Front Desk Manager | Courtyard Seattle Sea-Tac Area

• Accountable for guest satisfaction by ensuring service standards are met and guests’ needs and concerns are responded to in a timely manner with a focus on service recovery when applicable.
• Works side by side with staff to train and model appropriate guest service standards.
• Responsible for holding staff members accountable for anticipating needs and exceeding guest expectations.
• Achieves business revenue goals by developing and implementing creative service programs designed to increase guest satisfaction.
• Serves as Brand Champion.
• Responsible for management of expenses to maximize hotel profitability.
• Responsible for effective labor management through proper scheduling, monitoring, and adjusting based on business needs.
• Seeks and implements cost saving measures and efficient purchasing strategies in order to meet/exceed budget for expenses.
• Follows CSM procurement guidelines and applies good business judgment.
• Assists with the preparation and management of the department budget.
• Manages and maintains company assets to stay within budget guidelines and prolong the life of company resources.
• Uses expertise to advise and implement changes to front desk operations as needed, while maximizing revenue and occupancy.
• Responsible for evaluating staff performance and takes appropriate corrective action as needed to hold employees accountable.
• Motivates staff by setting goals, providing ongoing feedback, and rewarding/recognizing employees.
• Responsible for interviewing, hiring, coaching, and development of all employees.
• Responsible for all required training for department employees and ensuring training records are maintained.
• Analyzes quality issues, identifies training needs and ensures implementation to improve results.
• Utilizes available resources and adheres to CSM training policies.
• Promotes collaboration and positive, professional work environment.
• Attends all daily, weekly and/or monthly department/hotel meetings to ensure proper communication/planning occurs.
• Responsible for all front desk initatives. Must have high attention to detail, good communication skills and leadership ability.
• Must have excellent organization skills, a high degree of creativity to facilitate efficient problem solving.
• Must be able to manage multiple priorities and work in an environment with frequent interruptions and tight deadlines Adheres to all CSM Standard Operating Procedures.
• Conduct routine inspections of front desk operations to maintain standards per CSM, local, state and federal regulations.
• Ensures a clean and safe work environment, and follows all CSM procedures for guest/employee incidents.
• Proactively manages hotel inventory and implements strategy to maximize revenue.

Rate: $80,000 - $82,000 annually

Competencies/Skills Required: 2 years of customer service and 1 years supervisory/management experience required. Must be detail oriented, have ability to communicate well with all levels within and outside the organization, and be able to problem-solve with employees and guests. Must be able to manage multiple priorities in a fast-paced environment. Demonstrates clear written and verbal communication skills.

Education: High school diploma or GED required, college degree or equivalent experience preferred.

Equal Opportunity Employer
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