Front Desk Manager

JOB DESCRIPTION SUMMARY

Directly manage all aspects of the Ormond Beach Front Desk Department. This is achieved by planning, coordinating and overseeing the Front Desk staff in daily operations.

• Responsible for the daily operations of the Front Desk department.
• Work cooperatively with other department managers and supervisors.
• Hire, train, conduct review performances, coach and discipline Front Desk personnel.
• Maintain schedules of front desk personnel.
• Coordinate vacation and PTO time of front desk personnel without negatively impacting operations.
• Train all new Front Desk personnel.
• Continually train all existing front desk personnel and supervisors.
• Ensure proper uniform standards are met.
• Write and/or continually update standard operating procedures within the Front Desk Quick Reference Guide.
• Work with Front Desk staff on an ongoing basis in order to evaluate staff and maintain on‑going training.
• Delegate tasks as necessary to front desk personnel and supervisors.
• Help the team prepare for check‑in of guests which include: multiple stay requests and special requests.
• Oversee Front Desk usage of Kipsu, ensuring goals are set and respond to Mid‑Stay Checks that request a manager.
• Review upcoming reservations to ensure expectations are met.
• Ensure all guest issues are forwarded to the correct department specializing in the area of guests’ concern.
• Relay critical information to the Senior General Manager and Assistant General Managers.
• Continuously implement front desk projects as an effort to continually improve operations and the guest experience.
• Review reservation booking reports (currently the Booking Activity Report) to ensure accurate coding and Owner expectations are being met.
• When requested, assist the Senior General Manager or Assistant General Managers.
• Maintain inventory and order Front Desk supplies, including office supplies and print materials.
• Troubleshoot HotSOS and SPI systems.
• Monitor daily Guest and City Ledger Reports to ensure all folios are free of errors; make corrections as necessary.
• Maintain Petty Cash and prepare bank deposits for all cash transactions and vendor payments.
• Process payroll.
• Retain an assigned cell phone to be accessible to staff.
• Prepare daily, weekly, and monthly reports.

• High School Diploma
• Experience in front desk operations in hotel or timeshare industry
• Supervisory Experience
• Above average written and verbal skills
• Computer:
  Proficient in Word, Excel, Outlook
• Must be available to work Saturday and Sunday
• Ability to be on feet for an extended period of time
• Be available to work over 40 to 45 hours a week, depending on business levels

• Proficient in SPI

• Weekly Pay and Direct Deposit
• Health Insurance (Medical/Vision/Dental)
• Company-Paid Life Insurance
• Paid Time Off (PTO) Program
• Paid Vacation and Holiday Pay
• 401 (K) Retirement Plan with a Company Match (based on eligibility)
• Employee Wellness Programs
• Fitness Center Reimbursement
• Ongoing Professional Development Opportunities
• Employee Family & Friends Discounted Stays
• Various Employee Discounts (Local Businesses and National Retailers)
• Employee Recognition and Appreciation Events (Annual Employee Picnic & Holiday Party)
• Company-Supplied Uniforms and Equipment (Applicable Positions)