Manager Front Desk

Overview

Manage front desk operations, staff, and guest experiences.

Key Responsibilities

• pms expert
• mobile check‑in
• guest empowerment
• pre‑arrival
• quality assurance
• training delivery

Tasks

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

Requirements

• front desk
• 2 years
• customer service
• problem solving
• associates
• technology

What You Bring

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

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Benefits

-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 -All above-listed benefits except for Medical Insurance, Holiday Pay, Tuition Reimbursement

About Mainsail Lodging & Development

-Founded with a vision to provide innovative hospitality solutions, Mainsail Lodging & Development focuses on transforming properties into exceptional destinations. -With a diverse portfolio spanning hotels, resorts, and residential projects, Mainsail develops, owns, and operates high-end properties that cater to both leisure and business travelers. -The company’s expertise lies in blending local character with modern luxury, offering a unique experience at each location. -Mainsail is known for its commitment to quality, delivering well-curated developments that contribute to vibrant local communities. -From conceptual design to day-to-day operations, Mainsail is involved at every stage, ensuring each property achieves its full potential in both service and profitability. -In addition to traditional hotel and resort projects, Mainsail also specializes in mixed-use developments, creating environments that serve both residents and visitors. -Standout projects include waterfront resorts and urban boutique hotels, with a strong emphasis on enhancing guest experiences while maintaining operational efficiency. -Mainsail’s hands-on approach and deep industry knowledge make them a leader in transforming spaces into iconic destinations.

Sector Specialisms