Front Desk Manager

FRONT DESK MANAGER

 Job Summary: The Front Desk Manager is responsible for ensuring the operation of the Front Desk, Guest Services, and Night Audit, in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy. 

The annual salary for this position is: $60,406.

 Duties & Functions

• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner. 
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working. 
• Consistently comply with Hilton standards and regulations to encourage safe and efficient hotel operations. 
• Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction. 
• Motivate, coach, counsel and discipline all Guest Services personnel according to AFP Management SOP's. Ensure compliance to Hilton Standard training, using the steps to effective training according to Hilton standards. 
• Develop employee morale and ensure training of Guest Services personnel 
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc. 
• Review Guest Services staff's worked hours for payroll compilation and submit on a timely basis. 
• Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements. 
• Ensure that no-show revenue is maximized through consistent and accurate billing
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments
• Work closely with accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Maintain lobby and front desk presence during peak times and as needed and manage and organize large tum days (including group check-ins or check-outs).
• Monitor and support corporate Guest Recognition Program. 
• Monitor out-of-order, out-of-service, discrepant and show rooms. 
• Manage sell-out opportunities; review arrivals report checks on rooms’ inventory, control guest relocation according to Hotel SOP. 
• Block special requests as needed; VIPs, special needs rooms, connecting, etc. 
• Ensure correct and accurate cash handling at the Front Desk.
• Be familiar with all corporate sponsored Establish and maintain key control system. 
• Focus the Guest Services Department on their role in contributing to the SALT.
• Review daily Front Office work and activity reports generated by Night Audit.
• Review Front Office logbook and Guest Request log daily. 
• Attend meetings/training as required by management. 
• Perform other duties as requested from management.

Education & Experience: 

• At least 4 years of progressive experience in a hotel or related field: or a 2-4-year college degree and at least I year of related experience; or a 2-year college degree and 2 or more years of related experience. 
• Supervisory experience required. 
• Must be proficient in Windows Word, Excel, Delphi, OnQ Preferred
• Must have a valid driver's license from the applicable state. 

Physical & Mental Requirements: 

• Light work -Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand up to 8 hours.

• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must routinely meet deadlines.
• Must be able to multitask
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the need.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.  

The Albany Hilton is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Salary : $60,406