FRONT DESK MANAGER

JOB SUMMARY Entry-level management position that is responsible for leading and assisting with the successful completion of daily shift requirements. Front office areas include Bell/Door Staff, Switchboard, and Guest Services/Front Desk. Strives to ensure guest and employee satisfaction and achieve the operating budget. Assists in completing financial and administrative responsibilities. CANDIDATE PROFILE Education and Experience • High school diploma or GED; 1-year experience in guest services, front desk, or related professional area. OR • 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required. CORE WORK ACTIVITIES Supporting Management of Front Desk Team • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision-making; demonstrates honesty/integrity; leads by example. • Encourages and builds mutual trust, respect, and cooperation among team members. • Serves as a role model to demonstrate appropriate behaviors. • Understands employee positions well enough to perform duties in employees' absence. • Handles employee questions and concerns. • Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager. • Supports daily Front Desk shift operations. Supporting Progress Toward Guest Services and Front Desk Goals • Supports day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. • Develops specific goals and plans to prioritize, organize, and accomplish your work. • Handling complaints, settling disputes, resolving grievances and conflicts, or otherwise negotiating with others. • Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results. • Strives to improve service performance. • Observes staffing levels to ensure that guest service, operational needs, and financial objectives are met. • Supports training of staff on adherence to all credit policies and procedures to reduce bad debts and rebates. • Supports same-day selling procedures to maximize room revenue and property occupancy. • Understands the impact of Front Desk operations on the overall property financial goals and objectives. Ensuring Exceptional Customer Service • Provides services that are above and beyond for customer satisfaction and retention. • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. • Sets a positive example for guest relations. • Encourages employees to provide excellent customer service within guidelines. • Handles guest problems and complaints seeking assistance from supervisor as necessary. • Interacts with guests to obtain feedback on product quality and service levels. Supporting Projects and Policies • Supports implementation of customer recognition/service programs, communicating and ensuring the process. • Assists in the review of comment cards and guest satisfaction results with employees. • Ensures employees have the proper supplies and uniforms. • Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution. Supporting Handling of Human Resource Activities • Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. • Provides guidance and direction to subordinates, including setting performance standards and monitoring performance. • Provides feedback to individuals based on observation of service behaviors. • Participates in an ongoing employee recognition program. • Supports training when appropriate. • Participates in the employee performance appraisal process. Additional Responsibilities • Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. • Analyzes information and evaluates results to choose the best solution and solve problems. • Informs and/or updates the executives, peers, and subordinates on relevant information in a timely manner. • Performs all duties at the Front Desk as necessary. • Understands the functions of the Bell Staff, Switchboard, and Concierge/Guest Services operations. • Complies with loss prevention policies and procedures.