Front Desk Manager

Job Description/Summary:

Busy downtown hotel - Responsible for the overall success of the hotel, meeting or exceeding planned objectives for revenue and profit, and ensuring guest satisfaction and product quality standards are met. Assist General Manager in all areas of the hotel in accordance with brand standards to achieve a friendly atmosphere of superior guest service and product quality. Provides exemplary performance for staff to follow.

ESSENTIAL JOB FUNCTIONS:

GUEST RELATIONS

• Be readily available and approachable for all guests.
• Ensure that departments achieve or exceed guest’s service expectations.
• Take proactive approaches when dealing with guest concerns.
• Extend professionalism and courtesy to guests at all times.
• Become involved in the community and/or government affairs.
• Evaluates all guest complaints and ensures corrective action is taken by department heads. Monitors response letters/corrective action program on response cards.

ASSOCIATE TEAM

• Leads the management of the hotel staff in such a way to increase hotel profitability and customer satisfaction.
• Ensures compliance of all departments’ heads with goal-oriented job description and reviews goals with each individual.
• Ensures adequate staffing levels are maintained, adhering to labor to budget as a percent to sales and approved staffing guidelines.
• Contributes to the successful development of the Assistant General Manager and other direct reports.
• Oversees the activities of all staff members in order to ensure adherence to hotel policies and procedures.
• Ensures compliance with established M.O.D program.
• Conduct all daily, weekly, quarterly, and annual meetings.
• Communicate all goals and results with associates.
• Conducts staff meetings on weekly basis to ensure interdepartmental communication and coordination of mutual goals
• Promote teamwork and associate morale.
• Lead by example demonstrating self-confidence, energy, and enthusiasm.
• Motivate and encourage staff to solve guest and associate related concerns.
• Communicate career opportunities to team leaders.
• Ensures the attainment of a superior franchise inspection grade overall for a hotel property.
• Recognize good team performance on a continuous basis through reward and recognition programs.
• Assist team leaders in meeting and exceeding goals.
• Meet semi-annually with staff on a one-to-one basis.
• Conduct reward and recognition meetings celebrating goals and associate achievements.
• Ensure all staff participates in SALT programs.
• Promote empowerment by recognizing team members that make decisions.
• Develop cross-training opportunities throughout the hotel. Use certificate training program as applicable.
• Reviews with applicable employees any revisions/ additions made to the job description
• Assist assistant general manager/team leaders in understanding AOS/GSS results, developing game plans to an attack need areas and expand on strengths.
• Post SALT reports on a weekly basis for all associates to review.
• Conduct one-on-ones with assistant general manager, team leaders, and team members bi-annually.
• Provide service training on a quarterly basis. Utilizing local classes, trainers and other corporate training resources.
• Ensure orientations for new team members are through and complete in a timely fashion. Make sure associates understands all of the Choice benefits they are entitled to.

FINANCIAL

• Reviews and validates vendor invoices.
• Achieve budgeted revenue and profit goals, balancing cost with guest satisfaction.
• Comply with all corporate accounting procedures.
• Develop annual budget, capital expenditure plans, as well as the marketing plan.
• Aggressively minimize accident, workmen’s compensation, and unemployment claims, and resulting costs.
• Utilize budgets to teach assistant general manager and team supervisors to understand financial objectives. Balancing costs with associates/guests' satisfaction.
• Develop and communicate selling strategies, inventory control, and other forecasting tools.
• Develops a long-term business plan that will increase the hotel’s profitability and customer satisfaction with the property, services offered, and staff.
• Review these weekly with Direct Sales Manager.
• Oversee all accounting functions, including, but not limited to, accounts payable, accounts receivable, petty cash, payroll an ordering procedures.

SALES AND MARKETING

• Implement and encourage hotel participation in corporate national sales and marketing programs.
• Communicate competitive market conditions to team supervisors and Corporate Management.
• Review inventory controls and selling strategies daily.
• Continually solicit new business for the hotel.
• Monitor group block and direct bill processes.
• Networking during breakfast and social hours to assist sales in uncovering new business leads.
• Ensure that all guest associates understand hotel selling strategies.
• Stay current on local market conditions.
• Assist the hotel sales team with preparing the annual revenue budget and annual marketing plan.
• Maintain rapport with competitor hotels, lead sources, clients, and the local community.
• Manage sales department.
• Review period end reports.
• Attend community relations meetings.

OPERATIONS

• Perform hands-on duties as needed to deliver guest services.
• Provide a safe working environment in compliance with OSHA.
• Responsible for accident prevention programs.
• Audit to ensure guest rooms, public spaces, grounds, work and kitchen areas meet sanitation and cleanliness standards.
• Coordinate preventive maintenance and general clean program so that guest satisfaction goals are attained.
• Ensures completion of all approved Capital and R&M items coordinating with Area Manager.
• Conducts daily inspections of guest rooms to ensure housekeeping is meeting/exceeding cleanliness standards.
• Conducts bi-weekly property inspections and approves action plans to include time-table to resolve problems.
• Analyze and implement actions on a daily/weekly basis.
• Attend all regional training seminars as outlined in key success factors.
• Coordinate room condition programs (including general deep cleans). Identifying trends and making recommendations for improvements.
• Audit a minimum of 10 rooms per week identifying displeasers and ensuring NOLA Hotel Group standards.
• Assist/teach team supervisors scheduling against guests and minutes per occupied room goals. Look for potential need times during the week.
• Ensure cross-training of all associates.

ADMINISTRATIVE

• Ensure property hiring practices requirements and strive for a culturally diverse workplace.
• Interview and select potential new hires.
• Promote both Open Door policies.
• Conducts annual performance evaluations on all department heads. Ensures all department heads annually conduct performance evaluations with their employees.
• Use constructive coaching and counseling when addressing associates' concerns.
• Maintain current licenses and permits as prescribed by local, state and federal agencies.
• Have working knowledge of all corporate brands manuals.
• Scheduling of management team includes coverage of weekend and evening hours.
• Pursue additional personal development.
• Ensures hotel is in compliance with all Federal and State laws with regard to all personnel practices.
• Carry out all reasonable requests of which you are capable of performing.
• With input from the team supervisors, conduct reviews in a timely fashion.

PERSONAL DEVELOPMENT

• Ensures continual efforts are made to increase management abilities and knowledge
• Attends annually a minimum of one advanced management training seminar
• Attends classes as necessary to ensure proficiency in operation and basic programming techniques of PC
• Attend franchise training courses as required

Additional Responsibilities:

• Any other duties assigned by Supervisor

Job Type: Full-time

Pay: $40,000.00 - $42,000.00 per year

Benefits:

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

Schedule:

• Holidays
• Monday to Friday
• Weekends as needed

Work Location: In person

Salary : $40,000 - $42,000