Front Desk Manager

Job description

Objective / Purpose / Summary:

This position is primarily responsible for welcoming guests as they arrive, coordinating their check-ins to assigned rooms and fulfilling any guest requests swiftly and with the expertise on satisfaction. Taking the time to inform guests about the hotel’s facilities, programs, rewards, and local tourist spots in the area to add value to their experience with us. Accountability of all front desk performance and customer aspects and operations. Management of tasks and minor issues arising during PM shifts. Contacting upper management for major issues and situations. Must display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures and skill development.

Position Responsibilities

Accounting Duties

• Expedia/Booking reconciliations
• Assess high balances and collect
• Collection of meeting room payments/deposits (Ensuring all events are paid 14 days prior to event and setups are input)
• Inspect daily transactions are complete in reference to pet fees and nightly payments

Guest Satisfaction

• Call back log (implement, require and hold employees accountable)
• Meeting room experience is as expected for the customer
• Responding to Expedia/Booking messages and inquiries in a timely manner
• Inspection of meeting rooms and refund of damage deposits after event
• If maintenance is called to a guest room, check in with the guest once maintenance is complete to ensure they are satisfied with the repairs
• Confirm each guest is satisfied with accommodations, make arrangements for any guest that is not
• Ensuring all guest resolution forms are completed within a timely manner
• Ensuring brand standards are met with the objective of meeting or exceeding guest expectations

Managerial Responsibilities

• Managing meeting room rentals / calendar of use / upcoming events / setups
• Come up with inventive ways to exceed guest expectations with FD staff
• Communication between management in terms of accountability for performance (This includes notifying other managers in writing if a team member of their department after hours has not complied with requests, assignments, or company policies)
• Training/re-training (ongoing)
• Point of contact for FD employees that need assistance
• Scheduling of front office/breakfast staff in accordance with business demand
• Implementing new procedures and items as they come out from Choice and OTAs (Central pay, cancellation policies, regulations, etc.)
• Promote all hotel amenities, conveniences and programs offered
• Managing weekend volumes to maximize the revenue and satisfaction
• Being a role model for all team members
• Maintaining and enforcing all property policies and standards as a part of the leadership team

  (Any other assigned tasks from GM as needed.)

  Position Requirements:

• High School Diploma/GED
• 3+ years of customer service experience required
• 1+ year of supervisory/management experience
• Flexible schedule to include nights, weekends, and holidays
• Hotel experience preferred but not required