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4F016E9B8CFAF6CD

Property Name
Hampton Inn Danbury
Job Title
Front Office Manager
Location
Connecticut-Danbury/Bridgeport
City
Danbury
Work Permit
Applicants who do not already have legal permission to work in the United States will not be considered.
Management Position
Yes
Accommodation
No
Industry
Hotel/Resort
Position Categories
Rooms - Front Office/Guest Services, Rooms - Reservations
Since 1997, Buffalo Lodging Associates has provided a variety of services including operations management, sales, marketing, accounting, development, architecture and construction. As such, the success of Buffalo Lodging Associates is predicated on combining the highest quality product available at a given price point with exemplary service. We are able to keep this commitment by employing some of the brightest and most talented employees in the hospitality industry today. We consistently exceed brand standards and manage costs without sacrificing service or product quality. Our company culture emphasizes individual responsibility and pride in a job well done, and we welcome and encourage input and ideas from all of our team members.

Buffalo Lodging Associates, LLC. is always seeking highly motivated and dynamic individuals who enjoy a challenge and are committed to excellence. In management candidates, we seek people who are team-oriented and can lead by example. The success of Buffalo Lodging is centered on empowering our team members to pro-actively deliver unparalleled service, and to ensure every guest's satisfaction. To be successful in our organization, both management and hourly candidates must show that they are committed to providing this exemplary service to each and every guest with every interaction.

Our desire is to provide people with a working environment that they find satisfying both professionally and socially, says Ronald Kendall, President of Buffalo Lodging Associates. We want them to find the job fun and interesting, while working with people they like.

Job Details

Principal Responsibilities:

- Oversee guest services and front office operations; ensuring superior service is a priority.
- Foster a positive, cooperative work environment between front office staff and management.
- Supervise front office, breakfast and social hour staff. Supervisory responsibilities include interviewing, hiring, training employees, appraising performance, rewarding and disciplining employees; planning, assigning, directing work, addressing complaints and resolving problems.

Job Duties:

- Problem Solving- Identifies and resolves problems in a timely manner. Develops alternative solutions, uses reason at all times. Makes timely decisions while exhibiting sound judgment. Includes appropriate people in decision making process.
- Customer Service – Maximize Customer Service by attaining 80% or better on Franchise Guest Service Scores. Respond and resolve all guest complaints timely and appropriately. Manages difficult or emotional customer situations. Responds promptly to customer needs, requests for service and assistance.
- Communication - Demonstrates group presentation skills. Speaks clearly and persuasively in positive or negative situations. Writes clearly, and has the ability to read and interpret written information. Communicates change effectively. Assists management team in conducting employee meetings and other events.
- Team Work – Exhibits objectivity and openness to the views of others and contributes to building a positive team spirit. Upholds organizational values, treats people with respect and promotes a harassment free environment.
- Quality Management – Assists in achieving BLA minimum scoring standard on all Brand Quality Assurance inspections. Must maintain 80% or higher on Franchise product quality scoring. Complete test reservation calls to ensure proper procedures are followed by front office employees in accordance with brand reservation standards. Inspect back of office and public areas for cleanliness and preventative maintenance upkeep on a daily basis. Aligns work with strategic goals, looking for ways to improve and promote quality while demonstrating accuracy and thoroughness. Strives to increase productivity.
- Adaptability – Able to deal with frequent change, delays or unexpected events, changing approach or method to best fit a situation. Must be available to cover Front desk Guest Service agent, Night audit, Breakfast and Social hour staff shifts as required due to staff shortages and call outs.
- Initiative - Take independent actions and calculated risks, meets challenges with resourcefulness, generates suggestion for improving work and takes responsibility for own actions. Delegates work assignments, sets expectations and monitors delegated activities. Asks for and offers help when needed.
- People Management – Ensures each employee completes orientation and required brand training. Assists General Manager in ensuring employee performance reviews are performed timely and in accordance with BLA standards. Ensure proper and timely execution of all employee related documentation (i.e. new hire paperwork, separation reporting, status changes, benefits documentation, etc.). Maintains effective employee relations programs within the hotel. Provides regular performance feedback to all employees. Manages difficult or emotional employee situations. Develops subordinates skills and encourages growth. Prepares and supports those affected by change, monitors transition, and evaluates results.
- Compliance – Assists management team in ensuring State and Federal Labor postings are current. Ensure all internal BLA communication is posted as required. Adheres to all polices and procedures required by Buffalo Lodgings internal audit system. Maintains confidentiality.
- Business Acumen – Maintain CPOR in front office area as driven by budget. Understands business implications of decisions, aligns work with strategic goals. Accurately forecast schedule changes based on forecasted occupancy. Performs Front Desk shifts as needed to ensure efficient operations.

Job Requirements

Qualifications:

A Bachelor’s degree (B.A) from a four year college or university; or one to two years related experience and/or training is strongly preferred; or equivalent combination of education and experience. Ability to develop an understanding of concepts, practices, pre-established guidelines and procedures used by the company in relation to guest service is necessary. Computer knowledge including intranet, Property management system, WORD, and EXCEL is strongly preferred.Must have valid drivers license, and acceptable driving history subject to company approval.

Benefits:

At Buffalo Lodging, we are committed to keeping our most important assets – our employees – healthy, happy and productive. To achieve this, we offer a comprehensive benefits package to full time employees that includes the following:
- Medical & Dental Insurance
- 401(k) savings plan
- Life Insurance
- Supplemental Life Insurance
- Flexible Spending Plans
- Short Term Disability Insurance
- Employee Assistance Programs