Front Desk Manager

Driving Requirements

Driving is required for this position; screening will be required.

This is an exempt position and will be paid on a salaried basis in accordance with state and federal law.

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees 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.

• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
• 2‑year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

• Manage day‑to‑day operations, ensuring quality, standards and meeting customer expectations.
• Develop specific goals and plans to prioritize, organize and accomplish work.
• Handle complaints, settle disputes and resolve grievances and conflicts or otherwise negotiate with others.
• Supervise staffing levels to meet guest service, operational needs and financial objectives.
• Ensure regular ongoing communication with employees to create awareness of business objectives and communicate expectations, recognize performance and produce desired results.
• Utilize interpersonal and communication skills to lead, influence and encourage others; advocate sound financial and business decision making; demonstrate honesty and integrity; lead by example.
• Encourage and build mutual trust, respect and cooperation among team members.
• Serve as a role model to demonstrate appropriate behaviors.
• Supervise and manage employees; manage all day‑to‑day operations; understand employee positions well enough to perform duties in employees’ absence.
• Establish and maintain open, collaborative relationships with employees and ensure employees do the same within the team.
• Supervise all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.
• Provide services that are above and beyond for customer satisfaction and retention.
• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback and individual coaching when needed.
• Respond to and handle guest problems and complaints.
• Set a positive example for guest relations.
• Empower employees to provide excellent customer service.
• Observe service behaviors of employees and provide feedback to individuals.
• Interact with customers to obtain feedback on quality of product, service levels and overall satisfaction.
• Ensure employees understand customer service expectations and parameters.
• Interact with guests to obtain feedback on product quality and service levels.
• Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.
• Implement the customer recognition and service program, communicating and ensuring the process.
• Train staff and monitor adherence to all credit policies and procedures to reduce bad debts and rebates.
• Supervise same‑day selling procedures to maximize room revenue and control property occupancy.
• Supervise daily Front Desk shift operations and ensure compliance with all policies, standards and procedures.
• Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
• Support developmental needs of others and coach, mentor or otherwise help others to improve knowledge or skills.
• Solicit employee feedback, utilize an open door policy and review employee satisfaction results to identify and address employee problems or concerns.
• Bring issues concerning employee satisfaction to the attention of the department manager and Human Resources.
• Assist as needed in the interviewing and hiring of employee team members with the appropriate skills.
• Support a departmental orientation program for…