Senior Front Desk Manager

TWA Hotel The Senior Front Desk Manager

The Senior Front Desk Manager will be responsible for the management of all Front Desk functions and team members. This role directs, implements, and maintains a service and management philosophy that serves as a guide to respective team members.

Responsibilities include:

• Encouraging and building mutual trust, respect, and cooperation among team members
• Developing specific goals and plans to prioritize, organize, and accomplish work
• Handling complaints, settling disputes, and resolving grievances and conflicts
• Participating in department meetings and continually communicating a clear and consistent message regarding the Front Office goals to produce desired results
• Observing staffing levels to ensure that guest service, operational needs, and financial objectives are met
• Supporting and training team members on adherence to all credit policies and procedures to reduce bad debts and rebates
• Promoting same day selling procedures to maximize room revenue and occupancy
• Understanding the impact of Front Office operations on the overall hotel success
• Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed
• Encouraging team members to provide excellent customer service within guidelines
• Interacting with guests to obtain feedback on product quality and service levels
• Identifying the developmental needs of team and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
• Utilizing interpersonal and communication skills to lead, influence, and encourage others
• Advocating sound financial and business decision making
• Demonstrating honesty and integrity, leading by example
• Establishing and maintaining open, collaborative relationships with team members
• Ensuring recognition of team members is taking place across areas of responsibility

Requirements include:

• High school diploma or equivalent
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major preferred
• Previous Front Office management experience is required
• Excellent verbal and written English communication skills, second language helpful
• Ability to access, retrieve, and leverage information from the hotel PMS system
• Ability to multitask and prioritize
• Excellent problem solving and creative thinking skills
• Ability to maintain the confidentiality of information
• Strong leadership and communication skills
• An aptitude for self-motivation
• A can-do attitude and a hands-on approach
• Strong computer skills
• A flexible schedule that allows availability days, nights, holidays, and weekends based on the demands of the hotel
• Effective listening skills to understand and clarify concerns from team members and guests