Front Desk Manager

Job Requirements Education  Minimum requirement is High School completion certificate.
Four-year College or Hospitality degree is preferred, and/or equivalent work experience  Brand certification programs are preferred Experience:  Previous guest service experience essential, minimum 3 years  Prior hotel is preferred  Brand experience is preferred  Strong guest service skills required  Must have a valid driver's license from the applicable state  Knowledge in Housekeeping and a Food & Beverage operation is preferred Physical Requirements  Long hours sometimes required including attending breakfast and the evening manager’s reception if needed.
 Light work-Exerting up to 30 pounds of force occasionally, and /or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
 Ability to stand for long hours at a time.
Essential Functions  Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
 Must be effective at listening to, understanding and clarifying concerns and issues raised by team members and guests.
 Must have the ability to assimilate complex information, data, etc, from disparate sources and consider adjust or modify to meet the constraints of a particular need.
 Must be able to prioritize departmental functions to meet due dates and deadlines.
 Must be able to work with and understand financial information and data, and basic arithmetic function.
 Must be able to work well in stressful, high-pressure situations including the ability to handle guest complaints and disputes and resolve them to satisfactory results.
 Must maintain composure and objectivity under pressure.
 Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, “owning” and solving problems as necessary.
 Must be effective at listening to, understanding and clarifying concerns and issues raised by associates and guests.
 Approach all encounters with guests and associates in a friendly, service-oriented manner.
 Maintain a friendly and warm demeanor at all times.
 Have knowledge and understanding of all department policies and procedures, and communicate and enforce all policies fairly and consistently with staff.
 Assist in creating the hotel's annual budget and monitors the performance of the hotel throughout the year.
 Produces monthly financial reports and knows at all times where the hotel stands against budget.
 Manages associate service functions of the hotel by controlling turnover, motivating associates, focusing on associate development and retention and conducting regular associate meetings.
 Meet all financial review dates and corporate directed programs in a timely fashion.
 Ensure that orientation and training in service standards is taking place in the department using the steps to effective training according to company standards.
 On a monthly basis, forecast the hotel's occupancy, ADR and room revenue.
 As MOD, he/she will also spend some time moving about the hotel overseeing the various departments.
 Must be able to convey information and ideas clearly.
 Must be able to evaluate and select among alternative courses of action quickly and accurately.
 Must have the ability to assimilate complex information, data, etc.
from various sources and consider, adjust or modify to meet the constraints of the particular need.
 Must be effective at listening to, understanding and clarifying concerns and issues raised by team members and guests.
 Must work well in stressful, high-pressure situations.
Primary Objective of Position To provide efficient and courteous service to each customer and maximize room revenues by directing and coordinating the activities of the Front Office operation (Front Desk, Reservations, etc.
) in accordance with the company and brand standards.
Understands and implements the Mission, Vision and Core Values at all time.
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ Major Areas of Accountability 1.
Achieves customer satisfaction and room revenue goals by supervising the Front Office operation  Ensures that the Front Desk is staffed appropriately by utilizing business forecasts to schedule employees  Oversees and participates in the prompt and courteous check-in and check-out of customers  Addresses questions or problems pertaining to customer room accommodations and rates  Aids in planning for meetings and special events by meeting with individual customers and convention representatives  Controls open and closed dates, availability and condition of rooms.
Implements revenue management strategies  Maintains room security by providing effective key and key-card control and participates in matters relating to customer room security  Ensures that customer mail and messages are delivered promptly by overseeing mail and message delivery functions  Provides control over rates; implements approved rate changes  Monitors advance deposit procedure  Responds to positive and negative comments expressed in comment cards and develops strategies to improve comment card results 2.
Meets and exceeds customer expectations by ensuring department provides service and teamwork  Conducts service training on a regular basis  Provides staff with the skills training to provide value added service to customers  Utilizes one-on-one training skills  Monitors service scores and teamwork on a regular basis and counsels employees on providing service and teamwork  Performs other duties as required to provide service and teamwork 3.
Prepares reports as requested to develop a more informative data base for applicable decision making  Maintains statistics on rooms and reservations, customer arrivals and departures, average occupancy rates, and related information  Prepares proper follow-up and/or forecasts to aid in management decision making  Assists in preparation of annual budget; assures department operates within approved budget  Revises daily forecast whenever status changes and informed department heads as necessary  Checks and revises night clerk Source of Business report  Coordinates billing with the Accounting Department 4.
Utilizes leadership skills and motivation techniques in order to maximize employee productivity and satisfaction of direct reports  Selects, orients, and trains qualified employees  Conducts effective employee meetings and counseling sessions  Determines, communicates, and monitors achievement of standards of performance on a timely basis  Employs discipline as required 5.
Plans and coordinates hotel housing activities by working closely with Sales, Housekeeping, and other departments  Maintains open line of communication with appropriate departmental heads  Checks daily for out-of-order rooms, VIP rooms, and special accommodation requests  Assists in the development of package plans  Coordinates group arrivals and departures 6.
Assures the maximization of total room occupancy by supervising the accurate listing of all future reservations  Pre-blocks all special requests and/or VIP accommodations  Controls and pre-assigns code markings for groups booked  Provides effective sales effort at Front Desk to maximize rooms revenue 7.
Assures the cleanliness and orderly condition of the Front Office area by conducting daily inspections  Checks Front Office machines and equipment periodically  Maintains Front Office supplies 8.
Maintains safe working conditions within department and hotel  Ensures that all employees follow safety rules and procedures  Takes corrective action where required to improve safety of work areas  Ensures that employees are trained in emergency procedures 9.
Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance 10.
Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position 11.
Maintains a favorable working relationship with all other company associates to foster and promote a cooperative and harmonious working climate 12.
At all times projects a favorable image of the hotel and company to the public 13.
Assists with any other tasks and projects as needed to complete daily hotel operations to provide and maintain excellent service and teamwork 14.
Completes any training requested by GM Job Type: Full-time Schedule: * 10 hour shift * 8 hour shift * Day shift * Holidays * Monday to Friday * Night shift * On call * Overtime * Weekends as needed Work setting: * In-person Experience: * Hotel experience: 2 years (Required) Work Location: In person