Front Desk Manager

Ascent Hospitality has an extensive portfolio of hotels and a strong pipeline of new properties and acquisitions, but we're not about numbers...we're about people and that remains our foundation. Our culture expresses a memorable experience for all of our Team Members and guests alike. So we're constantly looking for individuals who work well together for a unified purpose. For our leadership, we're looking for accomplished individuals with a passion to serve others, strong communicators who clearly understand the needs of others and trendsetters who excel at challenges and change. If this is what you're all about, consider joining our Team.

Ascent Hospitality is looking for a uniquely qualified hospitality leader to be our Front Desk Manager!

The front desk manager is pivotal in ensuring seamless guest experiences and efficient operations. Responsible for overseeing guest check-in and check-out processes, managing reservations, and handling special requests, they play a crucial role in maintaining high standards of customer service and satisfaction. Supervising front desk staff, including receptionists and concierge personnel, they schedule shifts, provide training, and ensure adherence to hotel policies. Financially, they oversee billing accuracy and prepare reports while also managing security protocols and emergency procedures to ensure guest safety. Acting as a liaison between departments, they coordinate activities to optimize guest services and uphold brand standards. Overall, the front desk manager's leadership ensures a welcoming environment, efficient operations, and exceptional guest relations in the hotel.

BENEFITS:

• Competitive Salary!
• Benefits - Health, Dental, Vision, Life Insurance, and other supplemental options!
• 401k with employer MATCH!
• Paid PTO!
• Uniforms Provided for most positions!
• Team Member Hotel Discount Program!

ESSENTIAL FUNCTIONS:

• Accountable for guest satisfaction by ensuring service standards are met and guests' needs and concerns are responded to in a timely manner with a focus on service recovery when applicable.
• Works side by side with staff to train and model appropriate guest service standards.
• Responsible for holding staff members accountable for anticipating needs and exceeding guest expectations.
• Anticipates and responds to guests in a friendly and positive manner.
• Process check-ins and check-outs, verify billing, create reservations, and process special requests.
• Assists guests by having knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services.
• Assists in achieving business revenue goals by developing and implementing creative service programs designed to increase guest satisfaction.
• Assist with interviewing, hiring, coaching, and development of front office associates.
• Evaluates staff performance and coaches to ensure standards are met.
• Works in conjunction with manager to deliver discipline/corrective action and make termination decisions.
• Motivates staff by setting goals, providing ongoing feedback, and rewarding/recognizing employees.
• Ensures all required training for department employees is completed and training records are maintained.
• Analyzes quality issues, identifies training needs, suggests changes and ensures implementation to improve results.
• Utilizes available resources and adheres to Marriott training policies.
• Promotes collaboration and positive, professional work environment.
• Responsible for assisting in effective labor management through proper scheduling, monitoring, and adjusting based on business needs.
• Follows proper selling techniques and ensures strategies are utilized to maximize room revenues.
• Monitors room availability, follows restrictions, and all booking policies and procedures.
• Drives sales and maximizes revenue by up-selling rooms and amenities.
• Uses expertise to suggest and implement changes to front desk operations as needed, while maximizing revenue and occupancy.
• Attends all daily, weekly and/or monthly department/hotel meetings to ensure proper communication/planning occurs.
• Must have high attention to detail, good communication skills and leadership ability.
• Must have excellent organization skills, a high degree of creativity to facilitate efficient problem solving.
• Must be able to manage multiple priorities and work in an environment with frequent interruptions and tight deadlines Adheres to all Marriott Standard Operating Procedures.
• Conduct routine inspections of front desk operations to maintain standards per Marriott, local, state and federal regulations.
• Ensures a clean and safe work environment, and follows all Hotel Brand procedures for guest/employee incidents.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES:

• Must have one (3) or more years' prior guest service experience, preferably in hospitality.
• Must have basic computer knowledge and excellent written and verbal skills needed.
• Must have excellent communication and organizational skills.
• Must have the ability to understand, read, write and speak English and communicate with guests and Team Members of other departments.
• Must be familiar with operation of office equipment such as: copier, printer, facsimile machine, telephone etc.
• Must have the ability to apply commonsense understanding to carry out instructions given.
• Must have the ability to comply in standardized situations with only occasional or no variables.
• Must have the ability to work flexible shifts
• Must have excellent customer service skills.
• Must be able to work without constant supervision.

PHYSICAL DEMANDS:

• While performing the duties of this job, the employee will be required to stand for long periods of time; using arms, hands and legs repetitively; handle, or feel objects, tools, or controls; reach with hands and arms; and stoop, kneel, crouch, or crawl.
• The employee frequently is required to walk, climb or balance, talk and hear.
• May be required to regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.
• Must be capable of effectively using close vision, distance vision, and color vision.
• Able to operate in mentally and physically stressful situations

QUALIFICATION STANDARDS:

• High school diploma or equivalent required some college or college degree preferred.
• A minimum of one (3) year related experience in hotels or customer service preferred
• Must be able to work in team environment

EEO Employer