Front Desk Manager

JOB SUMMARY

This is an advanced professional and administrative position responsible for the successful operation of the front office and guest relations functions while maintaining quality standards, profitability and customer satisfaction. 

ESSENTIAL JOB FUNCTIONS 

This description is a summary of primary responsibilities and qualifications.  The job description is not intended to include all duties or qualifications that may be required now or in the future.  The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week. YOU MUST HAVE OVERNIGHT AVAILABILITY TO BE CONSIDERED FOR THIS ROLE.

• Monitor and check the quality of customer service at the front desk and doorpersons, resolve complaints and evaluate patterns or trends in customer complaints in order to plan corrective actions.
• Evaluate costs to reduce spoilage, waste or other factors that cause costs to rise; sell rooms to maximize revenues.
• Estimate staffing level requirements based on the new staffing model, customer counts, business trends, special events, etc.; make up and/or check over weekly schedules and adjust staff size to maximize productivity without sacrificing customer service; monitor attendance; balance employee payroll.
• Make personnel decisions (hire, terminate, promote, adjust salary- with the support from HR); instruct new employees; observe and evaluate job performance of subordinates to provide feedback; develop/utilize tools to promote programs to improve productivity, safety, profitability, etc.; motivate staff and maintain excellent employee relations.
• Recommend and administer all company policies and procedures; maintain compliance to all local, state, and federal laws; demonstrate a professional manner with regard to compliance of all policies; notify hotel management of problems needing immediate attention such as serious customer complaints, policy violations, safety concerns, cash shortages, etc.
• Perform front desk duties including check-ins and check-outs when busy and the employees need assistance; handle all account issues with checkouts including direct bill, gift certificates, vouchers, etc.; process folio’s in a timely manner; handle staff’s cash handling discrepancies.
• Coordinate with all department heads to ensure efficiency and profitability of hotel.
• Inspect facilities and equipment for clean, safe, and/or sanitary conditions and compliance to hotel standards. 
• Maintain professional appearance according to company standards and ensure that appearance standards are maintained by all employees.
• Demonstrate working knowledge of appropriate housekeeping procedures relating to the Front Office including room status update; adhere to established lost and found procedures.
• Maintain good communication within hotel and department; conduct and facilitate effective meetings; prepare correspondence, instructions, etc.
• Perform all other duties as assigned by management.
• Take actions to ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey. Work with other supervisory and management staff to address all areas to ensure consistent quality work environment.   
• Be familiar and able to perform duties on all shifts, including Night Audit.
• Adheres to all company policies and procedures.
• Follows safety and security procedures and rules.
• Knows department fire prevention and emergency procedures.
• Utilizes protective equipment.
• Reports unsafe conditions to Maintenance, HR and GM.
• Reports accidents, injuries, near-misses, property damage or loss to management and alerts HR right away.
• Provides for a safe work environment by following all safety and security procedures and rules.
• All team members must maintain a neat, clean and well-groomed appearance. (Specific standards outlined in team member handbook).
• Assists other Front Desk Personnel when need.

KNOWLEDGE, SKILLS & ABILITIES

• Considerable skill in the use of a calculator and prepare moderately complex mathematical calculations without error.
• Ability to read, listen, and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.
• Minimum 2 year hotel front office supervisory experience; preferably in a unionized environment.
• Must have strong customer service skills.  
• Ability to work effectively with independently and as part of a team.  
• Must have excellent business communication skills and strong time management skills needed. 
• Ability to share or divide attention among several ongoing activities, projects or assignments. 
• Ability to interpret and explain company policies and procedures to others.   
• Ability to adjust or balance the size of staff based on the new business model in order to maximize productivity or control labor costs without sacrificing customer service.  Ability to plan promotional or incentive programs for employees.  
• Ability to obtain support for ideas and actions from subordinates, peers, or superiors in order to accomplish a task or goal.  
• Able to identify circumstances or incidents that require the notification and/or approval of others.  
• Ability to do the work of those supervised.  
• Must be able to work 50 hours/wk with evenings, weekends, and holidays.  
• Experience managing in a union environment considered a strong plus
• Previous experience managing and leading team members through motivation, coaching and development.
• The ability to anticipate customer needs, change goals and direction quickly and multitask. Working knowledge of rooms management systems.
• Advanced knowledge of hotel operations processes and procedures. Proven experience supervising departments of 15+ team members
• Ability to understand and maintain a budget
• Proven comfort and experience to interact effectively with all levels of management, guests, associates, and clientele, both inside and outside of the organization.
• Proficient in the full Microsoft Office suite of products. Experience with Opera and Micros considered a strong plus
• Responsible for managing the priorities and establishing and/or implementing operating procedures and standards and completing financial management tasks, such as setting and adhering to a budget.
• Prior Opera experience preferred.

PHYSICAL DEMANDS

• Ability to stand and move throughout front office and continuously performs essential job functions.
• Standing 95% of shift
• Lifting up to 25 pounds maximum.
• Occasional twisting, bending, stooping, reaching, standing, walking.
• Frequent talking, hearing, seeing and smiling.       
• Ability to work overnight shifts as needed