Front Desk Manager

The Front Desk Manager is responsible for ensuring timely and accurate customer service, scheduling shifts and supervising front desk personnel. The front desk manager facilitates training and supporting front desk staff, handling complaints and specific customer requests, managing the reception area, enforcing hotel policies, and ensuring guest services are exemplary. Applicants should have experience in the hospitality industry and demonstrate a commitment to customer service.

Responsibilities:

• Supervises Front Desk staff: hiring, firing, performance evaluations, training, and development.

• Maintains standards of guest service quality.

• Achieves budgeted revenues and expenses and maximizes profitability related to the guest services department.

• Contributes to the profitability and guest satisfaction perception of other hotel departments.

• Develops short term and long-term financial and operational plans for the guest service department, which relate to the

overall objectives of the hotel.

• Increases level of guest satisfaction through employee development

• Manages the reservation function to maintain highest possible room occupancy and average daily rate.

• Maintains procedures for credit control and handling of financial transactions.

• Maintains procedures for security of monies, guest security and emergency procedures.

• Receives departmental related guest complaints and ensures corrective action is taken.

• Schedules staff according to labor standards and forecasted occupancy.
• Knows and complies with all company policies and procedures pertaining to this position and its duties.