Mgr-Front Desk

Job Summary

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. The position directs and works with managers and employees to carry out procedures ensuring an efficient check‑in and check‑out process, ensuring guest and employee satisfaction and maximizing the financial performance of the department.

• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
• 2‑year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

• Manages day‑to‑day operations, ensuring quality, standards and meeting customer expectations.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Handles complaints, settles disputes, resolves grievances, and negotiates with others.
• Supervises staffing levels to meet guest service, operational needs and financial objectives.
• Communicates regularly with employees to create awareness of business objectives, set expectations, recognize performance, and produce desired results.
• Understands the impact of departmental operations on overall property financial goals and manages to achieve or exceed them.

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees, understanding positions well enough to perform duties in their absence.
• Establishes and maintains open, collaborative relationships with employees and ensures they reciprocate.
• Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.

• Provides services that exceed expectations for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and coaching when needed.
• Responds to and handles guest problems and complaints.
• Sets a positive example for guest relations.
• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback to individuals.
• Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

• Implements the customer recognition/service program and ensures the process is communicated.
• Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
• Supervises same‑day selling procedures to maximize room revenue and control property occupancy.
• Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to SOPs and LSOPs, and supports the Peer Review Process.

• Supports developmental needs of others and provides coaching, mentoring, or otherwise helps improve knowledge or skills.
• Solicits employee feedback, utilizes an "open door" policy, and reviews employee satisfaction results to address problems or concerns.
• Brings employee satisfaction issues to the attention of the department manager and Human Resources.
• Assists as needed in interviewing and hiring of employee team members with appropriate skills.
• Supports a departmental orientation program for employees to receive new‑hire training and successfully perform their job.
• Participates in employee progressive discipline procedures.

• Provides information to supervisors, co‑workers,…