Front Desk Manager manages front desk personnel and ensures quality customer service. Oversees the daily service operations for hotel rooms and the execution of contracts, deposits, and billing. Being a Front Desk Manager may be responsible for front desk budgeting. May oversee concierge or valet staff. Additionally, Front Desk Manager may require an associate degree or its equivalent. Typically reports to a hotel manager. The Front Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Extensive knowledge of department processes. To be a Front Desk Manager typically requires 5 years experience in the related area as an individual contributor. 1 to 3 years supervisory experience may be required.
Front Desk Manager Job Description Template
Our company is looking for a Front Desk Manager to join our team.
Responsibilities:
- Responsible for retail sales for all walk-in customersHandle all POS transactions including opening and closing of the register;
- Communicate and enforce policies and procedures;
- Assist in responding to guest complaints or concerns in a prompt and professional manner;
- Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management;
- Assist in creating a positive employee culture by participating and planning in employee rallies and training;
- Communicate to appropriate departments all pertinent information requirements and special;
- Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments;
- Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements;
- Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming;
- Checking guests in and out of the hotel;
- Performing other duties as deemed necessary;
- Carry a cell phone at all times;
- Assisting with the valet department-parking and retrieving guest vehicles;
- Scheduling front desk agents and valet attendants according to business levels;
- Ensure staff greet and welcome all guests approaching the Front Desk in accordance with The Hotel`s S.O.P. ‘s.
Requirements:
- Sales or upsell skills over the phone is a MUST;
- Must take direction well and be eager to learn and grow in fast paced environment;
- Bi-lingual (English/Spanish) is a plus but not required;
- Must be highly motivated and possess superior written and verbal communication skills;
- Ability to read, listen and communicate effectively in English;
- Able to work in a fast-paced environment;
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public;
- Perfect attention to detail;
- Must have knowledge of policies and procedures as they relate to safety and security of guest and Hotel property;
- Social Media interested and good in taking pictures;
- Have impeccable customer service skills;
- Proficient in Word and Excel;
- Knowledge of Mail Chimp a plus;
- Knowledge of Italian not required, but definitely welcome;
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.