Front Desk Manager

Mission and Responsibilities

No matter whether a guest arrives weary from their travels or excited for a vacation, as a Front Office Manager, you know what to do to make them feel at home. They will appreciate the pristine lobby, your warm welcome, and your efficiency in getting them checked in and pointed in the right direction. When they know you genuinely care about the quality of their stay, you are operating at a level of excellence which in turn creates a customer for life.

Benefits Offered

• Employee Referral Program
• Bonus Program
• Merit Increase
• Paid Vacation
• Flex Days
• 401k with Employer Contribution
• Medical, Dental, Vision
• Life Insurance
• Long-term/Short-term Disability
• Accident Insurance
• Critical Insurance

What We Expect From You

• A warm, people-oriented demeanor
• A team-first attitude
• A gift for paying attention to the smallest details

What You Will Do

• Maintain a friendly, cheerful, and courteous demeanor at all times
• Utilize interpersonal and communication skills to lead, influence and encourage others, lead by example
• Advocate sound financial/business decision making
• Encourage and build mutual trust, respect, and cooperation among team members
• Serve as a role model to demonstrate appropriate behaviors
• Strive to improve service performance
• Communicate clear and consistent message regarding Front Desk goals to produce desired results
• Develops specific goals and plans to prioritize, organize, standards and meeting the expectations of customers on a daily basis
• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge and skills
• Support Daily front desk shift operations
• Organize, confirm, and process guest check-on/check-outs and adapt for any changes, verify guest identity
• Respond to and resolve guest requests
• Secure payments, verifying and adjusting billing as needed
• Provide guests with room and hotel information, directions, amenities and local interests
• Run daily reports, reviewing to see what needs to be communicated to the next shift’s staff
• Complete cashier and closing reports, counting the bank at the end of each shift securely
• Accept and record wake-up calls, delivering to the right department
• Maintain confidentiality of all guests, proprietary information
• Communicate any emergency, lost item, or theft to proper staff and/or authorities
• Report maintenance problems, accidents, and safety hazards
• Keep contingency lists in case of emergency and communicate and necessary messages
• Protect company assets
• Comply with all quality assurance expectations

Requirements

• A professional demeanor, a warm and welcoming personality, and must be able to engage easily and actively connect with others
• Be genuinely caring and compassionate and visibly demonstrate desire to understand others
• Have natural instincts and insight for finding the best solution to unclear situations, issues, and problems
• Create confidence and trust, while communicating the right message at the right time
• Be comfortable conversing with individuals from a variety of backgrounds and at all organizational levels
• Be direct yet tactful and considerate of audience
• Speak with others using clear and professional language, and answer telephones using appropriate etiquette
• Maintain awareness of undesirable persons on premises
• Clean professional appearance

Minimum Requirements

• Standing for long periods of time, or entire shift
• Read and visually verify information in a variety of formats (i.e., small print)
• Grasp, turn and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination

Equal Opportunity Employer

MHG Hotels LLC seeks to attract and retain a high-performing and diverse workforce in which employee differences are respected and valued to better meet the varying needs of the diverse customers we serve. MHG Hotels LLC is an equal opportunity employer and does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state, or local laws.