Front Desk Manager

Front Desk Manager

Job Overview :

This position shall strive to provide exceptional service to both internal and external guests at all times. The Front Desk Manager will be responsible providing leadership as well as guidance and support to the front desk and the bell / valet team, training, scheduling and performance management for the overall successful day-to-day operations. The Front Desk Manager will be responsible for developing, training, coaching, development of key performance indicators and operating procedures for all front desk and bell / valet needs. The individual will be leading team members to ensure optimal financial success and superior guest service. The Front Desk Manager often provides the first point of contact for guests and is responsible for creating an excellent, memorable first impression. This position is fully committed to ensuring that all procedures are performed to the department and company standards and serve as an ambassador for Cliff House Maine. Responsible for the supervision of all aspects of Front Desk functions in accordance with hotel standards. Maintains a service and management philosophy that serves as a guide to respective staff.

Essential Functions :

• Responsible for scheduling the front desk team according to business forecast, payroll budget guidelines and productivity requirements.
• Oversees and participates in all aspects of Front Desk.
• Be an expert and demonstrate knowledge of all services / features, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals / departures, room availability status, scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately.
• Champion, promote and successfully track departmental and organizational initiatives (e.g. Guest Satisfaction Scores, Forbes Travel Guide Score, Net Promoter Score, etc.).
• Ensure Front Desk team members properly complete required checklist items at the end of each shift.
• Instill a calm, organized approach when interacting in stressful situations.
• Strives to increase the level of guest satisfaction through team member development and quality image.
• Approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction.
• Ensure that sufficient staffing is present to meet the daily business demands.
• Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent data.
• Foster and maintain strong, positive relationships with team members across all departments through communication and regular face-to-face interaction.
• Verifies that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
• Recruit, hire, train and successfully support and manage the talent of all new and existing team members.
• Ensure pre-shift meetings happen at all shift changeovers in accordance with hotel expectations.

Qualifications :

A qualified applicant is a “people person” who is flexible with their schedule, loves to serve others, and knows how to multi-task while ensuring accuracy.

NEEDED ATTRIBUTES

Employees must fulfill their performance standards for this position and comply with policies, rules and procedures of the Hotel, including those set out in the Employee Handbook or otherwise communicated (verbally or in writing) to employees. The job description is intended to describe the general nature and work responsibilities of the position. This job description and duties of this position are subject to change, modification and addition as deemed necessary by the Hotel. Employees are required to comply with supervisory instructions and perform other job duties, responsibilities and assignments requested by supervisors, managers or other Hotel Officials.