The property is transitioning to an upscale, full-service, boutique resort. The new concept will rely heavily on the atmosphere of the front desk experience. As the department’s leader, the Front Desk Manager is responsible for participating in the creation and maintenance of this arrival, stay and departure experience by ensuring outstanding front desk service for guests. The individual demonstrates and promotes SRHM’s core value of the Golden Rule every day, which includes treating others (guests, vendors and team members) in the same manner he/she would like to be treated. Must be available to work flexible schedules, as this is a manager-level position. 

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

• TRAINING. TRAINING. TRAINING. This is #1 on the list. The purpose for this position is to train all front desk staff in proper procedures, appearance and etiquette for a “boutique-caliber” experience. Manners. Poise. Attentiveness. Friendliness. Accuracy. Professionalism. Attention-to-detail. Salesmanship. Knowledge of the property, brand and area. Making guests feel welcome and inspired.

• Responsible for participating in the interview and selection process, and for joint-approval (with GM) of all front desk staff at the property

• Train all front desk staff on the proper procedures and etiquette for greeting all guests, vendors, and visitors professionally, and with a smile… as well as how to answer phones professionally and cordially

• Monitor competitor hotel daily/weekly rates and recommend (to General Manger) upcoming hotel rate adjustments 

• Development of weekly front desk schedules and for approving front desk PTO requests

• Assist with accounting issues that arise with guest invoices

• Assist with guest complaints and resolution of issues (as possible)… Ensure that all complaints regarding service and/or accommodations are investigated and resolved in a friendly and respectful manner… Keep General Manager informed of any guest issues or concerns… Train all front desk staff on proper procedures and professionalism for managing guest issues

• Work the high-demand weekend shift (Fridays, Saturdays and Sundays)… Flexible to cover varying shifts, as needed

• Train all front desk staff on the proper procedures and etiquette for making and confirming guest reservations

• Train all front desk staff on the proper procedures and etiquette for guest check-ins and check-outs in accordance with hotel policy and procedures… as well as assist guests with special requests, including room placement, when possible

• Train and monitor all front desk staff on proper sharing of hotel amenities, features, special activities and events with guests and prospects

• Process all payment types e.g. charges, cash, checks, debit or credit cards, and ensure that all front desk staff is thoroughly trained to handle all payment types

• Coordinate with Housekeeping Department and Maintenance Team to track room readiness and communicate guest concerns, if necessary

• Responsible for managing the evaluation and disciplinary process (with GM supervision and approval) of all front desk staff

• Assist in completing required Front office reports

• Report suspicious activity to General Manager and law enforcement when deemed necessary

• Follow, implement and train all front desk staff on rules and regulations as per [brand - - existing and new] Standards

• Train, supervise and monitor money-handling process for all front desk staff and shifts.

Qualifications:

The qualified individual will have a background of experience at a full-service resort and/or boutique hotel, and 3 years of experience in a front desk capacity in that category. Management experience at the front desk is a plus.