Front Desk Manager

• Supervise the front office to ensure that they are adhering to all hotel procedures, regulations and standards, while striving towards total guest satisfaction.
• Ensures smooth, efficient and professional operation of all front office operations.
• Ensures that all procedures and policies are in place and followed.
• Ensures smooth check-in and check-out of all guests through proper handling of guest accounts.
• Owns any guest requests and problems and satisfies their needs within acceptable guidelines.
• Performs all front desk functions when needed.
• Leads by example: Provides a gracious and aggressive hospitality towards all customers.
• Adheres to all policies, procedures and standards.
• Assists all associates with questions and or problems which might occur.
• Remains at front desk during peak hours to ensure efficient and smooth service is provided to all guests.
• Creates a productive and positive atmosphere; has a professional relationship with all associates and other departments.
• Empowers all associates to provide outstanding service by using their empowerment guidelines.
• Seeks out and solves problems.
• Plans and conducts meetings on a monthly basis.
• Audits all work for accuracy and consistency on a regular basis. Coaches and counsels staff when appropriate.
• Completes work or special projects as assigned and makes sure due dates are met.
• Works together with staff on the same level; trains and retrains on aggressive hospitality skills, technical skills and communication skills.
• Stays informed of sales strategies, packages, promotions, and discounts; knows how they relate to other departments and how they are to be handled.
• Develops a thorough knowledge of products - hotel rooms, type of rooms, amenities, services of hotel, brand standards etc.
• Develops knowledge of frequent guests and their special requests and needs.
• Controls costs effectively to meet budget guidelines.
• Carries out, within capability, all reasonable requests by management.
• Arrives to work on time.

• Displays aggressive hospitality
• Communicates well with others
• Good organizational skills
• Has a great eye for detail
• Is flexible and has what it takes to get the job done
• Well presented; is well groomed and can conform to hotel’s dress code
• Must be a self-starter and be able to work with minimum supervision
• Possesses a total commitment to guest satisfaction

• Previous hotel experience

• Seeing – Must be able to see well enough to read reports, drive, and use a computer.
• Hearing - Must be able to hear well enough to communicate on the phone and in person.
• Standing/Walking/Mobility – Must be able to stand to operate office machinery. Must be able to move between departments. Must be able to stand for prolonged periods.
• Climbing/Stooping/Kneeling – Must be able to climb multiple flights of stairs. Must be able to stoop and kneel for short periods of time.
• Lifting – Must be able to lift a minimum of 30 pounds
• Fingering/Grasping/Feeling – Must be able to write, type, and use the phone system.

ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

FLSA: exempt