Hotel Front Desk Manager

Position Summary:

Supervise and direct work activities of all front desk employees in work methods and procedures. Ensure courteous treatment and efficient service to guests. Maintain liaison with General Manager, Maintenance and Housekeepers to achieve the company’s objectives.

Primary Responsibilities:

• Participate in the preparation of annual departmental budget and operates within approved budget.
• Maintain compliance with company policies, practices, procedures and safety
• standards.
• Supervise the day-to-day operations of the front desk and work activities
• assigned personnel.
• Supervise front desk personnel to ensure reservations are immediately
• acknowledged and correctly recorded. Code and verify reservations to the
• master log weekly.
• Work closely with Housekeepers and General Manager and inform them of
• occupancy forecast and any changes.
• Handle petty cash and paid out transactions.
• Deal efficiently with guest complaints or special requests regarding rooms or other functional areas of the property within guidelines, policies, and procedures.
• Confer and cooperate with other property personnel to resolve operating problems and ensure coordination of property activities.
• Participate in property’s weekly staff meetings.
• Interview and recommend new personnel as needed.
• Implement training programs for all assigned personnel and assures that ongoing training is provided.
• Initiate and recommend personnel actions, including employee counseling sessions, reprimands, performance appraisals and terminations.
• Report to the General Manager significant results, problems and personnel actions regarding assigned personnel.
• Participate and lead weekly department meeting for all personnel.
• Check and record pertinent comments in to front desk log.
• Execute other associated responsibilities as directed by the General Manager.
• Inspect all conference rooms and common areas each day to ensure security standards are met.
• Report in a proper uniform that is cleaned and pressed.
• Maintain all accounts including balances, mailing statements, preparing age trial balance sheets on a period basis, and reviewing accounts with the General Manager.
• Maintain a well-organized and efficient front desk area.
• Schedule and staff all front desk personnel to meet the needs of the guests.

Education:

• High school diploma or equivalent required.
• Bachelor's degree in hotel or business management preferred.

Experience:

• 3 – 5 years hotel experience required.
• Knowledge of OPERA is required.
• IHG or Holiday Inn Express background; highly preferred.

Skills & Abilities:

• Knowledge of PMS and Reservation System
• Demonstrated ability to prioritize and complete multiple priorities simultaneously
• Demonstrate knowledge of hotel operations including financial, marketing, employee and
• guest relations, maintenance, and housekeeping standards
• PC knowledge including Excel and Word
• Excellent interpersonal skills
• Ability to work extended hours, when necessary

Physical Requirements:

• Ability to walk, stand, push, pull, bend, reach overhead, bend, kneel, crouch and
• executive repetitive motions 40% of the scheduled shift
• Ability to lift 10-20 lbs. periodically during the scheduled shift

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