Front Desk Manager

CORE WORK ACTIVITIES

Supporting Management of Front Desk Team

• Utilizes interpersonal and communication skills to lead, influence, and encourage others
• Advocates sound financial/business decision making
• Demonstrates honesty/integrity
• Learns employee positions well enough to perform duties in employees' absence
• Handles employee questions and concerns
• Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager
• Supports daily Front Desk shift operations

Supporting Progress Toward Guest Services and Front Desk Goals

• Serves as a role model to demonstrate appropriate behaviors
• Develops specific goals and plans to prioritize, organize, and accomplish work
• Handles complaints, settling disputes, and resolving grievances and conflicts
• Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals
• Strives to improve service performance
• Observes staffing levels to ensure that guest service, operational needs and financial objectives are met
• Supports training of staff on adherence to all credit policies and procedures to reduce bad debts and rebates
• Supports same day selling procedures to maximize room revenue and property occupancy
• Understands the impact of Front Desk operations on the overall property financial goals and objectives

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed
• Sets a positive example for guest relations
• Encourages employees to provide excellent customer service within guidelines
• Handles guest problems and complaints seeking assistance from supervisor as necessary
• Interacts with guests to obtain feedback on product quality and service levels

Supporting Projects and Policies

• Supports implementation of customer recognition/service programs, communicating and ensuring the process
• Affords employees the opportunity to participate in the review of comment cards and guest satisfaction results
• Ensures employees have the proper supplies and uniforms
• Affords employees the opportunity to participate in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution

Supporting Handling of Human Resource Activities

• Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills
• Provides feedback to individuals based on observation of service behaviors
• Participates in an ongoing employee recognition program
• Supports training when appropriate
• Participates in the employee performance appraisal process