Front Desk Manager

Front Desk Manager

The Front Desk Manager will be responsible for the management of all Front Desk functions and team members. This role directs, implements, and maintains a service and management philosophy that serves as a guide to respective team members. Responsibilities include:

• Encouraging and building mutual trust, respect, and cooperation among team members
• Developing specific goals and plans to prioritize, organize, and accomplish work
• Handling complaints, settling disputes, and resolving grievances and conflicts
• Participating in department meetings and continually communicating a clear and consistent message regarding the Front Office goals to produce desired results
• Observing staffing levels to ensure that guest service, operational needs, and financial objectives are met
• Supporting and training team members on adherence to all credit policies and procedures to reduce bad debts and rebates
• Promoting same day selling procedures to maximize room revenue and occupancy
• Understanding the impact of Front Office operations on the overall hotel success
• Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed
• Encouraging team members to provide excellent customer service within guidelines
• Interacting with guests to obtain feedback on product quality and service levels
• Identifying the developmental needs of team and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
• Utilizing interpersonal and communication skills to lead, influence, and encourage others
• Advocating sound financial and business decision making
• Demonstrating honesty and integrity, leading by example
• Establishing and maintaining open, collaborative relationships with team members
• Ensuring recognition of team members is taking place across areas of responsibility

Requirements include:

• High school diploma or equivalent
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major preferred
• Previous Front Office management experience is required
• Excellent verbal and written English communication skills, second language helpful
• Ability to access, retrieve, and leverage information from the hotel PMS system
• Ability to multitask and prioritize
• Excellent problem solving and creative thinking skills
• Ability to maintain the confidentiality of information
• Strong leadership and communication skills
• An aptitude for self-motivation
• A can-do attitude and a hands-on approach
• Strong computer skills
• A flexible schedule that allows availability days, nights, holidays, and weekends based on the demands of the hotel
• Effective listening skills to understand and clarify concerns from team members and guests