Hotel Front Desk Manager

JOB OVERVIEW

Manage all aspects of the front office areas which may include, but is not limited to guest registration, bell services, business center, telephone services, concierge services, and guest reservations to ensure guest satisfaction and maximize hotel profitability. Adhere to all brand standards and desk merchandising.

DUTIES AND RESPONSIBILITIES

Manage day-to-day operations and assignments of the front office staff; schedule, plan, and assign work. Develop and communicate departmental strategies and goals. Communicate and enforce policies and procedures. Recommend and/or initiate disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies. Alert management of potentially serious issues. Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions. Monitor front office staff to ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery guidelines in order to ensure total guest satisfaction. Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Develop actions plans to correct any deficiencies. Analyze guest satisfaction data and develop and implement plans to achieve established goals related to guest satisfaction scores, front desk activities, etc. Achieve budgeted revenues, control labor costs & expenses, and maximize profitability within all areas of the front office. Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel. Maintain procedures for security of monies, credit and financial transactions, and guest security. Check billing instructions and guest credit for compliance with hotel credit policy Establish, implement, and maintain training and procedures for PBX to serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel. Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications. Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.

Interact with outside contacts:

Guests - to ensure their total satisfaction Regulatory agencies - regarding safety and emergency matters Other contacts as needed (professional organizations, community groups) Perform other duties as assigned. May serve "manager on duty" as required. Qualifications and Requirements Prior branded front office leadership role Will be required to have open availability including nights, weekends, and/or holidays. Exceptional communication skills 3 years Front Office/Guest Service experience including management experience. This job requires ability to perform the following: Must be able to stand for 8-10 hours at the front desk Carrying or lifting items weighing up to 50 pounds Handling various objects Use a keyboard to operate various property management and reservations systems, etc.

Other:

Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company. Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training. Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently. Problem solving, reasoning, motivating, organizational and training abilities are used often.

Pay:

$47,000.00 - $50,000.00 per year

Benefits:

401(k) Dental insurance Employee discount Health insurance Life insurance Paid time off Vision insurance

Experience:

Hotel management: 3 years (Required) Ability to

Commute:

Hollywood, FL 33020 (Required)

Work Location:

In person