Front Desk Manager

JOB SUMMARY

Entry-level management position that is responsible for leading and assisting with the successful completion of daily shift requirements. Front office areas include Bell/Door Staff, Switchboard, and Guest Services/Front Desk. Strives to ensure guest and employee satisfaction and achieve the operating budget. Assists in completing financial and administrative responsibilities.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 1-year experience in guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES

Supporting Management of Front Desk Team

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision-making; demonstrates honesty/integrity; leads by example.

• Encourages and builds mutual trust, respect, and cooperation among team members.

• Serves as a role model to demonstrate appropriate behaviors.

• Understands employee positions well enough to perform duties in employees' absence.

• Handles employee questions and concerns.

• Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.

• Supports daily Front Desk shift operations.

Supporting Progress Toward Guest Services and Front Desk Goals

• Supports day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

• Develops specific goals and plans to prioritize, organize, and accomplish your work.

• Handling complaints, settling disputes, resolving grievances and conflicts, or otherwise negotiating with others.

• Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.

• Strives to improve service performance.

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

• Supports training of staff on adherence to all credit policies and procedures to reduce bad debts and rebates.

• Supports same-day selling procedures to maximize room revenue and property occupancy.

• Understands the impact of Front Desk operations on the overall property financial goals and objectives.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.

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

• Sets a positive example for guest relations.

• Encourages employees to provide excellent customer service within guidelines.

• Handles guest problems and complaints seeking assistance from supervisor as necessary.

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

Supporting Projects and Policies

• Supports implementation of customer recognition/service programs, communicating and ensuring the process.

• Assists in the review of comment cards and guest satisfaction results with employees.

• Ensures employees have the proper supplies and uniforms.

• Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.

Supporting Handling of Human Resource Activities

• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.

• Provides feedback to individuals based on observation of service behaviors.

• Participates in an ongoing employee recognition program.

• Supports training when appropriate.

• Participates in the employee performance appraisal process.

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

• Analyzes information and evaluates results to choose the best solution and solve problems.

• Informs and/or updates the executives, peers, and subordinates on relevant information in a timely manner.

• Performs all duties at the Front Desk as necessary.

• Understands the functions of the Bell Staff, Switchboard, and Concierge/Guest Services operations.

• Complies with loss prevention policies and procedures.