Front Desk Manager

SUMMARY

The Front Desk Manager is responsible for the supervision of all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas. Takes cash or processes credit cards as well as provide concierge services in a gracious and professional manner.

JOB DUTIES

• Train, cross-train, and retrain all front office personnel
• Supervise associates in their assigned job duties
• Provide outstanding services and ensure customer satisfaction
• Address customer concerns and complaints promptly and professionally
• Answer phone switchboards and transfer calls and take messages
• Manage incoming and outgoing mails and faxes
• Enforce all cash-handling, check-cashing, and credit policies
• Plan and assign workloads for front office associates
• Check-in and check-out hotel guests in a confident, professional, and friendly manner
• Complete all items as listed on shift checklists
• Ensure proper credit card procedures are followed at all times to include credit card imprint and guest signature on registration slip
• Communicate service and amenities of the hotel to guests
• Take, record, and relay messages accurately, completely and legibly
• Meet with departing Front Desk Agent to review business status, log-book and follow-up items
• Knowledgeable of hotel fire and emergency procedures
• Keep the front desk as well as lobby areas clean and well organized
• Legibly document maintenance needs in front desk log and submit to Manager
• Work within allocated budget for the front office
• Wear proper uniform at all times and require same of all front office employees
• Uphold the hotel’s commitment to hospitality
• Maintain complete knowledge at all times of:

• all hotel features/services, hours of operation
• all room types, numbers, layout, décor, appointments and location
• all room rates, special packages and promotions
• daily house count and expected arrivals/departures
• room availability status for any given day

• Other duties as necessary

REQUIREMENTS

• High School Diploma or equivalent. Two-year college degree preferred but not required.
• Minimum one year experience in hotel front desk supervisory role or a similar capacity, experience managing others, handling cash, accounting procedures, and general administrative tasks
• Be able to work in a standing position for long periods of time (up to 5 hours)
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision
• Ability to work weekends, holidays, and evenings
• Ability to effectively communicate both written and verbal
• Proficient with Microsoft Programs and other office equipment
• Good problem solving and multitasking skills and ability to develop conceptual alternatives
• Mathematical skills required and high attention to detail
• Solid interpersonal skills that allow one to work effectively in a diverse working environment
• Dependable