Front Desk Manager

About Us: 

At The Greystone Inn, we believe in the power of a great team. When you visit our beautiful property that offers sweeping views of the North Carolina mountains and Lake Toxaway, you will find our dedicated, fun, and supportive crew creating incredible experiences for visitors from all over the world.

We believe that employees are our most important resource and our success depends upon delivering an exceptional experience to every customer, every time. If you deeply believe in this too, keep reading!

The Position: 

First impressions matter, and that's where you come in! You will serve as the face of The Greystone Inn. Your interactions with our guests will have an important impact and set the tone for their entire stay. 

Essential Functions:

Independently manages Front Desk personnel, specifically front desk and night audit to include but not limited to

the responsibility of hiring, training, administering performance reviews, determining wages, coaching and

discipline, termination, and weekly scheduling.

Consistently practice, lead, and train all Front Office supervisors and staff in all service culture programs,

procedures, and standards.

Directly manage and oversee Front Office staff to include hiring, training, scheduling, evaluating, counseling,

disciplining, and motivating of new hires.

Develop, train, maintain, and adhere to all operating procedures and standards.

Assist General Manager in revenue management, labor cost management, standards of procedure writing, etc.

Assist sales in devising packages and other deals for the upcoming periods

Update and maintain the website with special stay packages and deals, working closely with company social media

director

Implement and maintain a successful Yield Management Program

Schedule and lead department meetings to support and refresh hotel standards in all areas

Attend weekly managerial meetings

Ensure staff department meetings are being held and attend as needed

Work with department managers to manage department expenses to ensure they are in line with monthly budget

Ability to fill the role of any subordinate staff member, including guest room attendant, guest service agent,

cashier, and supervisory positions when needed

Have a thorough working knowledge of hotel property management system and retail management system

Review the reservation transaction and sales reports daily

Lead staff by professionally handling escalated guest complaints, solve problems, apologize/empathize, and follow

up with all guest complaints, maintenance issues, and safety concerns

Contact housekeeping or maintenance staff when guests report problems

Train all staff in emergency and safety procedures, responsible for ensuring guest and associate safety

Provide telephone services and operate the telephone switchboard effectively

Greet and welcome all guests in a professional and hospitable manner

Interact with guests in a respectful, cheerful, and polite manner and effectively service the guest’s needs

Working knowledge of all rates, packages, and booking restrictions

Have full knowledge of all parking options and charges, always offering luggage assistance

Thorough understanding of retail offerings and sales

Monitor guest accounts and charges

Handle all lost and found inquiries efficiently and professionally, following proper guidelines

Responsible for safekeeping and issuance of managerial and room keys

Responsible for safety and handling of department banks and kept in safety deposit box

Be informed of all events taking place at the hotel on a daily basis

Answer questions for guests both at the front desk and over the phoneFlexibility to step into whatever role is needed at the time in order to deliver exceptional customer service. This

may include taking on job responsibilities outside of this job description and may require assisting other

departments in their regular functions.

Comply with hotels policy and procedures regarding attendance and attire

Willingness to work weekends, holidays, and/or flexible hours

Understand and practice all HCH safety and security procedures, including Emergency Evacuation Procedures,

Accident Reporting, Right to Know Law, Written Information Security Program, Bloodborne Pathogen Procedures,

Anti-Harassment Policy, and Violence in the Workplace Policy.

Comply with all Hotel and HCH time and attendance policies.

Comply with all Hotel and HCH uniform, dress code, and appearance standards.

Hotel Specific Essential Functions:

Ability to remain standing for 8 hours.

Ability to remain in a stationary position for 8 hours.

Ability to occasionally move and lift up to 50 lbs.

Ability to walk the property and grounds regularly.

Ability to move up and down stairs regularly.

Ability to bend frequently and repetitively during a shift.

Ability to use repetitive manual dexterity regularly.

Ability to visually identify service needs of the property by regularly surveying the hotel and grounds.

Ability to move quickly based on guest needs.

Ability to frequently communicate and exchange accurate information effectively.

Ability to read, write, understand and speak English.

Benefits

We are committed to taking care of you as our employee by providing opportunities to learn and grow in a fun-loving, welcoming environment where your effort and hard work are appreciated. Health benefits are offered to full time employees.

If you enjoy helping others, working as a team, and building your experience in a booming hospitality industry, please consider joining us!