Front Desk Manager on Duty

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Summary:

Assist in managing the Front Office team during the evening shift while maintaining quality standards and ensuring guest satisfaction.

Primary Responsibilities:

Ø Oversees the daily operation.

Ø Schedules guest service agents, bell staff and telephone services. Oversees their reviews, training and development of staff to achieve hotel service quality standards.

Ø Knowledgeable of daily events and functions, group arrival and departures and in house groups.

Ø Analyzes and generates reports and communicates information to employees and appropriate departments.

Ø Follows company policies and procedures and is able to effectively communicate them to subordinates.

Ø Responds quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction .

Ø Assists in the development of business plans and/ or new programs designed to achieve guest satisfaction and financial goals.

Ø Resolves employee or guest issues in a positive manner and follows up to ensure satisfaction.

Ø Able to instruct, direct and take control in emergency situations.

Ø Provides a professional image at all times through appearance and dress.

Ø Follows company policies and procedures and is able to effectively communicate them.

Ø Participates in the recruiting efforts of the hotel through screening applicants and team interviews.

Ø Fulfills Manager on Duty shifts.

Relationships:

Internal: All hotel departments: For effective communication, resolutions and

leadership.

External: Guests: To handle and resolve guest issues.

Qualifications:

Education/ Experience: High School diploma or equivalent. Two years work experience in a hospitality-related job.

Skills: Leadership skills.

Strong oral and written communication skills.

Attention to detail.

Planning and organizational ability.

Customer service.

Computer skills.

Working Conditions:

Will be required to work evenings, weekends, and holidays.

Will be required to work in fast paced, stressful environment.

A large portion of time will be spent at the front desk resolving guest issues and supporting the front desk team. Some lifting and pushing of up to 50 pounds may be required when assisting guests.

A significant portion of time will be spent interacting with the general public, customers and employees.

He or she will need to be able to speak and write clearly. This person will need to be able to react quickly, use good judgment and make sound business decisions.

Organizational Structure:

• Reports to: Director of Rooms
• Subordinates: Front Desk
• Job title also known as: Manager on Duty. This is a general representation of the duties and responsibilities commonly found in Northwood Hospitality for this type of position; it may be modified at an individual hotel based upon business necessity.