Front Desk Manager

Responsibilities

• Review Front Desk logbook for any other information or incidents.
• Review all arrivals noting any special requests or challenges.
• Assess whether any guest relocation will be necessary.
• Maintain property interfaces.
• Ensure all shifts are covered as scheduled, cover as necessary.
• Follow established key control policy and ensure proper credit policies are followed.
• Inspect VIP arrival rooms.
• Assist guests with services and requests.
• Knowledgeable of Fire and Emergency Procedures.
• Run and attend departmental training classes/seminars when scheduled.
• Professional contact via telephone with all other hotel departments such as, Reservations, Sales, Housekeeping, Bell Staff, valet, Engineering, etc...
• Oversee and supervise all duties performed by all Front Office employees.
• Create and post all employee schedules.
• Counsel and discipline employees when necessary, using proper documentation and techniques.
• Ensure that all Front Office employees complete their essential duties before their departure.
• Ensure that all Front Office employees are posted at their stations at scheduled time.
• Aid with any scheduled shift problems on the Night audit shifts.
• Accountable for the proper training and daily monitoring of all service levels provided by employees to guests and other fellow employees.
• Accountable for meeting or exceeding levels of service required by the Mystery Shopper Survey.
• Monitor and maintain proper Front Office operational supplies.
• Accountable for meeting or coming in under payroll and expense budgets.
• Accountable for maintaining and monitoring that all employees follow proper cash handling procedures.
• Aids the general manager in the development of the department's annual budget. Monitors performance against plan.
• Accountable for the "guest ledger" and its proper daily maintenance.
• Acts as Manager on Duty as required.
• Facilitates monthly department meetings and attends weekly staff meeting, daily meetings and other meetings as required.
• Assists in building an efficient team by taking active interest in employees’ welfare, safety, and development. Encourages the team to maintain positive and productive relationships with colleagues and other departments.
• Aids in training employees to ensure they have the necessary skills to perform their duties with the maximum efficiency and in the most productive manner while maintaining workplace safety.
• Completes projects and other tasks as assigned/as they become necessary.

Qualifications

• A High School Diploma or equivalent required; college degree preferred.
• 1-2 years previous relevant experience required.
• Must be legally authorized to work in the United States.
• Must be numbers-oriented, computer-literate including written communication, spreadsheet formulation and online order-entry and computer systems.
• Ability to communicate and negotiate effectively with internal/external customers both in written and verbal format.
• Deal with the general public, customers, associates, and government officials with tact and courtesy.
• Proven ability to train and motivate a team of professionals.
• Proven track record of success in achieving financial and service objectives.
• Ability to read and interpret business records and statistical reports.
• Ability to use mathematical skills to interpret financial information and prepare budgets.
• Interpret established policies and understand the government regulations pertaining to the business.
• Make business decisions based on production reports and similar facts as well as on your own experience and personal opinions.
• See differences in widths and lengths of lines such as those on graphs.
• Plan and organize the work of others, change activity frequently, and cope with interruptions.
• Must be flexible and able to work all shifts, including mornings, evenings, overnight, weekends and/or holidays.