Front Desk Manager

Front Desk Manager

Location:

Home2 Suites by Hilton - Denton, TX

The Front Office Manager is responsible for overseeing the daily operations of the front desk/office, ensuring exceptional guest service standards are consistently met. This role supervises the front desk team members during assigned shifts and performs duties in a professional, efficient, and service-focused manner to create a positive and memorable guest experience. In addition to front desk oversight, this position may also include direct supervision of the complimentary breakfast and food & beverage team, ensuring service standards, cleanliness, and operational efficiency are maintained across these areas.

The Front Office Manager supports overall hotel operations by fostering teamwork, accountability, all while delivering first-class guest service.

Essential Responsibilities:

• Supervises the front desk team (may also include the comp breakfast and F&B team), including recruiting, hiring, performance evaluations, training and development, and progressive discipline.
• Maintains OHM and brand standards of service quality, ensuring that all guest needs are met and provide with world-class guest service.
• Achieves budgeted revenues and expenses and maximizes profitability related to the guest services department.
• Liaison with all departments including housekeeping, F&B, sales, and engineering.
• Contributes to the profitability and guest satisfaction perception of other hotel departments.
• Attends and participates in property revenue meetings ensuring revenue maximization and profit in all areas.
• Develops short-term and long-term financial and operational plans for the front desk department which relate to the overall objective of the hotel.
• Actively participates in the hotel's sales efforts.
• Collaborates on the creation, management and operation within property budget and expense plans.
• Increases level of guest satisfaction by delivery of an improved product through team member development, job engineering and quality image.
• Manages Front Office operations to ensure maximization of Rev Par and overall profitability.
• Maintains procedures for cash, credit control and handling of financial transactions.
• Maintains procedures for security of monies, guest security and emergency procedures.
• Collaborates with leadership team on reputation management, providing a timely response to guest reviews and concerns.
• Schedules team according to labor standards and forecasted occupancy.
• Ensures team is properly trained according to OHM and brand standards to provide world-class guest service.
• Supports team member recognition and engagement programs.
• Manages in compliance with local, state and federal laws and regulations.
• Reports to work for scheduled shift, on time and in uniform in accordance with company policy.
• Knows and complies with all company policies and procedures pertaining to this position and its duties.
• Takes the initiative to greet guests in a friendly and warm manner.
• Embraces O'Reach, Green Team, Guest Service, Team Member Satisfaction, Health & Wellness, and Safety culture.
• Performs other duties and responsibilities as required or requested.

Skills & Abilities:

• Strong leadership, management, organizational and communication skills.
• The ability to spot and resolve problems efficiently.
• Excellent verbal and written communication skills.
• The ability to deliver results.
• The ability to work well with, as well as motivate, a variety of personality types and maintain tact and diplomacy throughout all interactions.
• The ability to multitask and prioritize.
• Experience with relevant brand-specific PMS.
• Have computer skills to include Microsoft Word, Microsoft Excel, etc.
• Presenting professionally and persuasively to individuals and team members.
• Demonstrating sound knowledge of all aspects of the hotel and services offered.
• Use analytical skills for measuring business potential and value to the hotel.
• Interact with all levels of customers and hotel management.
• Being comfortable with the high level of visibility and the leadership role with the hotel and community.
• Able to work under pressure

Education & Experience:

• Associates or bachelor's degree in hospitality management, management, or business.
• Two-year supervisory experience, one-year line level experience, OR an equivalent level of education and experience preferred.

Physical and Environmental Requirements:

• Must be able to stand and walk for extended periods of time, up to 8 hours per shift.
• Frequent use of hands and fingers to operate office equipment, including computers, phones, and POS systems.
• Ability to communicate effectively in person and by telephone.
• May occasionally need to lift, carry, push, or pull items weighing up to 40 pounds (e.g., office supplies, small packages, breakfast or lobby supplies).
• Ability to bend, stoop, kneel, and reach as needed.
• Must be able to respond quickly to guest or operational needs, including emergency situations.

Work is primarily performed in a hotel front office environment with moderate noise levels. The…