Manager Front Desk

Description

• Assists in establishing and maintaining a working relationship with key contractors and vendors
• Report accidents, injuries, and unsafe work conditions and take action as needed; complete safety training and certifications.
• Follow all hotel policies and procedures as outlined in the team member handbook.
• Ensures full compliance of standards and the passing of department Quality Assurance items.
• Actively reviews, responds, and shares guest feedback derived from various guest feedback and social media platforms in accordance with property, company, and brand guidelines.
• Recognizes and communicates to other departments any hotel VIPs and provides extra touches when warranted.
• Ensure successful performance assisting guests with an exceptional experience.
• Serves as an Empower guest experience tool expert ensuring that guest preference and communication tools are utilized in accordance with property, company, and brand guidelines. Will also ensure all systems administrative tasks are executed in accordance with property, company, and brand guidelines.
• Maintain cleanliness and order of work area.
• Work on multiple tasks, making appropriate progress towards deadlines
• Ensures complete guest satisfaction and follows up on all escalated guest issues and concerns in a timely manner.
• Maintain the highest degree of confidentiality
• Ensures Front Desk staff adheres to hotel grooming guidelines.
• Provides ongoing training and feedback to staff via monthly department meetings, performance reviews, and one-on-one sessions.
• Report any irregular behavior from guests in public areas and or in room.
• Manages and assists in the pre-arrival process to execute guest needs of transportation, airport transfers, room assignments, special requests, and billing requirements are met per hotel, company, and brand standards.
• Actively engage guests in and promote hotel loyalty program including new guest program enrollments.
• Ensures that front office staff is properly trained and executes against property empowerment guidelines.
• Responsible for ensuring guest credit is procured and all accounting/cash procedures are followed by Front Office staff. Resolves guest accounting issues as needed.
• Provide local information for shopping, dining, nightlife, and recreational destinations.
• Manages the properties unique arrival service strategy and execution through regular observation and interaction with the front office team
• Manage differing personalities within the office, the hotel, and the community
• Assists in the recruiting function for department including screening, interviewing, and hiring new employees.
• Respond to and resolve all guest inquiries and/or opportunities utilizing appropriate empowerment guidelines.
• Ensures proper protocol is maintained to promote a high degree of mobile check-in program execution
• Responds to guest requests or feedback and takes action to address any and all guest service issues.
• Processes guest check-ins by confirming reservations, assigning room, and issuing and activating room keys
• Responsible for serving as hotel property management system expert
• Maintains guest confidentiality by ensuring department team members maintain current with all property, company, and brand specified training and information
• Ensures that the front office team receives all group resumes and group details as it relates to key department functions
• Responsible for ensuring that department adheres to all HR policies
• Trains and encourages staff to embody hotel culture and provide guests with the hotel’s story.

Requirements

• Able to work independently, take direction, and provide direction to others
• Minimum 2 years Hotel Front Desk managerial experience
• Ability to work long hours as needed
• Ability to work effectively in stressful, high pressure situations
• Ability to communicate clearly
• Ability to sit or stand for extended periods of time
• Make sound judgments quickly
• Ability to take initiative and handle assignments with limited supervision.
• Ability to bend
• Serves as property MOD in the absence of senior leadership
• 2-year associates degree or higher preferred
• Strong communication with other departments (e.g., Engineering, Housekeeping) as necessary to resolve guest calls, requests, or issues.
• Ability to use technology e.g. tablets, iPads
• Excellent phone & customer service skills
• Excellent communication skills, both verbal and written
• Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
• Ability to lift, pull 40 lbs.
• Corrected vision to normal range

Benefits

• All above-listed benefits except for Medical Insurance, Holiday Pay, Tuition Reimbursement
• Medical, Dental, & Vision | HSA & Flexible Spending Account Options | Basic Life & Disability Plan Options | 401K Retirement Plan | Paid Time Off | Holiday Pay | Career Training & Development Opportunities | Tuition Reimbursement | Bereavement Leave | Employee Assistant Program (EAP) | Jury Duty (May vary by state) | Employee Discounts | Employee Referral Bonus | Free meal for all full-service hotel employees

Training + Development

Interview process

Visa Sponsorship

Security clearance