Role Description:

The Front Desk Manager manages staff and day-to-day front desk operations including check-in/check-out and guest service. The Front Desk Manager manages responsibilities in alignment with senior management, Company policies and procedures, brand standards and local, state and national regulations. Responsible for quality service, meeting/exceeding financial and service goals, and managing within approved plans and objectives. Contributes to and recommends budget, capital expenditures, inventory controls, sales and business plans, and short/long term planning. Reports, investigates and resolves violations to internal controls, policies, procedures, standards and regulations.

What you will be doing

• Guest Satisfaction – Manage front desk service in compliance with policies, procedures, standards and regulations. Manage staff schedules to ensure adequate coverage while managing the department budget. Train and motivate associates to have positive and effective guest relations skills. Ensure staff compliance with all guest service basics such as uniforms, name tags and proper guest greeting. Ensure timely response to guest needs. Resolve guest complaints as appropriate to maintain guest satisfaction. Regularly review service scores to identify areas needing improvement and implement appropriate changes. Be knowledgeable on hotel facilities, services and the city to assist guests as appropriate.
• Leadership – Effectively and efficiently manage the staff, day-to-day operations and services. Keep abreast of brand standards and the competition's products and strengths to continually improve revenues and profit margins while maintaining quality. Use business/management knowledge, applications in the industry, and experiences to provide leadership, both internally and externally, to assist senior management in positioning the hotel as a market leader. Be a coach with a positive attitude on a daily basis. Implement, manage and comply with Company policies, practices and programs. Ensure compliance with brand standards and local, state and national regulations. Ensure optimal levels of quality service and hospitality are provided to guests.
• Communication – Ensure all communication containing Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations. Maintain a consistent professional and positive attitude when communicating with guests and associates. Maintain effective two-way communications that crosses departmental lines. Approach all encounters and actions with guests and associates in a friendly, service oriented manner. 

Skills and Abilities:

• Possess knowledge of front desk service, hospitality, business and basic accounting principles and practices.
• Possess organizational skills that result in accurate, timely and thorough work.
• Ability to effectively and efficiently manage daily operations and resolve operational problems.
• Ability to appropriately interview, hire, schedule, motivate, train, monitor and address staff performance.
• Possess strong listening, verbal and written communication skills with professionalism, diplomacy and confidentiality.
• Display consistent professional leadership while simultaneously handling competing and changing priorities and projects.
• Remain positive, resourceful and possess the ability to improvise while working in a fast-paced environment, sometimes under pressure. 

Benefits

We offer a highly competitive benefits package:

• Health, Dental and Vision Insurances
• Disability Insurances
• Supplemental Life Insurances (Employee, Spouse and Child coverage)
• Identity Theft Protection
• Matching 401(k)
• Flexible Spending Accounts
• Vacation, Sick time and Holidays
• AMAZING HOTEL DISCOUNTS to Marriott brand hotels and any hotel in the TPG portfolio!

• EEO/VET/DISABLED