What are the responsibilities and job description for the Front Desk Operations Manager position at Cliff House Maine?
Job Title: Front Desk Manager
Job Summary:
This position is responsible for providing exceptional service to internal and external guests at all times. The Front Desk Manager will lead the front desk and bell/valet team, providing guidance, support, and training to ensure optimal day-to-day operations.
Key Responsibilities:
- Develop and implement key performance indicators and operating procedures for the front desk and bell/valet teams.
- Supervise and participate in all aspects of front desk operations, including scheduling, payroll, and productivity management.
- Be an expert in all services, features, hours of operation, room types, room rates, special packages, and promotions.
- Champion and promote departmental and organizational initiatives, such as guest satisfaction scores and net promoter scores.
- Ensure team members complete required checklist items at the end of each shift.
- Instill a calm and organized approach when interacting with guests in stressful situations.
- Strive to increase guest satisfaction through team member development and quality image.
- Approach internal and external guest opportunities with a sense of heartfelt care and urgency.
- Ensure sufficient staffing to meet daily business demands.
- Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent data.
- Foster and maintain strong relationships with team members across all departments.
- Verify regular on-going communication with employees to create awareness of business objectives and communicate expectations.
- 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:
- Minimum of one year of supervisory experience in a high-volume setting.
- Previous hospitality experience in a Four Diamond quality organization.
- Previous experience with Windows, Office, and Property Management Systems.
- Ability to effectively communicate and provide directions in a clear, concise, and professional manner.
- Availability to work varied shifts and a flexible schedule.
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.
