Front Desk Manager

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis.

• Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk.
• Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process.
• Ensures guest and employee satisfaction and maximizes the financial performance of the department.
• CANDIDATE PROFILEEducation and Experience

  High school diploma or GED; 2 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; no work experience required

• CORE WORK ACTIVITIESMaintaining Guest Services and Front Desk Goals

  Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis

• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
• Understands the impact of department s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
• Supporting Management of Front Desk Team 

  Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

• Encourages and building mutual trust, respect, and cooperation among team members.
• Serving as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees.
• Manages all day-to-day operations.
• Understands employee positions well enough to perform duties in employees’ absence.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.
• Ensuring Exceptional Customer Service 

  Provides services that are above and beyond for customer satisfaction and retention.

• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Responds to and handles guest problems and complaints.
• Sets a positive example for guest relations.
• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback to individuals.
• Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
• Ensures employees understand customer service expectations and parameters.
• Interacts with guests to obtain feedback on product quality and service levels.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Managing Projects and Policies 

  Implements the customer recognition/service program, communicating and ensuring the process.

• Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
• Supervises same day selling procedures to maximize room revenue and control property occupancy.
• Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
• Supporting Human Resource Activities 

  Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

• Solicits employee feedback, utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns.
• Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
• Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
• Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
• Participates in employee progressive discipline procedures.
• Additional Responsibilities 

  Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

• Analyzes information and evaluating results to choose the best solution and solve problems.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Performs all duties at the Front Desk as necessary.
• Runs Front Desk shifts whenever necessary.
• Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.