Front Desk Manager - Home2 - Liberty, MO

The following job description lists key front desk responsibilities in addition to being proficient in front desk operations. As front desk manager you and the team must represent management in a professional way to guests and visitors to the hotel. This you must demonstrate good leadership, organizational and supervisory skills to be able to handle all guest and employee issues and concerns. Additionally, you are entrusted with rooms operations professionally, safely and making it a pleasant working place for your employees.

Responsibilities-

Guest Services -

• Greet and assist guests upon arrival and departure with a warm and professional demeanor.
• Handle guest inquiries, requests, and concerns promptly and courteously.
• Ensure a smooth check-in and check-out process, maintaining accuracy in reservation and billing systems.
• Handling guest service complaints in a timely manner
• Maintaining guest scores 80% and above
• Make sure employee smile and greet, use the 10-4 rule and go above & beyond
• Schedule service training refreshers once a month and include it with monthly meetings.
• Be fluent with the handbook and employment policies and procedures.
• Train all new hires and other employees in their positions
• Conduct regular employee evaluations and promote teamwork
• Schedule additional training sessions for check-in and reservations procedures
• Enforce uniform and name tag rules
• Complete weekly work schedules based on forecasted rooms occupancy

Staff Management -

• Supervise and lead the front desk & breakfast team, providing guidance and training as needed.
• Create and maintain staff schedules to ensure adequate coverage during peak hours.
• Conduct regular performance reviews and address any performance issues in a timely manner.
• Communication with all staff department managers is clear & concise
• Meet and follow up on assignments with housekeeping, maintenance and breakfast host

Operations -

• Oversee day-to-day front desk operations, including but not limited to room assignments, key control, and cash handling.
• Collaborate with housekeeping and maintenance teams to ensure rooms are ready for guest arrival and promptly address any issues.
• Monitor and manage room inventory to maximize occupancy and revenue.
• Ensuring all groups that are expected to arrive the day or arrival is entered into the system and communicated with the staff properly

Customer Satisfaction -

• Monitor guest feedback and reviews, addressing any issues or concerns to ensure a positive guest experience.
• Implement and maintain high standards of service to exceed guest expectations.

Qualifications:

• Proven experience in a front desk or guest services role within the hotel industry.
• Strong leadership and interpersonal skills.
• Excellent communication skills, both verbal and written.
• Ability to handle challenging situations with a calm and professional demeanor.
• Proficient in hotel management software and Microsoft Office Suite.
• Exceptional organizational and multitasking abilities.
• Meet brand standards requirements and comply with safety and sanitation rules.
• Dress in business attire projecting a professional appearance.
• Lead by example and make yourself available to guests and associates.
• Take-on important tasks and delegate others based on subordinate’s capabilities.
• Prepare action plans for deficiencies in GSS, QA, cleanliness, and condition.
• Complete assignments, and tasks before their due dates
• Communicate changes, announcements and need-to-know subjects to employees
• Schedule service training refreshers once a month and include it with monthly meetings.

Responsibilities

• Attend revenue meetings as required
• Attending sales meetings and pursuing leads and asking for more business in each segment.
• Shop the competition 2-3 times a day and adjust your rates as needed
• Complete daily revenue reviews, rate shopping and update strategies
• Analyze star reports and study competitive hotel strategies.
• Review demand and regrets and update revenue strategies to maximize revpar.
• Direct bill LNR and group accounts after departure daily
• Implement Guest Request log and Call back logs
• Implement the usage of Quore
• Collect and post payment to extended stays on the 8 day of their stay

Compensation and Benefits:

• $18-$19/Hour BOE
• Employee discounts after 90 days of employment

Potential for growth within the company

Job Type: Full-time

Pay: $18.00 - $19.00 per hour

Expected hours: 40 – 50 per week

Benefits:

• Employee discount

Schedule:

• 10 hour shift
• 12 hour shift
• 8 hour shift
• Day shift
• Evenings as needed
• Evening shift
• Every weekend
• Holidays
• Monday to Friday
• Morning shift
• Night shift
• On call
• Overnight shift
• Weekends as needed

Work setting:

• In-person

Work Location: In person