Front Desk Manager

POSITION SUMMARY

The Front Desk Manager is critical to the universal success of the operations team. Primary responsibilities include but are not limited to ensuring consistent results that contribute positively to the success of the hotel and the department. These results will be obtained by accomplishing performance objectives linked to established revenue expectations, business effectiveness and delivering exemplary customer service. This position sets the tone for the entire guest experience and impacts the hotel’s branding efforts.

SUMMARY OF RESPONSIBILITIES

• Works side by side with front desk associates to ensure efficient guest registration, checkout, telephone service; and ensuring the overall guest experience meets the Brand Standards and SREE Hotel guidelines
• Works with the hotel AGM and GM to achieve and exceed guest satisfaction scores in all areas of the enterprise. Address any training or performance deficiencies in this area immediately
• Responsible for ensuring that the Front Desk is in compliance with all systems, control policies and procedures
• Carry out managerial responsibilities in accordance with the SREE hotel’s policies, procedures and applicable laws; remain BSA/QA ready daily
• Drive team performance within GSS and GXP– Meeting all required thresholds set by Marriott and SREE.
• Act as a point of contact for guest feedback and complaints, striving to resolve issues in a timely and satisfactory manner.
• Respond to all guest reviews through GuestVoice/Kipsu/SALT and ALL social media platforms within 72 hours.
• Maximize room revenue and occupancy by reviewing daily financial reports. Analyze rate variance, monitor high balance guest and initiate appropriate action. Maintain continuous observation of the daily house count. Monitor available house inventory / selling status daily
• Review Front desk electronic pass-downs and track guest feedback surveys daily in addition to maximizing usage of the guest response tracking system; respond online within 72 hours of the notification without exception
• Ensure required reports are created and published in a timely manner; and of a quality that can be shared with senior management and corporate officers
• Supervise the training of all Front Desk employees and motivate them to perform their jobs effectively
• Checks cashiers in and out and verifies banks and deposits at the end of each shift. Enforces all cash-handling, check-cashing, and credit policies
• Develop and maintain open lines of communication within the department and with other departments within the property
• Schedule staff to reflect daily occupancy and make sure the schedule is concurrent with the arrival and departure pattern
• Participate in disciplinary action, coaching and counseling sessions and related personnel issues
• Updates group information. Maintain, monitors, and prepares group operational requirements based on the group’s BEO. Confirms and relays information to appropriate personnel

QUALIFICATIONS

• Minimum of 4 years of Hotel Front Desk experience, including at least 2 years in a supervisory position
• Previous Front Desk Manager/Operations Manager experience is preferred 
• Experience using hotel reservation system such as FOSSE or OnQ is a plus
• Bachelor’s degree (B.A.) from four-year college or university; or two-year college degree or two years related experience or equivalent combination of education and experience  
• Organization skills and attention to detail
• Friendly and customer service oriented
• Good interpersonal and problem-solving skills
• Ability to work weekends is required
• 1st, 2nd, 3rd shift flexibility is required

JOB SETTING AND PHYSICAL DEMANDS

Employees in this position work primarily indoors.  To perform the job successfully the candidate must be able to use a computer and other standard office equipment, talk to customers on the phone, and maintain a calm attitude when dealing with customer issues. Employees must also be able to walk and stand for long periods of time. Fluency in the English language and the ability to speak, hear, read and write are required as is the ability to work any hours/days of the week necessary to meet business requirements.

DISCLAIMER

This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered under the Americans with Disabilities Act) expected of people assigned to this position.  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.   All employees may be required to perform activities outside of their normal job responsibilities from time to time as needed.

EOE - All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, disability or veteran status.