Front Desk Manager

DUAL FRONT DESK MANAGER

SUMMARY

The term “dual” indicates this individual will be responsible for two or more hotels.

Assists the Front Office Manager or Operations Manager in administering front office functions and supervising staff on a daily basis.  Directs and works with associates to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department. 

RESPONSIBILITIES

Performs all duties at the Front Desk as necessary.

Run the perfect shift, utilizing hourly checklists and the management checklist or calendar for success.       Maintains cleanliness and organization.

Maintains the hotels’ sundries or gift shop.

Facilitates high-powered preshifts.

Ensures daily procedures meet or exceed those audited in the brand standards audit, the WL internal audit, and the WL safety audit.

Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.

Empowers employees to provide excellent customer service.

Observes service behaviors of employees and provides feedback to individuals.

Ensures department delivers brand service standards and lives the WL Service Pledge.

Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

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.

Responds to and handles guest problems and complaints.

Takes immediate actions on problems that are encountered in the hotels.

Sets a positive example for guest relations.

Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.

Ensures employees understand customer service expectations and parameters.

Models and coaches brand service standard and the White Lodging Service Pledge.

Ensues the department follows appropriate service recovery mechanisms (Guestware, Star-Guest, Service Recovery Log).

Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

Interacts with guests to obtain feedback on product quality and service levels.

Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Analyzes information and evaluating results to choose the best solution and solve problems.

Facilitates departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.

Completes AES impact plan; remains current on Q12 results and creates an environment of maximum associate engagement.

Has full knowledge and understanding of our company’s handbook, SOP’s and processes; adheres to and enforces those in a fair and consistent manner.

Participates in employee progressive discipline procedures; ensures a “firm, fair, consistent” atmosphere.

Participates and conducts Weekly Leadership Team meetings, property MOD program, and weekly staff meetings

Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.

Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.

Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.

Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.

Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

Maintains Kronos and payroll processing and tracking.

Performs all ordering.

Promotes teamwork and associate morale.

Ensures staff receives timely and effective orientation certification training, rex, rap, and review.  Completes accident investigations.

Completes incident accident reports.

Ensures all staff can perform roles in an emergency situation.

Key Accountabilities

GSS: Ensure goals are met for all guest service related measures.

Selling Program

Associate Relations: AES plans and actions implemented and measured.

COMPETENCIES

Resourceful

Adaptable

Customer Focus 

SKILLS

Strong knowledge of Front Desk operations

Ability to prioritize needs of guests

Strong communication skills

EDUCATION/EXPERIENCE

College Degree required, minimum of 2 year degree

Experience in similar leadership role required

WORKING CONDITIONS

Able to traverse entire hotel multiple times a day.

Requires bending, stooping, lifting, pushing, and pulling.