Front Desk Manager

Hilton Miami Blue Lagoon

SECTION ONE: MCR Universal Role Standards

EXECUTIVE SUMMARY

CLEANLINESS and FRIENDLINESS!

The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests.

AREAS OF EXCELLENCE

• Happy Guests
• Spotless Cleanliness
• Product Consistency & Quality
• Teamwork

Duties and Expectations

1. Happy Guests

• Guest Relations: Greet guests happily upon arrival and throughout their stay with a smile.
• Name Use: Use the guests’ names whenever possible, ensuring they feel properly welcomed.
• Guest Satisfaction : All Team Members work together to contribute to great guest satisfaction scores.
• Recovery : Ability to handle challenging guest situations with hospitality and a sense of urgency.
• Hotel Knowledge: Strong knowledge of all features of the hotel facility and amenities.
• Events: Awareness and support for all groups and events at the hotel.
• Technology: Understanding of relevant technology for each role.
• Phone Etiquette: Answer all incoming calls with friendly service using the approved greeting.

2. Spotless Cleanliness

• Sparkling Clean Workspaces: All areas, both front and back of the house, should be kept clean and well-organized.
• Pitching In: Cleanliness is a team effort! Everyone may expect to pitch in to clean guest rooms and public spaces as needed, to ensure the hotel is well-organized and safe.
• Hospitality While Cleaning: Always greet every guest happily with a smile, by name if possible, while cleaning.

3. Product Consistency & Quality

• Checklists to 100% Accuracy: All operational checklists are completed accurately and at the designated times, every shift.
• Shift Handover Reports: Handover reports must be accurate and on time, for effective shift-to-shift communication.

• Flawless Uniform: All Team Members must wear a clean, approved uniform and be well-groomed per the Team Member Handbook, while wearing a nametag and smiling at all times.

4. Teamwork

• Communication: Communication between Team Members should be clear, honest, and professional.
• Can Do Attitude: Willing to stretch beyond traditional role to meet the needs of the business and MCR’s guests.
• Collaboration: All Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace.

SECTION TWO: Front Desk Agent, Role Specific Duties and Expectations

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:

•Encourage and building mutual trust, respect, and cooperation among team members

•Develop specific goals and plans to prioritize, organize, and accomplish work

•Handle complaints, settle disputes, and resolve grievances and conflicts

•Participate in department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results

•Observe staffing levels to ensure that guest service, operational needs, and financial objectives are met

•Support and train team members on adherence to all credit policies and procedures to reduce bad debts and rebates

•Promote same day selling procedures to maximize room revenue and occupancy

•Understand the impact of Front Office operations on the overall hotel success

•Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

•Encourage team members to provide excellent customer service within guidelines

•Interact with guests to obtain feedback on product quality and service levels

•Identify the developmental needs of team and coach, mentor, or otherwise help others to improve their knowledge or skills

•Utilize interpersonal and communication skills to lead, influence, and encourage others

•Advocate sound financial and business decision making

•Demonstrate honesty and integrity, lead by example

•Establish and maintain open, collaborative relationships with team members

•Ensure recognition of team members is taking place across areas of responsibility

Requirements:

•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

Our Company

• MCR is the 3rd-largest hotel owner-operator in the United States.
• Founded in 2006, our company has offices in New York City, Dallas, Chicago, and Richmond, Virginia.
• MCR has a $5.0 billion portfolio of 148 premium-branded hotels containing more than 22,000 guestrooms across 37 states and 106 cities .
• MCR has more than 7,000 team members across the country and operates hotels under 9 Marriott brands, 8 Hilton brands and a number of unflagged independent hotels.
• MCR was named  one of  Fast Company ’s 10 Most Innovative Travel Companies of 2020 .
• MCR is a three-time recipient of the  Marriott Partnership Circle Award , the highest honor Marriott presents to its owner and franchise partners, and a recipient of the  Hilton Legacy Award for Top Performer .
• For the TWA Hotel at New York’s JFK Airport, MCR won the  Development of the Year (Full Service) Award at The Americas Lodging Investment Summit (ALIS) , the Urban Land Institute New York Excellence in Hotel Development Award and the American Institute of Architects national Architecture Award, the highest honor given by the AIA

What we offer/What’s in it for you?

• Hotel Discounts
• Weekly Pay
• Paid Time Off
• Retirement Options
• Referral bonuses
• Career advancement & upward mobility
• Health, Dental, Vision Insurance- available after 30 days of employment for full-time team members