Front Desk Manager

Job Title: Front Desk Manager

Directly reports to: GM

Pay structure: Salary

Job Summary: Managers all duties of the front desk operation, including reservations and guest services. Responsible for staff training, inter-department communications and staff scheduling; responsible for covering shifts if front desk staff is unable to or no other staff can cover the shift. Responsible for covering a few desk shifts per week; particularly in the off-season months. Maximizes revenue through cost control and proper front desk techniques.

Job Duties:

· Acts in a professional manner and with mature leadership skills.

· Hires, trains, and coaches (educate and discipline) staff. Determines work procedures and prepares work schedules at a minimum, (2) weeks in advance to ensure the smooth operation of the front desk.

· Empowers front desk staff to successfully handle guest needs, special requests, and complaints. Ensures all guest service issues are resolved prior to the guest leaving the property.

· Trains front desk staff on proper revenue management procedures, including successful selling techniques, current specials and/or promotions and following/using rate structures.

· Strives to be innovative in new program designed to eliminate waste and increase productivity.

· Performs administrative and financial duties such as reservation vs. stay regarding commissions, credit card reversals, rooming lists if they need updated, and office supply inventory.

· Manages departmental expenses within budgeted guidelines.

· Keep desk and staff prepared for electrical and internet outages.

· Performs other duties as assigned.

Qualifications:

· High school diploma or equivalent.

· Superior customer service and public relations skills.

· Excellent organization and time management skills.

· Ability to communicate clearly and effectively with customers, co-workers, and managers.

· Knowledge of Microsoft office, Internet, and property management systems.

· Ability to work flexible schedule, including weekends and holidays.

Front Office Manager Daily Checklist

· Monitor and respond to guest reviews on Medallia, Expedia, Booking.com, Google, and YCS/Agoda.

· Check availability daily - Look for days that we are close to or almost sold out. Try To make sure that we have at least 2-3 emergency rooms on those days. If days are below 10 rooms, close out the online booking on MemberWeb.

· Check Group blocks on the availability to make sure that no rooms are still being held on the day you are checking to make sure that we can sell that room. It will not show as an available room to sell in the regular inventory if it is still blocked in the group.

· Update Group rooming lists accordingly and there is payment on file.

· Check bus tours coming in (a couple weeks in advance if possible) to double check that the rooming lists have been put in and that if there are a lot of rooms left over after the rooming list has been entered in, speak to groups sales manager to release those rooms to be in regular inventory. Also make sure that on days that we are almost sold out that they have at least one extra room for each bus coming in incase there are any errors on the rooming list or something wrong with the rooms. Also, double check to make sure the rooms are assigned (hopefully in the same building). Check for special requests and try to accommodate all of them.

· Regularly check supplies and inventory to ensure we do not run out of anything. Check your inventory of key cards/envelopes/guest amenities etc. and order if necessary. Keep a list.

· Uphold a pristine and clutter-free environment at the desk and in the lobby.

· Check reservations with Booking.com and Expedia.com and other OTA’s to make sure that the reservations are in our system for the day. You can do a search for reservations coming in by date.

· Ensure compliance with all daily deposits, cash drawer, and daily logs.

· Ensure compliance with all direct bill accounts and keep current. Specifically, CLC, BW Internal and individual folio authorizations.

· CLC NEEDS TO BE MANAGED ON A WEEKLY BASIS.

· Monitor tax exempt reservations and ensure the proper documentation has been received for exemption to apply.

· Review chargeback claims and submit documentation in a timely manner.

· Make sure you are up to date on any current promotions that are going on and make sure your staff is trained on the details of how they are earned etc.

· Check emails and voicemails regularly and respond in a timely manner.

· Keep FD staff up to date with communications via work chat group

· Make sure we are doing all BWR requirements, recognize, waters, points, sign-ups, upgrades when available, etc.

· Check MemberWeb daily for any complaints (Big Red C) and respond to any of those as needed. Sometimes they just need an acknowledgment that you have read and are aware of the issue.

· Review and suggest rate change as necessary on a daily basis for maximum occupancy and revenue. (Lower rate to increase occupancy or increase rate on days you know we will sell out to increase revenue)

· Participate actively in the revenue calls.

· Double Check reservations to see if there are any duplicates. Call incoming guests if there is a question about their reservation to try and avoid any confusion at check-in.

· Make sure that the Canary website is up and running and all the early check-ins are being handled.

· Read and keep up on daily chat to see if there are any issues that you need to address. Ensure room assignments meet guest needs and preferences.

· Check CRS button on reservation for special requests and try to accommodate them.

Other Responsibilities:

· Make sure all FD staff is up to date on their training in Online Learning on MemberWeb.

· Make sure all staff know how to enter in corporate rate for current rate agreements (make sure seasonal rates are being changed on reservations) and ask guest if they are here on business. If no rate is set up get the company info and pass on their information to the sales department.

· Make sure staff is trained on what each rate code is and which ones they are allowed to use.

· Keep proper WRITTEN documentation on all conversations for employee file; this needs to be documented in a TIMELY MANNER.

· Get your required FOM training done in Online Learning on MemberWeb.

· Stay familiar with the “WE CARE CLEAN” training information and policy. Be sure it is implemented into the front desk staff training. Recognize guests’ pets and their names – have some fun with this.

· Ensure that the FD staff assist the HSK team in getting these guest rooms ready for pets with arrival bags, treats, etc.

· Celebrate guest special occasions, birthdays, anniversaries, weddings, babies, etc. Celebrate employee special occasions as well!

Job Type: Full-time

Pay: From $45,000.00 per year

Work Location: In person

Salary : $45,000