Accommodations Manager I

Job Responsibilities

• Team Supervision & Leadership: Assist in managing and supervising front desk staff, including front desk agents, night auditors, and guest service representatives. Train, mentor, and motivate staff to provide exceptional customer service and adhere to hotel policies and procedures. Assist in creating and managing staff schedules to ensure adequate coverage during peak hours and ensure operational efficiency.
• Guest Service & Problem Resolution: Address and resolve guest complaints, inquiries, and special requests in a professional and efficient manner. Ensure that all guest interactions are handled with care, maintaining a positive and welcoming atmosphere. Coordinate with housekeeping, maintenance, and other departments to ensure prompt resolution of any guest-related issues.
• Front Desk Operations: Oversee day-to-day operations of the front desk in the absence of the Front Desk Manager. Ensure all front desk procedures are followed, including guest registration, payment handling, and proper room assignments. Maintain accurate records and ensure all guest details are entered into the property management system (PMS) accurately and efficiently. Assist in managing room inventory, ensuring that rooms are properly allocated, and the hotel's occupancy levels are optimized.
• Administrative Support: Assist with preparing daily, weekly, and monthly reports, including occupancy statistics, revenue reports, and guest satisfaction metrics. Track and manage cash handling procedures, ensuring compliance with hotel policies and safeguarding of funds. Assist with check-in/check-out reports, billing inquiries, and the night audit process. Assist with invoicing and reconciliation of accounts for both individual guests and group bookings.
• Training & Development: Help with onboarding new front desk staff, ensuring they are familiar with the hotel's standards, software, and operational procedures. Conduct regular training sessions and refresher courses on customer service skills, operational procedures, and software usage. Provide ongoing coaching and performance feedback to front desk staff to enhance guest service and team productivity.
• Collaboration With Other Departments And Groups: Act as a liaison between the front desk and other hotel departments (housekeeping, maintenance, food & beverage, etc.) to ensure smooth operations and a high level of guest satisfaction. Coordinate with Tour Directors and groups as needed. Work closely with the Reservations Department to monitor room availability, overbooking, and special requests. Ensure effective communication between shifts and report any guest issues, special requests, or operational concerns to the Front Desk Manager.
• Technology & System Management: Ensure the Property Management System (PMS) is being used correctly, and assist with troubleshooting any issues with the software. Monitor front desk equipment, including phones, computers, and guest service technology, and report any malfunctions to the appropriate department. Ensure the accuracy of all guest reservations and bookings, including walk-ins, arrivals, and departures.

Qualifications

• Experience: Minimum of 2-3 years of experience in a front desk or guest services role, with at least 1-2 years in a supervisory or leadership position. Experience in the hospitality industry is preferred, ideally in a hotel with 100+ guest rooms.
• Skills: Strong leadership and team management abilities, with experience motivating and mentoring staff. Excellent communication and interpersonal skills, with the ability to effectively handle guest inquiries and complaints. Strong organizational and multitasking abilities, with the capacity to prioritize tasks and manage time effectively. Familiarity with hotel Property Management Systems (PMS), reservation systems, and office software (Microsoft Office Suite, etc.). Ability to handle high-pressure situations and resolve issues calmly and professionally. Strong problem-solving skills and a guest-oriented mindset.
• Physical Requirements: Ability to stand for long periods and occasionally lift up to 25 lbs. Ability to work flexible hours, including evenings, weekends, and holidays as required. Occasional overnight shifts may be required.