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2 days ago
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Front Desk Manager
2 months ago
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.
- 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.