Front Desk Manager

Job Description
The Front Desk Manager will play a crucial part in maintaining the highest standards of service, and guest satisfaction at our hotel. Your commitment to excellence and dedication to guest service will be integral to our continued success. As the Front Desk Manager, you will be responsible for managing all aspects of the front desk operations and delivering an exceptional guest experience. You will oversee guest registration, room assignments, and key controls while resolving any issues that arise with tact and professionalism.

Responsibilities

• Cultivate an atmosphere where employees consistently display attentiveness, friendliness, helpfulness, and courtesy to all guests, managers, and fellow team members.
• Respond promptly and professionally to guest requests, concerns, complaints, and accidents reported through various channels, including reservations, comment cards, letters, and phone calls.
• Maintain a courteous and efficient approach in addressing these matters, with a strong emphasis on follow-up to ensure guest satisfaction.
• Motivate, coach, counsel, and if necessary, discipline all front office personnel in accordance with Hotel SOPs.
• Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.
• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
• Streamline the management of large guestroom turnovers, optimizing efficiency.
• Ensure consistency in departmental opening and closing procedures to enhance guest experiences.
• Prepare and conduct front office interviews as required, adhering to Hotel SOPs.
• Foster employee morale and oversee the comprehensive training of front office staff.
• Daily inspection of guest rooms, with a focus on rooms being inspected alongside supervisors on a regular basis.
• Collaborate with the Housekeeping department to inspect all VIP rooms before guest arrivals.
• Assist in reviewing worked hours of the front office staff for payroll compilation and ensure timely submission to the Accounting department.
• Assist in preparing employee schedules according to business forecasts, payroll budget guidelines, and productivity requirements.
• Foster professional working relationships and promote open lines of communication with managers, employees, and other departments.
• Ensure the implementation of all Hotel policies and house rules, demonstrating a solid understanding of hospitality terms.
• Ensure that all Service Standards by Position competencies for front office staff are signed off.
• Operate pagers and radios efficiently and professionally, maintaining proper radio etiquette within the department.
• Manage and organize large turn days, including group check-ins and check-outs.
• Monitor room statuses, including out-of-order, out-of-service, discrepant, and showrooms, to swiftly address issues.
• Maintain constant communication with the Guest Services team.
• Monitor and respond to special guest requests promptly, including those from VIPs, guests with special needs, and those requiring connecting rooms.
• Maintain and monitor "Lost and Found" procedures and policies in accordance with Hotel standards.
• Manage the key control system for house keys to ensure security and guest safety.
• Continuously monitor VIPs, special guests, and their unique requests, ensuring a memorable experience.
• Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports, and tracking logs.
• Utilize the telephone and computer system for reporting and verifying room status.
• Ensure strict compliance with corporate Risk Management standards, including Material Safety Data.
• Above all, maintain a relentless commitment to ensuring overall guest satisfaction and a memorable experience during their stay at our hotel.

Requirements

• Required qualifications:
• Bachelor's degree in Hospitality Management or related degree.
• Previous experience in the hospitality industry.
• Ability to communicate in verbal and written form accurately and effectively with guests and Associates
• Supervisory experience required.
• Experience with creating schedules, labor costing, payroll administration, and Associate performance management required
• Ability to handle multiple tasks and work well in an environment with time constraints
• Must be proficient in Windows, Company approved spreadsheets and word processing

• Physical Requirements:
• Constant standing and walking throughout the shift.

• Due to visa restrictions, at the moment we are only accepting candidates from Mexico and Canada. The limitation on Mexican and Canadian nationals is a legal requirement tied to the specifics of the TN visa, not a preference of the employer.

Benefits

• TN Visa provided
• 65,000 USD Annual Gross Income
• Accommodation provided during 1st month at the hotel
• 2 Weeks of Vacation after 1 year
• 7 sick days per year
• 401(K) Company Match after 6 months
• Medical insurance (after 60 days)
• Flight from home city to USA