Job Overview

The Front Desk Manager is responsible for the daily operation of the Front Desk and acts as the main contact for guests and other hotel departments.

Ensures an efficient guest registration, check out and telephone service. Ensures front desk agents are completed in accordance to established policies and procedures.

Assists in the training and hiring of Front Desk Agents.

Responsibilities

• Ensure guest arrival and departure procedures are accurately followed in a smooth and timely manner.
• Control cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.
• Assist and make recommendations to the Assistant General Manager in the areas of conducting performance evaluations, discipline and terminations as appropriate.
• Coordinate guest service efforts to include group arrivals and departures, and guest transportation, while maximizing the guest experience through top quality customer service.
• Coordinate activities and foster good relations with our valet and taxi services.
• Provides information and assists staff in recommending area restaurants, theaters, community events, activities, etc., to ensure optimum guest satisfaction.
• Follow-up on any complaints or problems a guest may experience in a timely and professional fashion to ensure a quality guest experience.
• Implement emergency training and procedures to ensure appropriate protection of the hotel’s guests, staff and company assets.
• Ensure all Front Desk Associate duties are completed daily.

Qualifications

Education / Formal Training

High School diploma or equivalent

Experience

Minimum two years previous experience as a front desk supervisor or minimum of four years front office experience in hotel work.

Knowledge / Skills

• Requires working knowledge of guest services and hotel services, policies or operations.
• Must have high school graduate level mathematical aptitude; know standard cash handling procedures and knowledge of computerized cash register systems.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.

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

• Ability to read written forms of communication and monochrome computer screen.
• Excellent comprehension and literacy required to review correspondence, initiate reports, conduct training, etc.
• 90% of shift is standing, Bending / kneeling - repeated bending and kneeling required while filing,
• Mobility - must be able to reach all areas of hotel to assist clients.
• Occasional standing.
• Occasional carrying and lifting of files and office items up to 25 lbs.

Environment

Work inside 95%Material / Equipment used. Prolonged standing at indoor, thermostatically climate-controlled workstation.

Benefits

• Sage Hotel Discounts across the US
• SRC Restaurant Discount
• Medical, Vision, & Dental Insurance
• Hilton Discount
• Referral Bonus Eligible
• Access to the Sage Savings Spot (Beneplace)

Last updated : 2024-05-23