Front Desk Manager

RESPONSIBILITIES (include but are not limited to): 

• Review Front Desk logbook for any other information or incidents.  

• Review all arrivals noting any special requests or challenges  

• Assess whether any guest relocation will be necessary.  

• Monitor and maintain property interfaces. 

• Make sure all shifts are covered as scheduled, cover as necessary.  

• Follow established key control policy and ensure proper credit policies are followed.  

• Inspect VIP arrival rooms. 

• Assist guests with services and requests.  

• Knowledgeable of Fire and Emergency Procedures.  

• Run and attend departmental training classes/seminars when scheduled.  

• Professional contact via telephone with all other hotel departments such as, Reservations, Sales, Housekeeping, Bell Staff, valet, Engineering, etc...is crucial to ensure that hotel services are coordinated to provide the best in guest and employee satisfaction.  

• Oversee and supervise all duties performed by all Front Office employees.  

• Create and post all employee schedules. 

• Coach, Counsel & Discipline employees when necessary, using proper documentation and proper techniques.  

• Ensure that all Front Office employees complete their essential duties before their departure. 

• Ensure that all Front Office employees are posted at their stations at scheduled time. Assist with all sick calls or tardiness by finding proper coverage, report to work and stay until proper coverage can be found.  

• Assist with any scheduled shift problems on the Night audit shifts.  

• Accountable for the proper training and daily monitoring of all service levels provided by employees to guests and other fellow employees.  

• Accountable for meeting or exceeding levels of service required by the Mystery Shopper Survey.  

• Monitor and maintain proper Front Office operational supplies.  

• Accountable for meeting or coming in under payroll and expense budgets.  

• Accountable for maintaining and monitoring that all employees follow proper cash handling procedures.  

• Assists general manager in the development of the department's annual budget. Monitors performance against plan. 

• Accountable for the "guest ledger" and its proper daily maintenance.  

• Acts as Manager on Duty as required. 

• Facilitates monthly department meetings and attends weekly staff meeting, daily meetings and other meetings as required. 

• Assist in the building of an efficient team by taking active interest in employees’ welfare, safety, and development. Encourage the team to maintain positive and productive relationships with colleagues and other departments.  

• Assist with training employees to ensure they have the necessary skills to perform their duties with the maximum efficiency and in the most productive manner while maintaining workplace safety. 

• Complete projects and other tasks as assigned/as they become necessary. 

QUALIFICATIONS (to do this kind of work, you must possess/be able to): 

• High School Diploma or equivalent required; college degree preferred.  

• 1-2 years previous relevant experience required. 

• Must be legally authorized to work in the United States. 

• Must be numbers-oriented, computer-literate including written communication, spreadsheet formulation and online order-entry and computer systems. 

• Ability to communicate and negotiate effectively with internal/external customers both in written and verbal format.  

• Deal with the general public, customers, associates, and government officials with tact and courtesy. 

• Proven ability to train and motivate a team of professionals.  

• Proven track record of success in achieving financial and service objectives.  

• Ability to read and interpret business records and statistical reports. 

• Ability to use mathematical skills to interpret financial information and prepare budgets. 

• Interpret established policies and understand the government regulations pertaining to the business. 

• Make business decisions based on production reports and similar facts as well as on your own experience and personal opinions. 

• See differences in widths and lengths of lines such as those on graphs. 

• Plan and organize the work of others, change activity frequently, and cope with interruptions. 

• Must be flexible and able to work all shifts, including mornings, evenings, overnight, weekends and/or holidays.