Front Desk Manager

Front Desk Manager - Cadillac Hotel & Beach Club

Manage front desk operations to ensure staff meet company operational standards while providing the highest level of guest service.

• Interview, select, train, schedule, coach, and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.
• Oversee all front office operations in the absence of the Assistant General Manager.
• Remain an active participant at the front desk, including checking in/out guests, preparing bills, and handling guest requests.
• Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions.
• Respond to brand Guest Alerts for resolution as needed.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Participate in lobby ambassador and other activities related to interacting with guests on an individual level. Thus, creating a relationship and culture that will result in repeat stays.
• Assist in hotel food and beverage when needed, where applicable.
• Assist in the monitoring of front office financial operations and ensure front office compliance with accounting controls and procedures.
• Assist in the development, implementation, and monitoring of daily, weekly, monthly, and annual department-wide budgets and forecasts.
• Review correspondence from guests and incident logs; direct staff according to the information obtained.
• Review all brand correspondence for updates to procedures and standards, and ensure all is communicated to the staff.
• Ensure front office supplies and merchandise for the gift shop and or market are fully stocked, and inventory is maintained.
• Work with the Sales office to ensure group resumes and group rooming lists are inputted and maintained.
• Monitor occupancy of guest room space to ensure the most efficient use and minimize overbooking.
• Follow sustainability guidelines and practices related to HHM’s Earth View program.
• Practice safe work habits, wear protective safety equipment, and follow MSDS and OSHA standards.
• Perform other duties as requested by management.

• Associate’s or Bachelor’s degree preferred.
• 1 to 3 years of hospitality-related experience, including front desk operations experience.