What are the responsibilities and job description for the Front Desk Manager position at Gale Hotels?
SUMMARY:
The Front Desk Manager is responsible for enhancing and improving our hotels experience by providing outstanding service to our guests. Provides hands on management style, by providing training to new hires and staff, taking and assisting with reservations, excellent customer service, being a team player and having a positive attitude. Also provides support to the General Manager through oversight of front desk duties and assignments.
RESPONSIBILITIES:
- Greet all guests, vendors, and visitors professionally, and with a smile.
- Monitor competitor hotel daily/weekly rates and coordinates (with General Manger) upcoming hotel rate adjustments.
- Development of weekly front desk schedules and for approving front desk PTO requests.
- Inspect guest rooms (if needed and requested by the General Manager or housekeeping supervisor).
- Assist with accounting issues that arise with guest invoices.
- Assist with guest complaints and resolution of issues (as possible).
- Process guest check-in and check-out in accordance with hotel policy and procedures.
- Make and confirm guest reservations.
- Answer phone professionally and cordially.
- Assist guests with special requests including room placement when possible.
- Share hotel amenities and special features with guests.
- Process all payment types e.g. charges, cash, checks, debit or credit cards.
- Coordinate with Housekeeping Department to track room readiness and communicate guest concerns if necessary.
- Ensure that all complaints regarding service and/or accommodations are investigated and resolved in a friendly and respectful manner.
- Assist in completing required Front office reports.
- Keep General Manager informed of any guest issues or concerns.
- Report suspicious activity to General Manager and law enforcement when deemed necessary.
- Follow and implement rules and regulations as per hotel Standards.
- Flexible to cover varying shifts, as needed.
- Other duties as required.
QUALIFICATIONS:
- One - three years of employment as a Front Desk Manager in a luxury hotel or resort environment.
- Knowledge or Microsoft Office and hotel software.
- Knowledge of hotel operations and procedures.
- Excellent customer service skills.
- Outstanding interpersonal and communication skills.
- Ability to work well under pressure.
- Ability to handle difficult customer situations.
- Strong organizational and problem-solving skills.
- Ability to speak, read and write English. Spanish speaking proficiency is a plus.
- Ability to act professionally and remain impartial in all circumstances regarding guests and employees.
- Ability to work flexible hours, including evenings and weekends.
- Maintain confidentiality of guest information and pertinent hotel data.
EDUCATION:
- Bachelor's degree in hospitality management or related field
REASONING ABILITY:
- Excellent verbal and written communication skills, with the ability to interact effectively with guests, associates, and external partners.
- Ability to work well under pressure and respond quickly and effectively to emergency situations.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job is primarily performed in an office environment with a moderate noise level. While performing the duties of this job, the employee is required to frequently inspect inside and outside areas of the property location and may be exposed to on-going construction and various weather conditions. The noise level in the work environment may range from moderate to loud.
The above job description describes the primary duties and qualifications for this position. The company reserves the right to modify, add or remove duties other duties as necessary.
