What are the responsibilities and job description for the Front Desk Clerk Manager position at CASA?
Job Description
Job Description
Job Summary :
The Front Desk Manager is responsible for overseeing the day-to-day operations of the front desk team at our extended stay hotel. This role ensures exceptional customer service, smooth check-in / check-out processes, and a positive guest experience while maintaining operational efficiency. The Front Desk Manager will also supervise and train front desk staff, manage guest inquiries and concerns, and ensure compliance with company policies and procedures.
Key Responsibilities :
Guest Service Management :
Oversee the front desk operations, ensuring a smooth check-in and check-out process.
Ensure all guest requests, concerns, and complaints are addressed promptly and effectively, providing a high level of customer service.
Maintain positive relationships with guests, responding to their needs and providing helpful information regarding hotel amenities, services, and local attractions.
Manage reservations and room assignments, ensuring proper occupancy levels while maximizing revenue.
Team Supervision and Training :
Supervise, lead, and motivate the front desk team, ensuring they provide a welcoming and professional experience for all guests.
Train and develop front desk staff on hotel procedures, customer service techniques, and software systems.
Conduct regular performance evaluations, set goals, and offer ongoing feedback and coaching to improve team performance.
Operational Efficiency :
Monitor front desk operations, ensuring efficiency in guest check-in / check-out, and assisting with guest requests.
Ensure all systems (e.g., property management system, phone systems) are used correctly and that all data is accurately entered.
Coordinate with housekeeping and maintenance teams to ensure rooms are ready for guests on time and to handle any guest issues.
Ensure that front desk supplies are stocked and that the front desk area is clean, organized, and presentable at all times.
Administrative Duties :
Prepare and distribute daily reports, including occupancy, revenue, and guest feedback.
Handle cash, credit, and billing transactions, ensuring accuracy and adherence to company policies.
Review and update guest information and reservations to ensure accuracy in the hotel’s booking system.
Assist with the processing of payments and guest folios, handling discrepancies or issues as they arise.
Compliance & Safety :
Enforce hotel policies, procedures, and security measures to maintain a safe and comfortable environment for both guests and staff.
Ensure compliance with all applicable regulations, including safety and health standards.
Oversee the training and enforcement of hotel security protocols, including access control and emergency procedures.
Additional Responsibilities :
Assist the General Manager with special projects as required.
Handle any additional duties assigned by the management team, including acting as the hotel’s point of contact in the absence of the Property Manager.
Qualifications :
High school diploma or equivalent required; bachelor’s degree in hospitality, business, or related field preferred.
Previous experience in hotel front desk operations, customer service, or hospitality management required (preferably in an extended stay hotel).
Proven experience in team management, training, and leadership.
Strong knowledge of property management software, Microsoft Office Suite, and general office equipment.
Excellent interpersonal and communication skills, with the ability to resolve guest concerns and handle sensitive situations with tact and professionalism.
Ability to multitask, manage time effectively, and maintain attention to detail.
Strong problem-solving skills and a solution-oriented approach.
Ability to work flexible hours, including nights, weekends, and holidays as required.
Physical Requirements :
Ability to stand for extended periods of time.
Ability to lift and carry up to 25 lbs as needed.
Ability to use a computer and telephone for long periods.
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