Hotel Front Desk Manager

Job Description

The Front Desk Manager is responsible for the success of the Front Desk and for ensuring guest satisfaction and product quality standards are met while managing all areas of the hotel according to Innovative Hospitality Management standards to achieve a friendly atmosphere of superior guest service and product quality.

Front Office Manager

• You must Smile and Greet all guest in the lobby, at the Front Desk or over the phone.
• Keep manager up-dated at the beginning and end of your shift.
• Personally demonstrates a commitment to guest service in responding promptly to guests’ needs.
• Making sure all guest sign up for Brand reward program.
• Help set up breakfast if needed
• Help maintain sales expectations and budgets by calling and getting new business.
• Ensure Parking matters are resolved and running well at all times.
• Is committed to making every guest satisfied.
• Ensures all hotel staff, including new-hires are trained to meet service standards.
• Develops added-value customer service programs.
• Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance.
• Ensures hotel standards and services contribute to the delivery of consistent guest service.
• Must Dress in Business attire –Either Black or Blue suit and dress shoes at all times. No Flip Flops or sandals.
• You must cover all Front Desk shifts if there are call outs and if the staff have questions be available to answer them.
• Do role playing of Test Call script and make sure everyone is compliant at all times
• Must help keep Guest Comment Scores at or above 8.5
• Front Desk must be neat and clean at all times
• Set-up and print out Frequent Directions and Up-date all checklist as needed to reflect to changes and duties.
• Front Desk Management
• Acts as manager on duty for hotel and manages Front Desk operations.
• Ensures Front Desk staff is trained in all Front Desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities and computer systems.
• Ensures Front Desk staff is trained in and follows financial control procedures for cash, vouchers, inventories and receivables.
• Produces accurate financial reports on time.
• Must have two people on the Front Desk when we are 60% or more
• Must Schedule and have Monthly meeting (keep GM aware of meeting)
• Registration cards must be ready before check-in time, which is at 3pm.

Human ResourcesSafety and SecurityAdditional responsibilities may be added per your immediate supervisor at any time.Education and Experience -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. 2 Year minimum Hotel Experience required.

• Manages human resource functions including recruiting, selection, orientation, training, performance planning and evaluation and pay/reward programs to maintain a qualified Front Desk workforce.
• Maintains a positive, cooperative work environment between staff and management.
• Emphasizes employee selection, training and development as way of doing business.
• Ensures all hotel employees know hotel objectives.
• Ensures personnel files are accurate and comply with both local and federal laws and regulations.
• Administers personnel policies fairly and consistently.
• Resolves employee grievances in a fair and timely manner.
• Ensures employees understand policies, pay procedures, bonus plans and benefits.
• Helps develop management talent by acting as a mentor for direct reports.
• Ensures completion of training objectives and development plans.
• Monitors and maintains acceptable turnover levels.
• Knows local health and safety codes and regulations that apply to the hotel.
• Recognizes and corrects potential safety hazards in the hotel such as broken doors or railings, fire hazards, etc.
• Recognizes and corrects potential security problems in the hotel such as locking doors after hours, etc.
• Understands and follows policies and procedures for the hotel’s key control system ad ensures others follow them.
• Uses ongoing safety training to minimize worker’s compensation claims.

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Benefits:

• Employee discount
• Paid time off
• Parental leave
• Referral program

Schedule:

• 8 hour shift
• Weekends as needed

Work setting:

• In-person

Experience:

• Hotel Front Desk Management: 2 years (Preferred)

Language:

• English (Required)

Shift availability:

• Overnight Shift (Preferred)
• Night Shift (Preferred)
• Day Shift (Preferred)

Work Location: In person