Front Desk Manager
1 month ago
POSITION OVERVIEW:
The front desk manager is responsible for the management of all aspects of the front office in accordance with Taj standards. Directs, implements, and maintains a Forbes Five Star service, management, and leadership philosophy, which serves as a guide to respective staff.
KEY RESPONSIBILITIES
- Maintain complete knowledge always of:
- All hotel features and services as well as hours of operation
- All room types, numbers, layout, décor, appointments and location
- All room rates, special packages and promotions
- Daily house count and expected arrivals / departures
- Room availability status for any given day
- Review daily arrivals to ensure proper handling of VIPs and Return Guests, groups, etc. and to escort VIPs and Return Guests to their rooms.
- Supervision of Front Desk agents ensuring the smooth flow of operations
- Ensure SOP’s are adhered to and system in place to monitor it daily
- Ensure Front Desk agents are constantly reminded of the Taj Standards and Forbes Five Star Standards
- Responsible to ensure guest comment cards with negative feedback are followed up on with the guest and staff where applicable
- Counsel and ensure accountability of team; always keeping moral high
- Ensure relevant training for the department is carried out and completed
- Communicate with Executive Team and Head of Department on a daily basis to review business status and ensure effective handover of operation and follow up items
- Handle disciplinary problems and counsel employees according to hotel work rules and standards
- Monitor the staff interaction with guests, ensuring prompt and courteous service; resolve all discrepancies and glitches
- Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to Forbes Five Star standards
- Responsible to ensure important information is shared daily with the entire team and the managers.
- Display creativity and take initiative to improve the operation.
- Work with and assist all other department as necessary with their job functions to ensure complete and optimum guest satisfaction
- Communicate closely with accounting for any issues related to finance
- Handle guest complaints according to standards ensuring guest satisfaction
- Foster and promote a cooperative working climate with team members to maximize productivity and ensure positive employee moral
QUALIFICATIONS and REQUIREMENTS:
- A minimum of 3 years of front desk management experience
- Experience in the luxury hotel market is preferred
- Degree in Hospitality Management is a plus
- Prior experience in a union environment highly preferred
- Strong leadership and customer service skills is necessary
- Previously demonstrated leadership skills supporting a diverse team focusing on achieving excellence, interdepartmental teamwork, and exceptional customer service
- Must be a creative and effective leader and team player, possessing a high degree of professionalism, energy, and determination
- Must be able to work in a fast-paced environment; all shifts including overnights
- Excellent communication skills, both written and oral
- Results oriented with the ability to adapt to the challenges of a continually evolving workforce, while remaining flexible and working under pressure
- Ensure a safe work environment is always maintained and that all team members are committed to working safely
PHYSICAL REQUIREMENTS
NOTE: All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
Position:* While performing the duties of this job, the employee is required to stand, sit, or walk for an extended period.
Force:* Lift and/or move and/or push up to 50 pounds without assistance.
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