Front Desk Shift Manager

Job Description

The Claridge Hotel is looking for a driven and service-minded professional to join our Team.

The Front Desk Shift Manager is responsible for upholding the Claridge Hotel standards and assisting the Front Office Manager and Assistant Manager.

Responsibilities include:

• Implement and maintain superior guest service and philosophy which serves as a guide to desk agents
• Provide consistent, superior customer service when greeting and registering guests
• Responsible leader and trainer to Front Desk team ensuring they are mentored, supported and empowered to provide the highest quality of service at all times.
• Review customer satisfaction though reviews and direct customer contact
• Act as Manager on Duty for first line of support for services needed.
• Ensure all guest opportunities are followed up quickly, efficiently and courteously, and completed to satisfaction of the guest and that service obstacles are identified and resolved
• Meet department revenue goals by delivering and holding staff accountable to deliver upsell opportunities for products and services offered.
• Oversee the work load and schedule of the Front Desk team, assign tasks and responsibilities as needed to meet the needs of our internal and external guests.
• Maintains monitors and prepares guest/group requirements keeping information up to date and relays information as needed
• Enforces all cash-handling, check and credit processes and policies
• Maintain master key control and key management system
• Verifies that accurate room status information is maintained and properly communicated
• Assist in all interviewing, hiring, training of Front Desk agents, ensuring that they meet the Hotel standards of service
• Provide support and step in as needed so that the Front Desk staff may quickly and effectively respond to guest requests and issues
• Assure all staff remain up-to-date and familiar with procedures, activities at the Hotel, local attractions, current events, and other information in order to provide accurate information
• Ensure compliance to departmental Standard Operating Procedures, assist with training and mentoring to increase staff knowledge and ability to perform well
• Conduct periodic checks and trainings on safety and emergency policy and procedures, ready to take action and lead should the need arise
• Other duties as assigned

QUALIFICATIONS

• Minimum of 2 years prior front office experience required.
• Minimum 1 year departmental management or supervisory experience in hotel front office.
• Ability to manage and lead each discipline of the department independently.
• Prior cash handling experience necessary.
• Good problem solving and conflict resolution skills.
• Positive guest and associate relations skills.
• Ability to communicate effectively with the public and other Team Members.
• Superior user capabilities in computer software products including property management software such as Opera and Microsoft Office Suite
• Flexible schedule to work mornings, evenings, weekends and holidays

Job Type: Full-time

Pay: From $40,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off

Schedule:

• Day shift
• Evening shift
• Every weekend
• Holidays

Work setting:

• In-person

Education:

• Associate (Preferred)

Experience:

• Supervising: 1 year (Required)
• Hotel Experience: 2 years (Required)
• Front Desk: 2 years (Required)

Work Location: In person