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Front Desk Manager

2 months ago

New Orleans, United States Hotel Management of New Orleans LLC Full time
Job DescriptionJob DescriptionDescription:

The Front Desk Manager assists the General Manager with the oversight of the hotel’s daily operations. They work directly with the Front Desk Agents, handling scheduling, guest check-ins & check-outs, and problem resolution. Additionally, the Front Desk Manager plays an active role in the training and development of the front desk team members.


Duties and Responsibilities:


Guest Services:

  • Manage all aspects of guest services, including registration, information, accounting, parking, directions, and sightseeing.
  • Monitor bell and valet staff activities to ensure proper guest support and service.
  • Handle guest requests and complaints, ensuring satisfactory resolutions.

Hotel Operations:

  • Verify housekeeping activities to prepare rooms for occupancy.
  • Maintain working knowledge of hotel rates, promotions, and package programs.
  • Accurately process transactions related to cash receipts, credits, and charges to guest accounts.
  • Properly route mail, packages, telephone calls, and messages.
  • Maintain daily logs of the Front Desk Journal, Incident/Accident Reports, and any other required documentation.
  • Accurately process reservation requests and modifications.
  • Document and report maintenance deficiencies.

Safety and Security:

  • Maintain working knowledge of hotel life safety systems and emergency procedures.
  • Securely manage room key inventory and guest information.
  • Securely manage the guest safe deposit box system.
  • Accurately maintain the shared cash bank.

Other Responsibilities:

  • Manage Front Desk schedules, including handling call-offs.
  • Screen applicants, conduct employee training, and perform periodic staff evaluations.
  • Review guest requests or complaints and report the request, problem, or resolution to the General Manager.
  • Maintain a working familiarity with hotel layout, including corridors, exits, guest rooms, and store rooms.
  • Maintain a working familiarity with hotel room types and categories.
  • Ensure the hotel lobby and front desk areas are neat and orderly at all times.
  • Complete any requests made by the General Manager.
Requirements:

  • Proven experience in a similar role within the hospitality industry.
  • Strong organizational and multitasking abilities.
  • Excellent communication and interpersonal skills.
  • Ability to handle stressful situations with professionalism.
  • Knowledge of hotel management software (Opera) and MS Office.
  • High school diploma; a degree in hospitality management or a related field is a plus.