Hotel Front Office Manager (55171)

Providence Hospitality Partners is based in Denver, Colorado, and founded in 2002. We strive to operate hotels where every guest wants to stay, every associate wants to work, and every investor wants to own. We encourage and support each associate to achieve clearly defined objectives, and we pursue a proactive position to enhance the wellbeing in our communities. We provide a corporate culture that values teamwork, a strong work ethic, service to others, and personal balance.

SUMMARY: The Front Desk Manager manages and coordinates the operations and activities of the front desk and lobby area and staff to achieve customer satisfaction, quality service, and compliance with established procedures/policies.

DUTIES AND RESPONSIBILITIES:

• Organizes, directs, and monitors daily activities of front desk agents in duties and responsibilities of front desk, concierge, bell/valet, security, and night audit services
• Be a brand ambassador; know and represent the Indigo brand story, local information and be inappropriate uniform at all times
• Directs, implements, and maintains service standards
• Maintains complete knowledge at all times of daily house count, expected arrivals/departures, scheduled in-house group activities, all room rates, special packages, and promotions; communicates information to appropriate staff
• Monitors guest registration, check-out, and telephone service
• Develops, implements, and monitors department budget; manages expenses within approved budget constraints
• Develops, implements, and maintains programs/processes to enhance guest satisfaction and ensure front office operations are efficient and profitable
• Performs front desk agent responsibilities as needed to process guests expediently including but not limited to checking guest into hotel, responding to guest questions, resolving guest problems/complaints, answering telephone, making guest reservations, and checking guests out of hotel
• Ensures that guests’ needs are fulfilled, and their stay is as pleasurable as possible; assists with dining, entertainment, or transportation reservations as needed
• Assists front office staff with resolution of guest problems/complaints as needed
• Possesses and maintains thorough knowledge of hotel services, facilities, and policies and area’s attractions
• Monitors social media and travel sites for response and trends
• Prepares accurate and timely reports as required
• Hires, trains, supervises, motivates, and develops front office staff; manages schedules and workflow
• Assigns duties and monitors quality of work; assures staff conforms to organizational policies and procedures and safety regulations
• Provides day-to-day guidance and oversight of subordinates; actively works to promote and recognize performance
• Keeps up to date on overall activities of the team, identifying problem areas and taking corrective actions
• Performs other related duties as assigned by management

SUPERVISORY RESPONSIBILITIES:

• Directly supervises employees within the department(s)
• Indirectly supervises employees within the department(s)
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

QUALIFICATIONS:

• Proven leadership and business acumen skills
• Demonstrated proficiency in supervising and motivating subordinates
• Basic competence in subordinates’ duties and tasks
• Good judgement with the ability to make timely and sound decisions
• Excellent written and oral communication skills. Bilingual skills a plus.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Acute attention to detail.
• Strong organizational, problem-solving, and analytical skills.
• Ability to manage priorities and workflow.
• Computer skills allowing proficiency on Microsoft Office and brand internet platforms
• Excellent customer service skills.
• Ability to understand and follow written and verbal instructions
• Professional appearance and demeanor.
• Ability to effectively communicate with people at all levels and from various backgrounds.

EDUCATION AND EXPERIENCE:

• Bachelor’s degree or equivalent preferred
• Four years of front desk related experience or equivalent

COMPETENCIES:

• Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Teamwork--Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Managing People--Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services; Continually works to improve supervisory skills.
• Ethics--Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Organizational Support--Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values.
• Professionalism--Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Continually required to stand, walk, bend, and reach
• Continually required to utilize hand and finger dexterity to operate a keyboard and office equipment
• Occasionally required to lift/push/carry items up to 25 lbs.

SALARY: $20.00 - $23.00 an hour based on experience

BENEFITS:

• Medical, Dental, and Vision Insurance
• Voluntary Short-Term and Long-Term Disability
• Company paid Basic Life and AD&D Insurance
• 401(k) with Company match
• Paid Time Off and State required sick pay
• 8 Paid Holidays
• Hotel brand discounts

Salary : $20 - $23