Benefits:

401(k) matching

Employee discounts

Paid time off

JOB DESCRIPTION:

The Front Desk Manager is responsible for the daily quality and accuracy of the work produced by the Front Desk Staff. The Front Desk Manager must maintain the highest level of guest service and set the tone for all brand standards for the Front Office.

ESSENTIAL DUTIES:

Controls all guestroom reservations, ensure reservations are accurately recorded and monitored to ensure optimum occupancy and revenue is achieved

Ensures coordination of daily check in/check out requirements, including guest room list distribution, room inspections, amenity placement, welcome letters, gifts, etc

Constantly monitors staff performance, knowledge, hours and breaks, ensures company policies and procedures are adhered to

Conducts pre-shift meeting and inspect employees’ grooming and attire

Monitors the check in/check out process

Responsible for coaching and counseling personnel within the Front Office

Completes and maintains the Front Office schedule in accordance to occupancy and business levels, observing all overtime procedures, staffing guidelines and labor forecasts including being available for any call outs or sick time

Ensures exceptional guest service is achieved for the check-in and check-out

Maintains a system of communication between the Front Office and other departments

Works closely with the General Manager to review revenue and guest service goals

Works with the Sales Department to ensure that all group room requirements are met and properly billed

Coordinates with sales department to satisfy all group expectations and needs

Follows-up on all VIP blocks and inspect rooms prior to arrival

Controls and monitors blocks, timeshare blocks, reservations and additional blocking as needed, i.e. special requests, suites, etc

Inspects departure report daily, updating records as necessary

Reviews Housekeeping Reports and rectify all discrepancies before end of shift

Reviews Room Revenue Report to ensure rates are correctly entered before close of day

Coordinates with Housekeeping and Maintenance teams to ensure timely and professional completion of room cleaning and room repairs

Monitors all cashiering procedures: shortages/overages/late charges/adjustments/posting charges/making change for guests/settling accounts/cashier reports/balancing receipts/dropping receipts/no show billings

Receives and reports comments, criticisms, and feedback from Guests, employees and other managers, and make immediate recommendations for improvement to the GM

Reviews daily business levels, anticipates critical situations and executes solutions

Builds rates and packages within the property management system, manages said rates accordingly

Ensures all corporate rates are entered within the property management system within 24 hours of contract being signed

Monitors all billing activity by day

Manages inventory of units and complete close outs on extranets as required

Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

Adheres to safety, security and emergency procedures, reacts appropriately during emergency situations and acts promptly to correct hazards

Adheres to all work rules, procedures and policies established by the hotel, including, but not limited to, those contained in the employee handbook

Monitors out of order room report on a daily basis and liaise with other department heads to coordinator rooms being placed back into service as quickly and efficiently as possible

Learns, understands, refers to, and enforces the Standard Operating Procedures

Fulfills Manager on Duty shifts

Any and all duties assigned by management

MINIMUM REQUIREMENTS:

The requirements listed 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.

Must have high school diploma or equivalent

Must have minimum of three years’ experience in Hotel Front Desk operations, leadership preferred

Must have previous experience with Opera PMS system

Must be able to communicate effectively in English

Must be able to pass pre-employment testing (i.e. drug test, background check, etc)

Must have full availability and be able to work days, evenings, nights, weekends, and holidays

KNOWLEDGE / SKILLS / ABILITIES:

Ability to read, write and speak English (multi-lingual a plus)

Ability to hear, understand, follow and give written and oral instructions

Ability to deal with stressful conflicts involving groups of people, individuals, and employees

Ability to work with large groups of people, and age groups

Ability to plan, organize and conduct a wide variety of activities

Knowledge of leadership techniques

Ability to work harmoniously with fellow employees and guests

Follow all company policies and procedures

Must have self-starting personality with an even disposition

Maintain a professional appearance and manner at all times

Ability to communicate well with guests

Ability to observe and detect signs of emergency situations

Ability to establish and maintain effective working relationships with associates, customers and patrons

Must be willing to “pitch-in” and help co- workers with their job duties and be a team player.

Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts

Must have basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error

Ability to access and accurately input information using a moderately complex computer system

Thank guests with genuine appreciation

Speak with others using clear and professional language

Develop and maintain positive working relationships with others

Abilities (<8 hours per day) reach, bend, twist, pull, push, grasp, walking, standing, stooping, kneeling, running, sitting, climbing, reaching overhead and bending

Ability to frequently (<4 hours per day) lift up to 30 pounds of weight to chest height

Ability to stand, walk and continuously perform behind the front desk