Front Desk Manager

Job Overview:

DUTIES & RESPONSIBILITIES

General Activities

1. Exceeding Customer Expectations
   • Providing services that are above and beyond for customer satisfaction and retention.
2. Demonstrating Leadership
   • Utilizing interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
3. Improving Service
   • Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
4. Developing and building teams
   • Encouraging and building mutual trust, respect and cooperation among team members.
5. Demonstrating appropriate behaviors
   • Serving as a role model to demonstrate appropriate behaviors.
6. Supervising Associates
   • Supervising and managing associates. Managing all day-to-day operations. Understanding associates positions well enough to perform duties in associates’ absence.
7. Communicating with Supervisors, Peers or Subordinates
   • Providing information to supervisors, co-workers and subordinates by telephone, in written form, email or in person.
8. Making Decisions and Solving Problems
   • Analyzing information and evaluating results to choose the best solution and solve problems.
9. Managing Daily Operations of the Area or Department
   •  Managing day-to-day operations, ensuring quality, standards and meeting the expectations of the customers on a daily basis.
10. Coaching and Developing Others
    • Identifying the developmental needs of others and coaching, mentoring, or helping others to improve their knowledge or skills.
11. Guiding, Directing, and motivating Subordinates
    • Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
12. Communicating Information Timely
    • Informing and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
13. Organizing, Planning and prioritizing Work
    • Developing specific goals and plans to prioritize, organize, and accomplish your work.
14. Resolving Conflicts and Negotiating with Other
    • Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
15. Monitoring and Communicating Customer Recognition/Service
    • Implementing the customer recognition/service program. Communicating and ensuring process.

Specific Tasks

• Responds to and handles guest problems and complaints
• Sets a positive example for guest relations
• Empowers associates to provide excellent customer service
• Observes service behaviors of associates and provides feedback to individuals
• Solicits associate feedback, utilizes an “open door” policy and reviews associate satisfaction results to identify and address associate problems or concerns.
• Trains staff and monitors adherence to all hotel and partner companies’ policies and procedures to reduce bad debts and rebates
• Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction
• Supervises same day selling procedures to maximize room revenue and control hotel occupancy
• Supervises Front Desk shift operations and ensures compliance with all policies, standards and procedures
• Ensures associates understand customer service expectation and parameters
• Brings issues concerning associates satisfaction to the attention of the department manager and Human Resource
• Performs all duties in the desk as necessary
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Assist as needed in the interviewing and hiring of associate team members with the appropriate skills
• Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team
• Interacts with guests to obtain feedback on product quality and service levels
• Ensure hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating procedures (SOPs and LSOPs and support the Peer Review Process
• Supervises all areas of the Front Office in the absence of the Front Office Manager
• Ensure that regular on-going communication is happening with associates to create awareness of business objectives and communicate expectations, recognizes performance, and procedures desired result
• Front Desk shifts whenever necessary
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement
• Participate in departmental meetings and continually communicates a clear and consistent message regarding the concierge desk goals to produce desired results
• Understands the impact of department’s operations on the overall hotel financial goals and objectives and manages to achieve or exceed goals
• Supports a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job

• Participate in associate progressive discipline procedures

Other

• Performs other duties as assigned to meet the business need