Front Office Manager

The Woodlands Resort & Conference Center

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Job Description

The Woodlands Resort 
Front Office Manager
 
The Howard Hughes name is synonymous with entrepreneurial vision, tenacity and a pioneering spirit, values that today are embodied by The Howard Hughes Corporation.  While Hughes’ passion for aviation and the silver screen are legendary, it was his visionary investment in real estate that forms the bedrock of the company today.  At the core of our DNA we believe we can Make Life Extraordinary.  For our people, for our stakeholders, for our shareholders and for the people that live, breathe, consume and experience our brand.
 
We believe in “Thinking Big” at The Howard Hughes Corporation.  We are driven by entrepreneurialism, a passion for excellence, and an unrelenting dedication to success.  Our mission is to be the pre-eminent developer and operator of master planned communities and mixed-use properties.  We create timeless places and memorable experiences that inspire people while driving sustainable, long-term growth and value for our shareholders. We create environments where people want to live, work, shop, dine and play from coast to coast to coast.
 
POSITION SUMMARY:  
A mere 30 minutes from downtown Houston, Texas, a world of intoxicating beauty awaits.  Tucked away within the Texas Piney Woods on 28,000 acres of natural forest, The Woodlands Resort is an ideal vacation destination for families, friends and couples as well as an exceptional venue for meetings, conferences, social events and weddings.  For four decades, The Woodlands Resort has provided a convenient escape to nature and recreation for families, couples, golf and tennis enthusiasts, and business travelers.   The gorgeous forest setting provides the backdrop for a resort of grand proportions, offering an array of leisure and business amenities and genuine Texas hospitality.
 
The Woodlands Resort is seeking a dynamic Front Office Manager for our Front Desk department.  The Front Office Manager is responsible of the operation of the hotel, ensuring 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.  The Front Desk Manager will ensure efficient and courteous service to guests both hands-on and through training and leading front desk staff. Serves as a positive communicator in relaying management direction and supports the team environment through listening to staff and making recommendations to management based on staff and guest needs. 
 
ESSENTIAL JOB RESPONSIBILITIES:  
  • Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
  • Oversees all front desk functions throughout the assigned shift with a key focus toward professional, hospitable service toward the guest.
  • 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.
  • Implement company 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.
  • 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.
 
ADDITIONAL RESPONSIBILITIES:
  • Work in a cooperative and friendly manner with fellow employees, set a positive example.
  • Provide the highest level of guest service to the hotel’s clients.
  • Maintain professional attire and personal hygiene.
  • Maintain a clean, neat and orderly work area.
  • Read, understand and follow all policies, procedures and practices as stated in the Employee Handbook.
  • Implement the hotel’s safety and emergency policies and procedures (i.e. evacuation, first aid, etc.) to include removing all safety hazards, following company’s OSHA program, safe lifting techniques.
  • Promptly report substandard (unsafe) conditions to Supervisor.
  • Promptly report accidents, injuries, property damage or loss to Supervisor.
  • Inform management promptly of any work-related problems or guest complaints.
  • Promote the hotel through goodwill, courtesy and a positive attitude.
  • Attend all scheduled training classes and meetings.
  • Continue to learn and grow in your position.
  • Perform any reasonable request as assigned or directed by management.
  • Provide for a safe work environment by following all safety and security procedures and rules.
  • Assist person(s) with a disability.
  • Comply with all applicable federal, state and local laws ordinances as they apply to the hotel, guest and employees.
  • Due to the nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
EDUCATION AND EXPERIENCE REQUIREMENTS:
  • High school or equivalent education required.  Bachelor’s Degree preferred.
  • Minimum of two years Front Desk experience, preferably in management role.
  • Branded, full service hotel experience preferred.
  • Attention to detail, discretion, good judgment, excellent interpersonal skills, excellent written and verbal communication skills.
  • Ability to successfully multi task and maintain confidential information.
  • Prioritize and manage multiple projects simultaneously and follow through on issues in a timely manner.
  • Associates degree preferred.
  • Demonstrated leadership and excellent customer service.
  • Proficient skills in organization, planning and communication

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.

 
 
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