Job Summary

Manage the daily operations of the front desk by providing support to front desk staff and assisting with any guest challenges.

Key Responsibilities:

• Assist the Front Office Manager with the daily operation of the Front Desk, coordinating with other departments as required to manage Guest satisfaction. Assist with the day-to-day operation of the Front Desk by ensuring staffing, service and financial standards are met. Prepare any relevant reports or documentation as needed.
• Ensure the day-to-day operation of the Front Desk meets AAA 5-Diamond, and PLATINUM SERVICE standards at all times by working along side colleagues on a regular basis.
• Participate in the Rooms Division daily Manager on Duty schedule rotation and become part of the Lobby Greeter rotation.
• Attend management meetings and those that relate to the Front Desk.
• Responsible for the day of rooms inventory control, effective blocking of reservations to maximize occupancy, rate and guest satisfaction, along with coordinating future days inventory control.
• Handle guest compliments, complaints and concerns in an appropriate fashion to ensure guest satisfaction and fiscal responsibility.
• Assist with preparing staffing schedules, training of current and new colleagues, maintaining department payroll reports, vacations, holidays, sick leave and absence records.
• Assist with interviewing candidates for all Front Desk job openings; conduct Performance reviews, and performance manage as required, with supporting documentation.
• Ensure appearance standards are maintained at the Front Desk along with other Employee rules, regulations and policies.
• Ensure the accuracy of 5 & 10 day VIP reports or any other reports generated from the Front Office.
• Manage the PLATINUM SERVICE program, coordinating same day arrivals
• Review Group Resumes, VIP Alerts, Site Inspections and arrival and departure manifests to ensure consistent service standards.
• Consistently reviewing guest information on guest folios and reservations, reviewing scheduled/un-scheduled departures and stay-overs, while monitoring the accuracy of room counts and inventory levels.Control stock inventory levels, monitor workstations for cleanliness and organization at the Front Desk and in the back office areas.
• Become fully trained for: fire, bomb threat, power failure, serious illness, death, and natural disasters, along with other Manager on Duty responsibilities.
• Any other duties that may be necessary in the operation.

Preferred Qualifications:

• 2 or 4 years college degree preferred.
• Excellent communication skills, both written and verbal.
• Must possess necessary management skills to include problem solving, decision-making, leadership, organization, planning, initiative, enthusiastic attitude towards customer service and a commitment to a team environment.
• Be flexible concerning scheduling needs and requirements including evenings and weekends.