Front Desk Manager

About the role

The Front Desk Manager oversees the Front Office operations, ensuring efficient and courteous service to guests, managing staff, and maximizing revenue.

Responsibilities

• Respond to guest requests, problems, complaints, and accidents at the Front Desk or through Reservations.
• Follow up to ensure guest satisfaction.
• Motivate, coach, counsel, and discipline Front Desk personnel.
• Prepare and conduct Front Desk interviews and follow hiring procedures.
• Conduct 90-day and annual performance appraisals.
• Develop employee morale and train Front Desk personnel.
• Maximize room revenue and occupancy by reviewing status daily.
• Analyze rate efficiency, monitor credit reports, and maintain close observation of daily house count.
• Attend Rooms Merchandising meetings and prepare reports.
• Supervise Night Audit function and monitor House Charge Worksheet and Flash Report for accuracy.
• Participate in M.O.D. program as scheduled.
• Be responsible for developing a manager as assigned by the Corporate Office.
• Ensure all end-of-the-month report dates are met.
• Review Front Desk staff's worked hours for payroll compilation and submit to Accounting.
• Prepare employee Schedule and present Wage Progress Report to General Manager weekly.
• Ensure no-show revenue is maximized through consistent and accurate billing.
• Maintain Avion Hospitality S.O.P.s regarding Purchase Orders, vouchering of invoices, and checkbook accounting.
• Ensure timely completion of Wage Progress, Productivity, and the Ten Day Forecast.
• Maintain a professional working relationship and promote open communication.
• Work closely with Accounting on follow-up items.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation, and analysis.
• Monitor P.B.X. console and ensure employees maintain Avion Hospitality S.O.P.s.
• Operate radios efficiently and professionally in communicating with hotel staff.
• Ensure proper use of radio etiquette within the department.
• Coordinate ongoing implementation of Avion Hospitality service philosophy.
• Maintain correct and accurate cash handling.
• Attend monthly all-employee team meetings and staff meetings.
• Provide training on a rotational basis using steps to effective training.
• Take room reservations and ensure accurate information is obtained.
• Ensure timely logging and delivery of all messages, packages, and mail.
• Be aware of all rates, packages, and promotions.
• Process and handle guest laundry.
• Maintain "Lost and Found" procedures and policies.
• Establish and maintain key control system.
• Assist General Manager and Engineering Department in implementing and maintaining emergency procedures.
• Be familiar with corporate-sponsored programs and their standards and procedures.
• Maintain an organized and comprehensive filing system.
• Conduct meetings according to Avion Hospitality standards.
• Perform other duties as required.

Requirements

• At least 5 years of progressive experience in a hotel or related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
• Supervisory experience required.
• Proficient in Windows operating systems, Company-approved spreadsheets, and word processing.
• Valid driver's license from the applicable state.
• Able to convey information and ideas clearly.
• Able to evaluate and select among alternative courses of action quickly and accurately.
• Able to work well in stressful, high-pressure situations.
• Able to maintain composure and objectivity under pressure.
• Able to handle problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
• Able to assimilate complex information, data, etc., from disparate sources and consider, adjust, or modify to meet the constraints of the particular need.
• Able to listen to, understand, and clarify the concerns and issues raised by coworkers and guests.
• Able to work with and understand financial information and data, and basic arithmetic functions.