Front Office Manager

Hobbs Brook Real Estate LLC is an innovative commercial real estate leader with a portfolio of forward-thinking, sustainable properties in the United States and Singapore. Shaping the market since 1952, the company acquires, develops, manages, and serves as a valued partner to a variety of stakeholders. Hobbs Brook Real Estate (HBRE) brings unique property visions to life with a commitment to improving both the environment and the community. For additional information, please visit www.hobbsbrook.com. HBRE is the real estate division of FM Global.

 This Front Office Manager position supports our Four Points by Sheraton Hotel and Conference Center in Norwood, MA!  The position entails supervising Front Desk Agents, Drivers and Night Audit while providing guests with an excellent experience.

The shifts varies from 3PM to midnight and must be flexible to work other shifts as business requires.

The Front Office Manager is required to maintain a high quality of services offered to guests through oversight of the functional areas of reservations, guest registration, bell services, telephone services and guest accounting so as to maintain established operational standards and maximize profits of the hotel. Shuttle services also reports to this position. The Front Office Manager manages room inventory, facilitates effective communication, ensures compliance with brand standards as they pertain to the front office, establishes, and ensures compliance with front office procedures. The Front Office Manager is responsible for upholding the company’s Values and Brand Standard.

• Leads team and provides exceptional service experience to all guests. Demonstrates positive leadership characteristics, inspiring team members to meet and exceed service standards.
• Scheduling proper staff levels to handle check-in and checkout demand.
• Ensures all cash drops are correct and deposits are made daily. Maintain procedures for credit control and handling of financial transactions, security of monies, guest security and emergency procedures.
• Maximizing revenue from pantry sales, pantry inventories, pantry stock.
• Interpret and report on business records and statistical documents as directed.
• Assists Rooms Division Manager in handling and resolving all guest issues
• Responds to Guest Satisfaction Surveys daily
• Works with other departments as well as team members to plan for all scheduled events, groups, and room blocks.
• Always maintains a professional appearance and manner. Communicates well with guests and staff members.
• Conduct employee training and development; assists in performance reviews and disciplinary action.
• Conduct applicant screening and initial interviews of guest services applicants
• Assume position of Manager on Duty for the hotel on certain shifts, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.
• Inform all Front Office staff of daily activities, group, and VIP arrivals as well as special requests and repeat guests.
• Check accommodations, making sure any special requests are carried out.
• Work closely with the Housekeeping Department to improve guest services and foster cross-departmental communication.
• Hold monthly department meetings keeping staff informed of all activities in the hotel.
• Ensure all Key Result Areas meet or exceed goals.

• 2 year college degree in hospitality preferred
• 1 year minimum Front Desk Manager experience, 3+ years preferred
• Proficient computer skills, including Microsoft Office, LightSpeed, Empower experience a plus.
• Ability to work a flexible schedule including nights, days, weekends, and holidays.
• Excellent leadership, management, and team building skills.