Front Desk Manager

We are seeking a leader for our Front Desk Manager position at the Staybridge Suites Denver International Airport! Come join our award winning, successful and happy team!

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.

Proficient on Microsoft Office and brand internet platforms

Excellent customer service…