Hotel Front Office Manager

Front Desk Manager – Responsibilities The Front Desk Manager is responsible for the daily quality and accuracy of the work produced by the Front Desk Staff. The Manager must maintain the highest level of guest service and set the tone for all brand standards for the Front Office. Controls all guestroom reservations, ensuring reservations are accurately recorded and monitored to achieve optimum occupancy and revenue. Ensures coordination of daily check‑in/check‑out requirements, including guest room list distribution, room inspections, amenity placement, welcome letters, gifts, etc. Constantly monitors staff performance, knowledge, hours and breaks, ensuring company policies and procedures are adhered to. Conducts pre‑shift meeting and inspects employees’ grooming and attire. Monitors the check‑in/check‑out process and provides coaching and counseling to personnel within the Front Office. Completes and maintains the Front Office schedule in accordance with occupancy and business levels, observing all overtime procedures, staffing guidelines and labor forecasts. Ensures exceptional guest service is achieved for the check‑in and check‑out. Maintains a system of communication between the Front Office and other departments. Works closely with the General Manager to review revenue and guest service goals. Co‑ordinates with the Sales Department to ensure all group room requirements are met and properly billed. Inspects departure reports daily, updating records as necessary, and reviews Housekeeping and Maintenance reports to rectify discrepancies before end of shift. Monitors all cashiering procedures, including shortages, overages, late charges, adjustments, posting charges, making change for guests, settling accounts, balancing receipts, dropping receipts, and no‑show billings. Reviews daily business levels, anticipates critical situations, and executes solutions. Builds rates and packages within the property management system and manages said rates accordingly. Ensures all corporate rates are entered within 24 hours of contract being signed and monitors all billing activity by day. Manages inventory of units and completes close‑outs on extranets as required. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Adheres to safety, security and emergency procedures, reacting appropriately during emergency situations and promptly correcting hazards. Monitors out‑of‑order room reports daily and liaises with other department heads to place rooms back into service quickly and efficiently. Learns, understands, refers to, and enforces the Standard Operating Procedures. Fulfills Manager on Duty shifts and any duties assigned by management. Minimum Requirements High school diploma or equivalent. Minimum of three years’ experience in Hotel Front Desk operations, leadership preferred. Previous experience with Opera Property Management System. Effective communication skills in English; multi‑lingual is a plus. Ability to pass pre‑employment testing (drug test, background check). Full availability and ability to work days, evenings, nights, weekends, and holidays. Knowledge, Skills & Abilities Strong leadership and coaching abilities. Excellent written and verbal communication skills. Ability to handle stressful conflicts involving groups and individual guests. Competence in planning, organizing, and conducting a wide variety of activities. Proficiency in using hotel PMS and other computer systems. Basic mathematical skills and calculator use for accurate calculations. Strong customer‑service orientation and a professional appearance. Capability to work harmoniously with colleagues and guests. Readiness to pitch in and support team members in daily duties. This position is an equal opportunity employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, disability, or any other protected characteristic. #J-18808-Ljbffr SERVPRO of Saginaw / Bay City