Front Desk Manager

Create extraordinary first impressions and memorable guest experiences at the Magnolia Hotel St. Louis. We are seeking a service-driven, results-oriented Front Desk Manager to lead our Front Office team and deliver the elevated hospitality experience our guests expect.

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest’s complete satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge at all times of:
• All hotel features/services, hours of operation.
• All room types, numbers, layout, decor, appointments and location.
• All room rates, special packages and promotions.
• Daily house count and expected arrivals/departures.
• Room availability status for any given day.
• Scheduled in-house group activities, locations and times.
• All hotel and departmental policies and procedures.
• Access all functions of the computer system.
• Answer department telephone within first ring, using correct greeting and telephone etiquette.
• Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
• Ensure that current information on rates, packages and promotions is available at the Front Desk and that all associates are knowledgeable on such.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Monitor expenses (office supplies, operating supplies, uniforms). Track actuals against budget.
• Approve and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
• Ensure that associates report to work as scheduled. Document any late or absent employees.
• Coordinate breaks for associates.
• Assign work duties to associates.
• Conduct pre-shift meeting with associates and review all information pertinent to the day's business.
• Inspect grooming and attire of associates; rectify any deficiencies.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Constantly monitor associates performance in all phases of service and job functions; rectify any deficiencies with respective personnel.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently; advoiding congestion in the Hotel Lobby.
• Monitor communication logs and ensure that guest requests are followed up within a reasonable time ensuring guest follow-up at all times.
• Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
• Monitor guest mail and ensure that it is processed according to procedures.
• Monitor and ensure that express check-outs are processed through the system.
• Monitor the associates’ interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist associates with their job functions to ensure optimum service to guests.
• Observe guest reactions and confer frequently with associates to ensure guest satisfaction.
• Assist guests with reports of lost/stolen articles, following hotel policy.
• Adhere to hotel requirements for…