What are the responsibilities and job description for the Hotel Front Desk Manager position at Holiday Inn Express and Suites?
General Duties
The Front Desk Manager will supervise the hotel's front desk operation while striving towards total guest satisfaction. They will ensure that all associates are adhering to all hotel policies, standards, procedures and regulations. They need to be able to perform in all front office functions, be responsible for hiring, training and development of all associates working for the front office, and deliver top level customer service.
Specific Duties
- Responsible for the smooth, efficient and professional operation of all front office areas.
- Ensures that all hotel procedures and policies are in place and followed.
- Conducts audit and controls on a regular basis. Coaches and counsels associates whenever appropriate.
- Ensures good communication between departments.
- Train and develop associates to the highest possible extent. Ensure that daily training is provided for technical, hospitality, communication, management, and organizational skills.
- Leads by example. Provides a high-quality service and aggressive hospitality towards all customers.
- Ensures that recognition programs for both guest and associates are in place and working.
- Initiates additional tasks to improve existing procedures and guest satisfaction.
- Resolves system problem and can operate the system manually. Can lead the staff through a down time.
- Initiates monthly meeting in the department. Attend staff meetings, operation meetings, forecast meetings, and sales strategy meetings.
- Is in the guest area during high traffic times to assist the front office and to ensure smooth operations.
- Have plans and actions in place to meet goals and mission of the company and the hotel.
- Be well groomed and conform to the company’s dress code.
- Be informed about daily operations and events.
- Be highly visible during extraordinary events.
- Be familiar with sales strategies; communicate daily with sales.
- Develop a thorough knowledge about all brands within IHG.
- Know all frequent customers and be familiar with their special requests. Ensure that all needs are met.
- Be knowledgeable about all emergency plans and know how to act upon them.
- Report any unusual occurrences immediately to the General Manager.
- At all times strive to represent hotel and management company in the most professional and courteous manner.
Job Type: Full-time
Pay: $42,000.00 - $52,000.00 per year
Benefits:
- Employee assistance program
- Employee discount
- Paid time off
Schedule:
- 8 hour shift
Application Question(s):
- What PMS system did you use at your previous hotel?
- What makes you the best candidate for this position?
Education:
- High school or equivalent (Required)
Experience:
- Hospitality: 1 year (Preferred)
- Hotel experience: 1 year (Preferred)
Work Location: In person
Salary : $42,000 - $52,000
