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Front Desk Manager

2 months ago

Austin, United States Hotel Carp LLC Full time
Job DescriptionJob Description

About Us

In 2006 Bunkhouse was created to oversee a growing portfolio of hotels and Jo’s Coffee locations. Bunkhouse has a reputation for building memorable experiences that offer more than just a good night’s sleep and a great cup of coffee. Passion for design, tireless attention to detail and commitment to creating authentic culture have earned our properties a unique place in the hearts and minds of those who visit us. Our work is rooted in the communities in which we exist, and we believe above all else in creating an awareness of and connection to a sense of place in all that we do.

Job Summary

This position is responsible for providing superior service with all guest interactions. Specifically, a Front Desk Manager will excel in telephone operations, reservations management, concierge services and overseeing the Front Desk operations in its entirety.

The person in this position must have good communication skills, the ability to resolve conflict, and a thorough understanding of Bunkhouse policies. Furthermore, Front Desk Managers must develop and maintain the company’s culture, values and reputation in the public eye, and with all staff, guests, vendors and partners.

Responsibilities

  • Adhere to all standards of operations, policies and procedures, manuals, training material, memos and verbal instructions.
  • Ensure all employees adhere to dress code policies for their scheduled shift.
  • Maintain thorough understanding of the Property Management System
  • Promote and encourage guest name recognition.
  • Maintain knowledge of all property services and amenities
  • Ensure all calls are answered in a courteous, professional and efficient manner.
  • Ensure the accuracy of hotel guest reservations and group reservations (i.e. rates, dates of stay, room types, VIP amenities, billing instructions, etc.)
  • Effectively organize and book all group reservations and manage subsequent group contracts and associated billing.
  • Ensure guests receive indulgent service through concierge services and flawless check-in and check-out procedures, etc.
  • Resolve customer complaints regarding Front Office operations as well as assist all departments with customer complaints regarding billing issues.
  • Ensure immediate response is given to any and all guest comments and concerns and inform supervisor of concerns and assist in implementing corrective action.
  • Train and supervise Front Desk team.
  • Oversee the VIP program and overall guest experience (GEM); oversee subsequent training of team members who support this effort.
  • Develop departmental objectives, budgets, policies, procedures and strategies.
  • Demonstrates a working understanding of labor cost control through effective scheduling and proactive management, including minimizing departmental overtime.
  • Manage Front Desk timecards, including data entry of departmental schedule, historical tracking, checking for accuracy and approving department timecards.
  • Manage employee review dates and hold staff accountable for their job performance through regular performance evaluations.
  • Ensure staff have a complete understanding of their job requirements and sufficient training after holding them accountable for results.
  • Assist in performing personnel actions such as hiring and firing staff and consulting with other managers as necessary.
  • Maintain awareness of documentation needed and retained in employee files.
  • Assist accounting with department invoice approval and departmental allocation.
  • Maintain accuracy with all accounting and billing and end of month procedures.
  • Process all Travel Agent commissions.
  • Manage hotel donations.
  • Ensure open lines of communication with staff, all departments and upper management at all times via email, logbooks, meetings, etc., to ensure all needs of the hotel are met.
  • Act as the point of contact for guest complaints and concerns in the absence of the and General Manager
  • Maintain a high level of cleanliness and safety in the work area.
  • Ensure that all equipment is maintained in good, safe working condition.
  • Maintain an increased awareness of safety issues throughout the property.
  • Keep abreast of safety and emergency procedures and OSHA requirements.
  • Attend relevant meetings.

Education and Experience Requirements

  • High School diploma or general education degree (GED).
  • 2 years of front desk related experience in the hospitality or service industry.

Policy and Service Responsibility

  • Must adhere to all hotel/company loss prevention guidelines.

Physical Requirements

  • Able to perform the essential functions consistently safely and successfully with the ADA, FMLA, and other federal, state and local standards, including meeting quality standards.
  • Ability to maintain regular, punctual attendance consistent with the ADA, FMLA, and other federal, state and local standards.
  • Must be able to lift and carry up to 50 lbs.
  • Must be able to sit, stand, and squat frequently.

We are an Equal Opportunity Employer. All employment decisions are to be made without regard to race, color, age, sex, gender, sexual orientation, gender identity or expression, pregnancy, religion, creed, marital status, transgender status, partnership status, familial status, national origin/ancestry, alienage or citizenship status, mental or physical disability or medical condition, handicap, military status, veteran’s status, genetic information, unemployment status, status as a victim of domestic violence, status as a victim of sex offenses or stalking, employment status, sexual or reproductive health decisions, your height or weight, hair (per the “CROWN” act), or any other status protected by federal, state, or local law (“Protected Characteristics”).

Benefits:

Bunkhouse pays competitive wages and offers a liberal working environment that encourages individuality and creativity. We offer a superior benefits package to employees who work 30 hours/week or more that includes:

  • Highly subsidized Medical, Dental and Vision insurance
  • Company paid Life Insurance and Long-Term Disability coverage
  • Short Term Disability coverage
  • Generous Paid Time off (Full Time)
  • Free stays at Bunkhouse hotels (Full Time)
  • 401k with company matching
  • Employee Discounts (50% off on food & beverage)
  • 8 weeks paid Parental Leave (Full Time, after 1 year employment)

Bunkhouse Core Values:

  • BE REAL. We treat everyone like human beings. We are respectful and authentic, we listen, and we develop meaningful relationships with guests, customers and each other. We encourage our employees to have a voice and to use it to improve the work we do.
  • CREATE MAGIC. In design, service and all things, we go above and beyond to inspire. Every detail counts, and we believe that our work is a collaboration that depends on all of us bringing our creativity and passion to work with us every day.
  • BE HERE NOW. In our work, creating a sense of place is important. We contribute to the fabric of our respective communities by honoring, representing and supporting the communities in which our businesses exist. We make it our goal to be experts on our cities, and we leave travelers with a sense of where they have been.
  • EMBRACE ADVENTURE. We don’t always know where the road will lead, but we know that we’ll have each other along the journey. We strive to learn and grow from our experiences, to create meaningful structure along the way and, in some cases, to embrace chaos when necessary.
  • LOOK TOWARDS THE FUTURE. We work with a spirit of continuous improvement in all areas. We seek to provide a path of growth for all of our employees and for Bunkhouse as a whole.