Hotel Front Desk Manager

The Funplex Mount Laurel, a part of Lahn Hospitality and Amusement Group, is seeking a full-time experienced Front Office Manager for its Dual Branded La Quinta & Hawthorn Suites Hotel. The ideal candidate will manage front office operations to achieve high levels of customer satisfaction by providing quality service and comply with corporate/brand policies and procedures while meeting/exceeding financial goals.

Duties and Responsibilities Essential

1. Manage Front Office staff effectively: schedule, train, coach, counsel, and conduct performance reviews; resolve problems; provide thorough communications, discipline and recommend terminations of employment as necessary. Ensures brand e-mail is checked daily and surveys responded to in a timely manner.

2. As necessary conduct Front Desk activities; check guests in and out efficiently and courteously; be proactive and anticipate guest needs; respond to customer concerns, issues, inquiries, and input in a timely, professional, and courteous manner; resolve customer complaints, escalate issues as necessary or report to other departments for resolution.

3. Pre-register, block reservations and take same-day reservations following hotel rate structures, discounts, and sell strategies; cancel reservations according to procedures. Handle accounting reconciliation for third party bookings. Ensures advance purchase is completed on a weekly basis.

4. Respond to customer concerns, issues, inquiries, and input in a timely, professional, and courteous manner; resolve customer complaints, escalate issues as necessary or report to other departments for resolution.

5. Implement Company/Brand programs to achieve service quality goals, while ensuring compliance with all specified policies and procedures; communicate with sales staff to define and implement sales strategies for improving occupancy levels and revenues.

6. Prepare forecasts and reports as directed; implement and monitor results to budget projections; develop recommendations for minimizing expenses and maximizing revenue.

7. Monitor and maintain the Front Office systems and equipment to ensure optimum performance; report issues as necessary. Ensure property walk throughs.

8. Prepare and submit travel agent commission reports, third party reports, brand frequent traveler program points and other reports requested by management.

9. Order supplies as needed to provide quality customer service.

10. May temporarily assume Assistant General Manager, or General Manager, responsibilities as required.

11. Must be willing to cover any and all shifts/call-outs by Front Desk Agents.

12. Must be willing to work a varying schedule open to any and all shifts.

13. Other duties as assigned by General Manager.

Requirements

• Opera experience not a must, but strongly preferred.
• Wyndham experience strongly preferred; must have at least 3 years of front office manager experience or 5 years of front desk agent experience to be considered.

Work Experience

Knowledge and Skills Requirements

• Sound working knowledge of related company and brand policies, procedures, and services; general knowledge of other departments in the hotel, including a good understanding of basic operations and functions of all other departments and emergency systems, policies and procedures.
• Good understanding of revenue management policies and practices and excellent proficiency in the property?s revenue management computer program.
• Good management/supervisory skills.
• Excellent interpersonal and written/verbal communication skills.
• Excellent proficiency with Front Office computer systems; intermediate proficiency with Word, Excel, and MS Outlook.
• Excellent command of the English language; second language proficiency desirable.

Benefits:

Medical, Dental, Vision, 401K match