luxury guest experience standards, anticipatory service, and personalized hospitality.
• Passion for building authentic relationships with guests from around the world, fostering loyalty, repeat business, and a strong global reputation through exceptional hospitality.
• Demonstrated cultural awareness and the ability to anticipate the needs of a diverse, international clientele.

QUALIFICATIONS

• High school degree or equivalent.
• Associates degree or higher.
• Minimum of three to five years of Guest Service experience.
• Minimum of two years of front office management or supervisory experience in an upscale or luxury hotel or hospitality environment preferred.
• Required: demonstrated proficiency in opera pms.
• Proficiency in Microsoft word, Microsoft teams, and Microsoft office applications preferred.
• Ability to be flexible with work schedule including nights, weekends and holidays.
• Meticulous attention to detail.
• Skills Needed: Motivational, verbal communication, written communication and manageability. Proven ability to lead teams through change, manage multiple priorities, and maintain exceptional service standards during peak operating periods.

AKA offers a comprehensive benefits package including, Medical, Dental, 401K with company match, supplemental insurance, and Free parking.

AKA Hotels+Hotel Residences

AKA Hotels + Hotel Residences is a part of Franklin Hospitality, a family owned and operated company, we consider our Team Members the most important asset. With over 100 years of history and experience behind us we’re always looking for Team Members ready to join our family. AKA Hotels provide short stay accommodations with a high‐quality, livable experience.

AKA Hotels provide short stay accommodations with a high-quality, livable experience. Now for the first time, the friendly service and attention to detail travelers have come to expect from AKA Residences is available for nightly and weekly stays.