Front Desk Manager

The Holiday Inn Express is looking for a dedicated, customer-oriented, and brand-hearted Front Office Manager. This is a salaried position. Must be available to work all shifts.

The Front Desk is often the first point of contact and the first impression for guests. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us. To deliver a great guest experience – a Front Office Manager will check in guests efficiently, handle guest complaints and make sure they have all they need for a great stay.

Duties & Responsibilities:

Financial Returns:

· Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory management.

· Oversee night audit function and ensure all checklists are being completed properly and correctly

· Develop plans to increase occupancy and ADR through walk-ins and upselling rooms to maximize hotel revenue. Analyze rate variances, upcoming occupancy.

· Process and review LUPs or any other commissions

People:

· Manage day-to-day staffing requirements to include covering called off shifts and maintaining employee attendance records and working weekends & holidays when needed.

· Plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance. Prepare performance evaluations to front office employees.

· Educate and train all team members in compliance with federal, state and local laws/safety regulations and IHG Standards. Ensure team is properly trained, including new hires, and has the tools and equipment to carry out job duties.

· Ensure staff is properly trained on systems, security and cash-handling procedures.

· Wear proper uniform at all times and require all front office employees to wear proper uniforms at all times.

· Work as part of a team & communicate with other departments as per hotel procedures to ensure excellent quality and service

· Conduct regularly scheduled meetings of front office employees

Guest Experience:

· Ensure front office employees provides guests with prompt service, professional/friendly attention and recognize them as IHG Rewards Members.

· Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately and quickly to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.

· Assist in check guests in, issue room keys, provide key information on hotel services.

· Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.

· Answer phones in a prompt and courteous manner. Answer, record and process all guest calls, messages, requests, questions or concerns

· Ensure logging and delivery of all messages, packages and mail in a timely and professional manner

· Ensure all IHG Rewards members are recognized properly. Arrivals reports, stay preferences, etc are used from all front office employees. IHG Recognition scores and enrollments goals are met per IHG Standards. All employees are trained in IHG Rewards Club.

Responsible Business:

· Check billing instructions and complete guest credit limit report for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.

· Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the General Manager. Train team members on PBX procedures and front office safety procedures.

· Ensure required identification is taken from guests at check-in in line with local legislative requirements

Perform other duties as assigned. May also serve as manager on duty.

Qualifications and Requirements:

High School diploma /Secondary qualification or equivalent. One year front desk/guest service experience strongly preferred. Proficiency in Opera/Fidelio is preferred but not essential. Some college/university preferred. Must speak fluent local language. Additional language skills preferred but not required depending on location of hotel.

This job requires the ability to perform the following:

• Frequently standing up behind the desk and front office areas
• Carrying or lifting items weighing up to 50 pounds / 23 kilograms
• Handling objects, products and computer equipment
• Basic computer skills to operate various property management and reservations systems, etc.

Other:

• Being passionate about people and service
• Strong communication skills essential when interacting with guests and employees
• Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
• Basic math skills are used frequently when handling cash or credit.
• Problem solving, reasoning, motivating and training abilities are often used
• Have the ability to work a flexible schedule including nights, weekends and/or holidays

Benefits: Holiday Pay, Employee Discount, Health, Dental, Vision & Life Insurance, Paid Vacation, Sick Pay, and an opportunity to work with a fun, awesome team!

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

**No Phone Calls Please.**

You may email resumes or come into the hotel to fill out an application at 130 The Loop Elizabethtown, KY 42701.

Job Type: Full-time

Pay: $31,200.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Holidays
• Monday to Friday
• Night shift
• On call
• Overnight shift
• Weekends as needed

Application Question(s):

• Are you available to work all shifts?

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel experience: 1 year (Preferred)

Ability to Relocate:

• Elizabethtown, KY 42701: Relocate before starting work (Required)

Work Location: In person

Salary : $31,200