Front Desk Manager

JOB SUMMARY

Entry level management position that is responsible for leading and assisting with the successful completion of daily shift requirements. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Strives to ensure guest and employee satisfaction and achieve the operating budget. Assists in completing financial and administrative responsibilities.

CANDIDATE PROFILE

Education and Experience

* High school diploma or GED; 1 year experience in the guest services, front desk, or related professional area.

OR

* 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES

Supporting Management of Front Desk Team

* Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

* Encourages and building mutual trust, respect, and cooperation among team members.

* Serves as a role model to demonstrate appropriate behaviors.

* Understands employee positions well enough to perform duties in employees' absence.

* Handles employee questions and concerns.

* Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.

* Supports daily Front Desk shift operations.

Supporting Progress Toward Guest Services and Front Desk Goals

* Supports day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

* Develops specific goals and plans to prioritize, organize, and accomplish your work.

* Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

* Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.

* Strives to improve service performance.

* Observes staffing levels to ensure that guest service, operational needs and financial objectives are met.

* Supports training of staff on adherence to all credit policies and procedures to reduce bad debts and rebates.

* Supports same day selling procedures to maximize room revenue and property occupancy.

* Understands the impact of Front Desk operations on the overall property financial goals and objectives.

Ensuring Exceptional Customer Service

* Provides services that are above and beyond for customer satisfaction and retention.

* Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

* Sets a positive example for guest relations.

* Encourages employees to provide excellent customer service within guidelines.

* Handles guest problems and complaints seeking assistance from supervisor as necessary.

* Interacts with guests to obtain feedback on product quality and service levels.

Supporting Projects and Policies

* Supports implementation of customer recognition/service programs, communicating and ensuring the process.

* Assists in the review of comment cards and guest satisfaction results with employees.

* Ensures employees have the proper supplies and uniforms.

* Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.

Supporting Handling of Human Resource Activities

* Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

* Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.

* Provides feedback to individuals based on observation of service behaviors.

* Participates in an ongoing employee recognition program.

* Supports training when appropriate.

* Participates in the employee performance appraisal process.

Additional Responsibilities

* Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

* Analyzes information and evaluating results to…