Front Desk Manager

The Front Office Managers primary role is to ensure high quality service and leadership for the Front of House operations. The individual is responsible for oversight and leadership of the Front Desk team and providing support for all operations.The individual will be well versed in Front Office operations to assist the Agents with guest concerns and overall guest service. The Front Office Manager will also act as a Manager on Duty during some of their shifts. The Front Office Manager will report to the Director of Operations and ultimately the General Manager.

ESSENTIAL DUTIES/RESPONSIBILITIES:

• Responsible for the adherence and enforcement of all Hotel policies and procedures
• Responsible for maintaining the highest levels of professionalism and decorum amongst all the staff
• Monitor inventory control and ordering procedures for Front Office and guest supplies
• Organize and execute all training of Front Desk Agents
• Oversee Front Desk Agent scheduling and requests
• Perform coaching and counseling of all Front Desk Agents, Night Auditors and PBX operators as needed to enforce standards
• Creates a comprehensive training program instilling a culture of service and follow through
• Acts as a liaison between the Front Office and the Reservations/Sales team
• Is intimately involved in troubleshooting and drilling down to determine and eliminate guest issues
• Actively participate in cleanliness of all facilities
• Handle any guest complaint or issue in a professional manner
• Documents and communicates associate challenges
• Complete a daily MOD Report to communicate guest opportunities and other information
• Assist the Front Desk with all aspects of operations including check-in and check-out process
• Maintain excellent relations with all local, state, city and federal police agencies and fire marshals
• Review all potential safety and security issues and implement corrective action steps
• Responsible for knowing all emergency procedures
• Conduct walk-throughs of the property at a minimum of twice per day
• Assist in projects and other duties as directed by the Director of Operations and the General Manager
• Coach associates how to resolve and de-escalate conflicts
• Instill a calm, organized approach in all situations
• Assists in welcoming and escorting VIPs and other guests
• Assist as Manager on Duty at the hotel
• Assume responsibility/accountability
• Work closely with Housekeeping, Engineering, Catering and Sales to assure groups and special functions are handled smoothly
• Must be able to stand for long periods of time

OTHER DUTIES/RESPONSIBILITIES:

• Comply with house policies and procedures
• Attend all management training as requested by Director of Operations, the Human Resources Manager and/or the General Manager
• Follow/enforce company policies and procedures
• Ability to create, develop and make formal presentations using audio/visual aids
• Create courteous, friendly, professional work environment
• Provide overall direction, coordination, and ongoing evaluation of operations
• Ability to quickly evaluate alternatives and decide on a plan of action
• Report all safety hazards and suspicious person or activities to Security
• Know all safety and emergency procedures and your role in assisting during these times
• Will be required to work a varied schedule that may include evenings, nights, and week-ends
• Associate is held accountable for all duties of this job

JOB QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

KNOWLEDGE/EXPERIENCE:

• 3 years experience as a Guest Service Agent, Supervisor or Manager, preferably with a full-service property
• Management experience required
• Front Office Accounting experience
• Must have experience at properties of similar size and quality
• Proficiency in Microsoft applications is required
• Verifiable record improving guest service and satisfaction

SKILLS:

• Clear, concise written and verbal communication skills
• Excellent service & communication skills
• Strong technical skills
• Excellent time management skills
• Strong organizational skills
• Computer and telephone skills required
• Excellent listening skills
• Exceptional detail in follow-up
• Excellent safety and sanitation skills
• Creative problem solving skills
• Basic mathematical skills required
• Strong attention to detail

ABILITIES:

• Ability to sell concepts and ideas to management, peers, and employees
• Ability to clearly and concisely present technical subjects
• Demonstrate ability to lead by example
• Abilities to inspire, train, and develop people for promotion
• The ability to work well as a team as well as individually at times
• Ability to multi-task in a high paced environment
• Ability to read, speak, write, and understand English
• Must be adaptable and flexible to change
• Ability to work a flexible schedule and be able to work weekends and holidays
• To remain calm and professional at all times
• Ability to work under varying weather conditions
• Be able to make quick decisions and possess good judgment