Description

Position Summary:

Manages all Front Desk operations to ensure outstanding guest service and financial profitability. Builds and manages teams effectively.

Duties & Responsibilities

• Manages all Front Desk operations including bell operation. Responsible for planning department goals and directing team members to achieve results. Provides guidance and direction to ensure overall departmental success.
• Participates in the hiring process by interviewing potential team members and selecting those that best meet staffing needs. Participates in management training. Follows all Human Resources policies. Ensures staff receives any required training or attends mandatory meetings.
• Monitors and develops team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations and delivering recognition and reward.
• Monitors and assesses service and satisfaction trends, evaluates, and addresses issues and makes improvements accordingly.
• Initiates and implements up-selling techniques to promote services and facilities to maximize room occupancy and overall revenue.
• Ensures team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events. Ensures staff is kept informed about policies and procedures.
• Resolves customer complaints and anticipates potential problems by reviewing and monitoring complaints, operational issues, business flow and team member performance to ensure high levels of customer satisfaction and quality. Notifies Management and/or Security of all unusual events, circumstances, missing items, or alleged theft.
• Ensure all guests are being treated in an efficient and courteous manner and that all Forbes standards are being applied.
• Responsible for the hiring, training, and direction of new department employees.
• Ensure all Front Desk quality standards are complied with and that policies and procedures are consistently applied.
• Work in conjunction with accounting to maintain and minimize levels of account receivables.
• Coordinate activities with other hotel departments to facilitate increased levels of communication and guest satisfaction.
• Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.

Qualifications

• High school diploma or general education degree (GED), or equivalent combination of education and experience. Bachelor’s degree in Hospitality Management desired.
• Two or more years related Front Desk experience and one year as Supervisor/Assistant Manager in similar setting.
• Requires ability to lead others in the department by mentoring and providing training that results in staff that meets/exceeds guest expectations and provides a high level of guest satisfaction.
• Requires general knowledge of accounting and bookkeeping transactions commonly used at comparable hotel or resort.
• Must have excellent customer service/communication skills to work with guests of various social, cultural, economic, and educational backgrounds for the purpose of resolving problems/complaints and providing a high level of guest satisfaction.
• Able to use mathematics to solve problems.
• Requires ability to use computers programmed with accounting software to record, store, and analyze information.
• Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Requires attention to detail.
• Must be able to solve problems and remain calm and alert if dealing with difficult guest, during busy activity periods or in an emergency.
• Must be able to speak, read, write, and understand English to understand instructions, safety rules, and communicate with guests.
• Able to work independently with minimal guidance and as part of a team.
• Completes all required training as scheduled.
• Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends, and alternate shifts.
• Must maintain a clean appearance and professional demeanor.