Responsible for all front office functions and employees. As the department head, the Front Desk Manager directs and works with employees to successfully execute all front office operations, including guest arrival and departure procedures, handling complaints, and scheduling. Strives to continually improve guest and employee satisfaction.

Responsibilities

• Oversee daily department operations and verify compliance with all policies, standards, and procedures
• Create weekly schedule based on business demand, track employee time and attendance
• Participate in the development and implementation of corrective action plans to improve guest satisfaction
• Maintain performance management program to ensure employees are regularly evaluated, trained, and coached
• Resolve guest complaints and accommodate reasonable requests
• Supervise staffing levels to verify that guest service, operational needs, and financial objectives are met; hire as needed
• Guide and motivate employees to provide excellent customer service
• Train, supervise, and support Front Desk on sales, hospitality, software, and professionalism
• Sell and manage group reservations
• Reply to emails, phone calls, and other messaging systems in a timely and professional manner
• Manage situations that arise during Manager on Duty shift
• Inventory stock to verify adequate supply, order as needed

Qualifications

Required Skills/Abilities 

• Active listening
• Management
• Social Perceptiveness
• Oral Expression

Education and Experience

• A minimum of 1-year supervisory experience in hospitality or a related field

Physical Requirements

• Must be able to remain in a stationary position up to 12 hours