Front Desk Manager

Description

Summary: Responsible for enhancing and improving the SRHM / [Hotel Name] experience by providing outstanding service to our guests. Demonstrates and promotes SRHM’s core value of the Golden Rule which includes treating others (guests, vendors and team members) in the same manner we would like to be treated. Available to work flexible schedules. Provides support to General Manager through oversight of front desk duties and assignments. 

Duties and Responsibilities include the following. Other duties may be assigned as needed.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Greet all guests, vendors, and visitors professionally, and with a smile
• Monitor competitor hotel daily/weekly rates and coordinates (with General Manger) upcoming hotel rate adjustments 
• Monitor and maintain inventory (includes placing orders) for the hotel sundry shop
• Development of weekly front desk schedules and for approving front desk PTO requests
• Inspect guest rooms (if needed and requested by the General Manager or housekeeping supervisor)
• Assist with accounting issues that arise with guest invoices
• Assist with guest complaints and resolution of issues (as possible)
• Work the high-demand weekend shift (Saturdays and Sundays)
• Process guest check-in and check-out in accordance with hotel policy and procedures
• Make and confirm guest reservations
• Answer phone professionally and cordially
• Assist guests with special requests including room placement when possible
• Share hotel amenities and special features with guests
• Process all payment types e.g. charges, cash, checks, debit or credit cards
• Coordinate with Housekeeping Department to track room readiness and communicate guest concerns if necessary
• Ensure that all complaints regarding service and/or accommodations are investigated and resolved in a friendly and respectful manner
• Assist in completing required Front office reports
• Keep General Manager informed of any guest issues or concerns
• Report suspicious activity to General Manager and law enforcement when deemed necessary
• Follow and implement rules and regulations as per [brand] Standards
• Flexible to cover varying shifts, as needed

Requirements

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

High school diploma or general education degree (GED); or one to two years related experience and/or training; or equivalent combination of education and experience.

Language Ability:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Math Ability:

Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

Reasoning Ability:

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, use hands, reach with hands and arms, and talk or hear. The employee is frequently required to stoop, kneel, crouch or crawl and taste or smell. The employee is occasionally required to sit and climb or balance. The employee must occasionally lift and/or move up to 50 pounds. 

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EEO Statement

SRIM is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

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Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. The requirements listed in this document are the minimum levels of knowledge, skills or abilities required. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

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Employee signature below constitutes employee's understanding of the requirements, essential functions and duties of the position.