Assistant Front Desk Manager- Hotel Magdalena

Organization

Hotel Magdalena.

We are seeking a Front Desk Manager to provide superior service in all guest interactions. The role will excel in telephone operations, reservations management, concierge services, and oversee all front desk operations.

• Ensure all employees adhere to dress code policies for their scheduled shift.
• Demonstrate a working understanding of labor cost control through effective scheduling and proactive management.
• Develop departmental objectives, budgets, policies, procedures, and strategies.
• Perform personnel actions such as hiring and disciplinary action, in coordination with Front of House Manager and other managers as necessary.
• Train and supervise Front Desk staff, including holding staff accountable for performance through regular evaluations.
• Work closely with Human Resources to maintain awareness of documentation needed and retained in employee files.
• Ensure all guests receive indulgent service through guest name recognition, concierge services, flawless check-in and out procedures, etc.
• Help oversee the VIP program and overall guest experience (GEM); oversee subsequent training of team members who support this effort.
• Ensure the accuracy of hotel guest reservations and group reservations (rates, dates of stay, room types, VIP amenities, billing instructions, etc.).
• Maintain a thorough understanding of the Property Management System.
• Maintain knowledge of all property services and amenities.
• Ensure all calls are answered in a courteous, professional, and efficient manner.
• Manage and approve Front Desk Staff timecards to include data entry of departmental schedule, historical tracking, and checking for accuracy to meet payroll deadlines.
• Maintain accuracy with all accounting and billing and end-of-month procedures.
• Process all Travel Agent commissions.
• Act as the point of contact for guest complaints and concerns in the absence of the Front of House Manager.
• Resolve customer complaints regarding Front Office operations as well as assist all departments with customer complaints regarding billing issues.
• Ensure immediate response is given to all guest comments and concerns and inform the supervisor of concerns and assist in implementing corrective action.
• Support and help fulfil retail orders and keep lobby store clean and organized.
• Be part of the Manager on Duty program.
• Maintain a high level of cleanliness and safety in the work area and uphold housekeeping standards.
• Maintain open lines of communication across all departments with staff and management via email, logbooks, and meetings to ensure hotel needs are met.
• Maintain an increased awareness of safety issues throughout the property.
• Attend relevant meetings.
• Ensure open lines of communication with staff, all departments and upper management at all times via email, logbooks, meetings, etc., to ensure all needs of the hotel are met.

Based upon fluctuating demands of the operation and to exceed customer expectations, it may be necessary to perform a multitude of different functions not specifically related to this position. This person may be expected to perform other tasks and duties as needed or as directed. Furthermore, employee responsibilities and job descriptions are subject to review and revision.

• Two (2) years front desk related experience in the hospitality or service industry.
• Front Desk and/or housekeeping experience required.
• High School diploma or GED. College degree preferred.
• Attention to detail.
• Excellent verbal, written, and graphic communication and interpersonal skills.
• Strong organizational skills.
• Ability to speak, read, write, and understand the primary language(s) of the workplace.
• Ability to speak effectively before groups of co-workers and sister property staff.
• Ability to create documents in Excel and Word.
• Ability to understand Property Management Systems and other programs.
• Bilingual preferred.

• Medical, Dental, Vision, 401(k) with company match.
• Free room nights, discounted and Friends & Family Room Rates.
• Generous Paid Time Off.
• Work-life benefits including wellbeing initiatives such as a complimentary Headspace subscription.
• Discounts at various retailers ‑ Apple, AT&T, Verizon, Headspace, and many more.

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.