Guest Experience Manager

 The Front Desk Manager is responsible for supervising front desk staff to ensure that they are adhering to all hotel policies, procedures, regulations and standards, while striving towards total guest satisfaction.  Ensures that front desk operations are working in a professional manner at all times.  Assist the Operations Manager in all areas to ensure a correct and smoothly-operating department.

• Responsible for the efficient and professional running of the front desk, including relationships with other departments.
• Ensure smooth check-in and check-out of all guests, through properly handling guest accounts.
• Deal with any guest requests and problems and satisfy their needs within acceptable guidelines.
• Be prepared to perform all front desk functions, including switchboard, business center and guest relations.
• Be highly familiar and adhere to all policies, procedures and standards.
• Assist all associates with questions, problems which might occur.
• During peak hours, be at the front desk to ensure efficient and smooth service is provided to all customers.
• Create a productive and positive atmosphere at the desk; have a good relationship with all associates and other departments.
• Be a problem seeker and solver.
• Plan meetings on a monthly basis and conduct them.
• Constantly audit all desk work for accuracy and consistency. Coach and counsel staff when appropriate.
• Ensure that all supplies are well maintained.
• Be prepared to work the night shift when needed.
• Check opening house count and establish rate to be quoted during the day with the reservations manager and the front office manager.
• Hire, train and develop staff.
• Develop a thorough knowledge of the products, including hotel rooms, type of rooms, amenities, services of hotel, etc.
• Develop knowledge about frequent guests and their special requests and needs.
• Also be familiar with cultural differences in order to meet all different customer needs.
• Be able to work according to budget; keep constant eye on staffing level and control costs as much as you can.

Participate in the Manager on Duty Program.

Provide leadership as the hotel manager in the absence of the General Manager

Additional Tasks or Roles directed by hotel management

• Hospitality Management degree is a plus
• Minimum of 3 year of Front Desk Manager experience
• Technical Skills, Microsoft Word, Excel, Outlook, Internet and experience with hotel reservation and accounting systems.
• Must be willing and capable of passing Alcohol Compliance Certification during the first three months of employment.

Must be willing and capable of passing Professional Food Managers Certification (CPFM) during the first three months of employment