Temp Front Office Manager

About Us

Welcome to Element Orlando Universal Blvd., where we redefine the hospitality experience with our commitment to innovation, sustainability, and exceptional guest service. Located in the heart of Orlando's entertainment district, a stone's throw away from the iconic Wheel at ICON Park™, our hotel is the ideal destination for travelers seeking comfort and convenience in a modern setting. Our hotel is designed with the ‘Healthy Actives’ traveler in mind, offering spacious, eco-friendly accommodations, state-of-the-art facilities, and thoughtful amenities that make every stay unforgettable. From our outdoor swimming pool to the 24-hour fitness center, free bike rentals, and BBQ facilities, we provide everything our guests need to feel relaxed, rejuvenated, and connected. We value diversity, creativity, and a passion for service, and we offer comprehensive training and development opportunities to help our employees grow their careers. Discover more about the opportunities awaiting you at Element Orlando Universal Blvd. and embark on a rewarding career journey with us. Together, let's set new standards in hospitality and create memorable experiences for our guests, all while taking care of our planet. Don't meet every single requirement of this job? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization! We value U.S. military experience and invite all qualified military candidates to apply.

Overview

Ensure guest service standards of the guest arrival, departure, and any other guest contact experience are met through optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments.

Responsibilities

• Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied. 
• Implement company and franchise programs. 
• Prepare forecasts and reports and assist in the development of the room's budget. 
• Monitor and maintain the front office systems and equipment to ensure their optimum performance. 
• Track guest satisfaction surveys and maximize usage of the guest response tracking system. 
• Develop and implement controls for expense management. Utilize labor management tools to schedule and control labor costs. 
• Interview, hire, train, develop, resolve problems, provide open communication and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of performance appraisals. 
• Communicate both verbally and in writing to provide clear direction to staff. 
• Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality. Ensure compliance of front office, guest service, and PBX standard operating procedures and policies. Ensure all Front Office Quality Standards are complied with and are consistently applied. 
• Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction. 
• Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations. 
• Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality. 
• Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues. 
• Regular attendance in conformance with the standards is essential to the successful performance of this position.
• Comply with attendance rules and be available to work on a regular basis. 
• Perform any other job related duties as assigned.

Qualifications

• Minimum of 2 years Front Desk experience, preferably in leadership role.
• High School Diploma or equivalent required, Bachelor's degree preferred.
• Proficient with PMS system. 
• Advanced knowledge of brand's reward program. 
• Able to handle cash and credit transactions. 
• Computer literacy and financial management a must. 
• Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resol