Front Desk Manager

Hourly Rate: $29.00. This position is non-exempt and eligible for overtime in accordance with state and federal law.

About the Role

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Directs and works with managers and employees to ensure an efficient check-in and check-out process, guest and employee satisfaction, and maximizes the financial performance of the department.

Qualifications

• High school diploma or GED; 2 years 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.

Responsibilities

Maintaining Guest Services and Front Desk Goals

• Manages day-to-day operations, ensuring quality, standards, and meeting customer expectations.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Handles complaints, settles disputes, and resolves grievances or conflicts.
• Supervises staffing levels to meet guest service, operational needs, and financial objectives.
• Ensures regular communication with employees about business objectives, expectations, and performance.
• Understands and manages department operations to achieve or exceed financial goals.

Supporting Management of Front Desk Team

• Utilizes interpersonal and communication skills to lead, influence, and encourage sound financial/business decisions.
• Encourages mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees, including performing duties in their absence.
• Establishes and maintains open, collaborative relationships with employees.
• Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.

Ensuring Exceptional Customer Service

• Provides services above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs.
• Responds to and handles guest problems and complaints.
• Sets a positive example for guest relations and empowers employees to provide excellent service.
• Observes service behaviors and provides feedback to employees.
• Interacts with guests to obtain feedback on quality and service levels.
• Ensures employees understand customer service expectations and parameters.
• Emphasizes guest satisfaction during departmental meetings and focuses on continuous improvement.

Managing Projects and Policies

• Implements the customer recognition/service program and ensures adherence to the process.
• Trains staff and monitors adherence to credit policies and procedures to reduce bad debts and rebates.
• Supervises same-day selling procedures to maximize room revenue and control property occupancy.
• Supervises daily Front Desk shift operations and ensures compliance with policies, standards, and procedures.
• Ensures property policies are administered fairly and consistently, including disciplinary procedures.

Supporting Human Resource Activities

• Supports developmental needs, coaching, and mentoring to improve knowledge or skills.
• Solicits employee feedback and reviews satisfaction results to address concerns.
• Assists in interviewing and hiring employees with appropriate skills.
• Supports a departmental orientation program for new hires.
• Participates in employee progressive discipline procedures.

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates via various channels.
• Analyzes information and evaluates results to choose the best solution.
• Informs executives, peers, and subordinates on relevant information in a timely manner.
• Performs all duties at the Front Desk as necessary, including running shifts.
• Participates in departmental meetings and communicates Front Desk goals.