Administrative – Front Desk Manager

The Front Desk Manager will capitalize on the strengths of the hotel’s Front Desk personnel to establish the methods and procedures for providing positive check in experiences, guest services, and interaction with guests, both in-house and through phone contact. 

Department:

·      Administrative

FSLA Status

·      Non-Exempt

Supervisory Responsibilities:

• Assists management in the hiring and training of new staff for Front Desk positions
• Coordinates and oversees the day-to-day Front Desk workflow
• Conducts or assists with Front Desk performance evaluations that are timely and constructive
• Assists the General Manager with employment actions, including discipline and termination of employees in accordance with company policy

Duties/Responsibilities:

• Monitors departmental performance, identifying and facilitating opportunities to increase productivity and efficiency.
• Manages daily aspects of the department and its staff to ensure projects are completed and goals and customer needs are met.
• Trains and coaches Front Desk team members in a positive fashion to produce improved work performance.
• Drafts, submits, and presents various performance and management reports.
• Prepares work schedules to efficiently handle expected business levels.
• Ensures that team members follow proper clock-in procedure, monitoring hours to prevent overtime.
• Manages inventory, approving or facilitating purchases as needed.
• Manages conflicts and resolves complaints about or within the department.
• Maintains Guest Satisfaction Service Scores at a level in excess of brand standards.
• Works to resolve issues or problems that guests may experience.
• Is proficient in all Front Desk systems.
• Handles special requests and accommodations.
• Maintains high levels of guest satisfaction through staff training, positive motivation of staff, and required service excellence programs.
• Stays knowledgeable of fire panel functions and location of water shut off.
• Follows all OSHA/HAZCOM procedure.
• Performs other related duties as assigned.
• Wears appropriate brand required uniform and name tag.

Required Skills/Abilities:

• Excellent written and verbal communication skills
• Ability to work both independently and collaboratively
• Excellent time management skills with the ability to assign and delegate tasks
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Proficient with Front Desk systems
• Strong analytical and problem-solving skills
• Proficient with Microsoft Office Suite or related software

Education and Experience:

·      One year of related experience in the industry required

Physical Requirements:

• Prolonged periods of standing at the Front Desk and working on a computer
• Must be able to lift and carry up to 25 pounds at a time

Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.