Front Office Manager

At Moody, we believe that people are the most important ingredient of any business. It’s the people who ultimately determine what can be achieved. That’s why creating a culture based on trust, respect, and hard work is our top priority. We encourage our people to always reach higher, learn more, and live up to their potential, delivering our customers the best real estate solutions possible.

The Courtyard Houston Medical Center/NRG Park, managed by Moody National Management LP is currently looking for an Front Office Manager to join our team. 

All associates are offered competitive pay, flexible scheduling opportunities, paid holidays and 401(k) with Employer Match. Full-time associates also enjoy paid time off and comprehensive benefits (including medical, dental, and vision).

Summary:

The Front Office Manager leads all Front Desk operations to achieve high levels of customer satisfaction by providing quality service and complying with corporate/brand policies and procedures while meeting/exceeding financial goals.

Essential Functions:

Manage Front Desk staff effectively: hire, schedule, train, coach, counsel, conduct performance reviews, resolve problems, and discipline (including terminations of employment) as necessary.

As necessary, conduct Front Desk activities; check guests in and out efficiently and courteously; respond to customer concerns, issues, inquiries, and input in a timely, professional, and courteous manner; resolve customer complaints, escalate issues as necessary or report to other departments for resolution.

Pre-register, block reservations and take same-day reservations following hotel rate structures, discounts, and sell strategies; cancel reservations according to procedures.

Respond to customer concerns, issues, inquiries, and input in a timely, professional, and courteous manner; resolve customer complaints, escalate issues as necessary or report to other departments for resolution.

Implement Company/Brand programs to achieve service quality goals, while ensuring compliance with all specified policies and procedures; communicate with sales staff to define and implement sales strategies for improving occupancy levels and revenues.

Prepare forecasts and reports as directed; implement and monitor results to budget projections; develop recommendations for minimizing expenses and maximizing revenue.

Monitor and maintain the Front Office systems and equipment to ensure optimum performance, report issues as necessary.

Prepare and submit travel agent commission reports, third party reports, brand frequent traveler program points and other reports requested by management.

May temporarily assume Assistant General Manager, or General Manager, responsibilities as required.

Other duties as assigned by management.

Skills:

General knowledge of other departments in the hotel, including a good understanding of basic operations and functions of all other departments and emergency systems, policies and procedures.

Good understanding of revenue management policies and practices and excellent proficiency in the property’s revenue management computer program.

Good management/supervisory skills.

Excellent proficiency with Front Desk computer systems and with Word, Excel, and MS Outlook.

Excellent problem-solving, interpersonal, written/verbal communication and telephone etiquette skills.

Excellent command of the English language; second language proficiency desirable.

Excellent time management skills and ability to multi-task and prioritize work

Strong customer service skills with a friendly and approachable demeanor.

Ability to work well independently and in a team environment

Competencies:

Action Oriented – Takes initiative. Enjoys working hard; is action oriented and full of energy for the things he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.

Communication Skills – Is able to communicate clearly and succinctly in a variety of communication settings, styles, and methods; can get messages across that have the desired effect.

Hiring and Staffing – Has a nose for talent; hires the best people available from inside or outside; is not afraid of selecting strong people; assembles talented staff.

Listening – Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.

Productivity – Manages workload, works efficiently, meets goals and objectives.

Time Management - Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.

Education and Experience:

High School diploma or equivalent.

2+ years of supervisory experience required.

All positions must also complete any additional training required by manager or as assigned by the Brand or Moody.

Physical Demands & Work Environment:

This job operates indoors in a hotel environment.

Ability to frequently stand, bend, kneel, walk and reach with hands and arms.

Ability to occasionally lift products and supplies, up to 25 pounds.