Hotel Front Desk Manager

Overview

The Front Desk Manager is responsible for ensuring the operation of the Guest Services, Concierge, PBX, and Uniformed Services/Transportation in an attentive, friendly, efficient, and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue, occupancy, and following Marriott high standards of quality.

Responsibilities

• Motivate, coach, counsel, and discipline all Front Office Staff.
• Create, train and sustain a culture of guest service excellence in all front office personnel.
• Assist in developing sustainable training for all front office personnel (including Valet if applicable) regardless of employee’s tenure in the front office.
• Train staff in the learning and delivery of concierge services to guests.
• Develop portals for front office staff to stay current with downtown events, services and facilities so as to better assist guests.
• Reports management including analysis of data, communication of results and tactics for required corrections.
• Schedule staff according to activity levels expected at the front desk.
• Train staff in service recovery, and conduct follow-up to service recovery situations.
• Conduct “guest service” audits of front office staff including PBX, and if applicable Valet.
• Work closely with Sales on group resumes, ensuring thorough comprehensive understanding and delivery of information on the group and seamless delivery of service to the group.
• Partner with Accounting, Housekeeping and Engineering departments in the customary interactions related to front office/ rooms operations.
• Review VIP arrival reports and communicate as needed to staff. Maintain guest confidentiality as necessary.
• As may be necessary stage and oversee delivery of amenity packages to guest rooms as expressed in group resume, BEO or individual reservation.
• Enforce absolute adherence to PCI Guidelines from all front office staff.
• Manage cash handling procedures as prescribed in Magnolia Hotels’ procedures.
• Be the Hotel standard bearer for professionalism, appearance, service, and success to the Hotel staff.
• Conduct all other duties, responsibilities, actions and activities that are inherent in a Front Office Manager position
• Other duties as assigned by the General Manager or Director of Operations.
  
  

Qualifications

• Preferred but not required to have previous lightspeed experience
• Must have Front Office Manager exeperience or Assitant Front Office Manager experience.
• Experience in applying sustainable training programs to front office personnel.
• Experience in cash/credit controls and compliance with statutory or contractual requirements such as PCI Guidelines.
• Ability to communicate, both verbally and written, effectively with guests, vendors and co-workers.
• Strong organization, motivation, and interpersonal skills.
• Critical thinking, problem solving, judgement and decision making abilities.
• Strong verbal and written communication skills.
• Detailed oriented and strong organizational and multi-tasking skills.
• Ability to effectively cope with change, handle risk and uncertainty comfortably, ability to shift gears at a moment’s notice while being composed under pressure. Does not show frustration when dealing with upset guests or associates.
• Relates to all types of people – up, down, and sideways, inside and out the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably.
• Genuinely cares about people, demonstrates real empathy and the joys and pains of others.
• Flexibility to meet the demands of a 24-hour operation. Due to the nature of the hospitality industry, associates may be required to work varying schedules, including holidays and weekends to accommodate the business and demands of the property.
  
  

Experience, Education, & Licensure

• High school diploma or equivalent
• Completion of College Level courses with concentration in Business or Hospitality is strongly desirable.
• Two(2) or more years’ experience as a manager in the Hospitality Industry
  
  

We offer a competitive benefit package for full-time, regular team members that includes: group medical, dental, vision, life, disability benefits, and an employee assistance program. We also offer paid time off/sick time and are proud to offer participation in a 401(k) plan with a company match, 10% potential Bonus and parking available.

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