Front Desk Manager

Front Office Manager

Overview

Manage front desk operations to ensure staff meets company operational standards while providing the highest level of guest service.

Responsibilities

• Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards.
• Oversee all front office operations in the absence of the General Manager. 
• Remain an active participant at the front desk, including checking in/out guests, preparing bills and handling guest requests.
• Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions.
• Respond to brand Guest Alerts for resolution as needed.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Participate in lobby ambassador and other activities related to interacting with guests on an individual level. Thus, creating a relationship and culture that will result in repeat stays.
• Assist in hotel food and beverage when needed, where applicable.
• Assist in monitoring of front office financial operations and ensure front office compliance with accounting controls and procedures.
• Assist in development, implementation and monitoring of daily, weekly, monthly, and annual department-wide budgets and forecasts.
• Review correspondence from guests and incident logs; direct staff according to information obtained.
• Review all brand correspondence for updates to procedures and standards and ensure all is communicated to the staff.
• Ensure front office supplies and merchandise for the gift shop and or market are fully stocked, and inventory is maintained.
• Work with the Sales office to ensure group resumes and group rooming lists are inputted and maintained.
• Monitor occupancy of guest room space to ensure most efficient use and minimize overbooking.
• Follow sustainability guidelines and practices related to HHM’s EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Perform other duties as requested by management.

Job Requirements

  Qualifications 

• 1 to 3 years hospitality related experience, including front desk operations experience.
• Good problem-solving skills
• Strong verbal and written communication skills
• Significant attention to detail
• Flexible availability in schedule 
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What we offer you in return for your dedication and hard work is a rewarding benefits package that includes:

Wellness:
 

• Vacation Time 
• Work Life balance.

Rewarding Hard Work:
 

• Incentive based bonus program
• Employee discounts within your hotel brand
• Discounts for friends and family within your hotel brand
• You are going to love being a part of our team! And we'll pay you for new team members you refer to ANY of our locations!

Career Growth:
 

• Free in-house training program-This unique program fosters employee growth throughout our associates' career with our company and has a clear path to get you where you envision yourself.

Equal Opportunity Employer