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SalaryThe Front Desk Manager is responsible for all Front Office functions which includes bell staff, switchboard operations, Guest Services/Front Desk, Shuttle Service and Recreational Activities. The Front Desk Manager manages employees to ensure successful execution of all Front Office operations, including guest arrival and departure procedures. The Front Desk Manager displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
Essential Functions:
- Responds to and handles guest problems and complaints.
- Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.
- Supervises and manages employees and understands the positions of the department well enough to perform duties in employees' absence.
- Sets and communicates performance expectations in accordance with job descriptions for each position with the department and monitors progress. Provides clear and consistent feedback. Assists and participates in the progressive discipline process as needed.
- Manages day-to-day operations of the Front Office to ensure guest expectations are exceeded on a daily basis.
- Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met. Participates in the recruitment process for Front Office positions.
- Reviews guest satisfaction survey results and other data to identify areas of improvement.
- Acts as the "Service Champion" for the Front Office and creates a positive atmosphere for guest relations.
- Manages department expenses to achieve or exceed budgeted goals. Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
- Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results. Conducts regular department meetings.
- Develops, executes, and ensures compliance with all Front Office and Resort policies, standards and procedures.
- Ensure that all department areas are kept clean stocked and are attended to each day and throughout their shift.
- Monitor inventory and order department supplies.
- Post room charges to guest rooms for recreation retail and activities.
- Be aware of all current rates, packages, and promotions, as well as groups.
- Schedule, log, and maintain the shuttles to ensure safe and clean transportation.
- Have knowledge of and assist in all emergency procedures as required.
- Perform any other job-related duties as assigned.
Required Education/Experience:
The person in this position needs to:
- High school diploma or GED; 4 years' experience in the guest services, front desk, or related professional area.
OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 2 years' experience in the guest services, front desk, or related professional area.
- Supervisory experience
- Reliably commute or plan to relocate before starting work.
QUALIFICATIONS:
- Outstanding guest service skills
- Possess basic math skills and ability to operate POS system.
- Maintain professional presentation (must adhere to company and department dress code)
- Ability to think clearly in a fast-paced work environment.
- Ability to manage a team, multitask and meet stringent deadlines.
- Ability to clearly communicate both verbally and in writing.
- Exercises excellent judgment: can analyze information to determine the best solution.
Physical Requirements:
These physical requirements for this position may be accomplished with or without reasonable accommodations.
While performing the duties of this job, the employee is regularly required to sit, stand, and/or move for extended periods of time (approximately 8 to 10 hours), twist at the neck and trunk, bend at the waist and stoop, kneel, crouch, or crawl. The employee is occasionally required to reach with hands and arms, reach overhead, above shoulders and horizontally. Employees will frequently use hands to handle objects and tools and operate service equipment. The employee must regularly lift and/or move/push/pull up to 25 pounds.
