Front Desk Manager

Job Description

Job Description

Front Desk Manager

About Us

Our hotel teams’ fundamental strategy is to provide memorable experiences for our guests, which our team implements on a daily basis through exceptional customer service. Each associate takes a lot of pride in our hotels. We believe that makes a huge difference in our operations.

Job Description:

The Guest Services Manager/Front Office Manager is responsible for the success of the front desk, for ensuring guest satisfaction and product quality standards are met, and for managing all areas of the hotel according to Brand standards to achieve a friendly atmosphere of superior guest service and product quality. Displays exemplary performance for staff to follow. 

 

PREFER MARRIOTT EXPERIENCE AND LIGHTSPEED PMS EXPERIENCE 

Benefits

• Paid time off and holidays
• Dental, & Vision Insurance
• Life Insurance
• Short & Long Term Disability
• Accidental Insurance
• Hospital Indemnity
• Critical Illness
• Flex Spending Account
• Incentives
• Employee Lunches
• Associate of the Quarter and Associate of the Year

Essential Job Functions:

Guest Service

• Maintains guest service as the driving philosophy of the hotel.
• Personally demonstrates a commitment to guest services in responding promptly to guest needs.
• Is committed to making every guest satisfied.
• Ensures all hotel staff, including new hires, know all components of guest services and are trained to meet standards.
• Develops added value customer service programs.
• Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance.
• Meets or exceeds hotel guest satisfaction measures.
• Ensures hotel standards and services contribute to the delivery of consistent guest service.

Front Desk Management

• Acts as manager on duty for hotel and manages front desk operations.
• Ensures front desk staff is trained in all front desk operations, including check in/check-out procedures, telephone procedures, hotel amenities and computer systems.
• Leads and assists in Revenue Management functions. Actively participates in conference calls with Corporate Management and any calls with brand revenue management centers
• Ensures front desk staff is trained in and follows financial control procedures for cash, vouchers, inventories and receivables.
• Produce accurate financial reports on time.
• Works with the General Manager and Sales Manager / DOS to generate new business ideas to increase sales, set up rate codes and input rooming lists.

Human Resources

• Manages human resources functions, including recruiting, selection, orientation, training, performance planning and evaluation, pay and reward programs to maintain a qualified front desk work force.
• Maintains a positive, cooperative work environment between staff and management.
• Emphasizes employee selection, training and development as a way of doing business.
• Ensures all hotel employees know hotel objectives.
• Ensures personnel files are accurate and comply with both local and federal laws and regulations.
• Administers personnel policies fairly and consistently.
• Resolves employee grievances in a fair and timely manner.
• Ensures employees understand policies, pay procedures, bonus plans and benefits.
• Helps develop management talent by acting as a mentor for direct reports.
• Ensures completion of training objectives and development plans.
• Monitors and maintains acceptable turnover levels.

Safety and Security

• Knows local health and safety codes and regulations that apply to the hotel. 
• Recognizes and corrects potential safety hazards in the hotel, such as broken doors or railings, fire hazards, etc.
• Recognizes and corrects potential security problems in the hotel, such as locking doors after hours, etc.
• Understands and follows policies and procedures for the hotel’s key control system and ensures others follow them.

Operations

• Maintains physical product standards by managing preventive maintenance programs and by scheduling deep-cleaning activities.
• Ensures ongoing staff and employee involvement in preventive maintenance programs. Protects the interests of the hotel during capital projects.
• Has acceptable property quality audits.
• Periodically inspect rooms, building exterior, parking lot, etc.

Additional Responsibilities:

• Any other duties assigned by Supervisor

Equal Opportunity Employment

SAI Hospitality Management provides equal employment opportunities to all employees and applicants. Employment decisions are based on merit, qualifications, and business needs. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under applicable law.
Harassment and retaliation are strictly prohibited. Employees are encouraged to report concerns to management or Human Resources.