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Front Desk Manager
3 months ago
Position Title: Front Desk Manager
Reports to: Front Office Manager
Department: Front Office
FLSA Status: Exempt
Prepared Date: December 2022
Summary
The Front Desk Manager will report to the Front Office Manager and will work closely with the Front Office team. The Front Desk Manager will be responsible for managing the day to day operations of the front office and is responsible for managing the first impression of our guests and sets the tone for their stay.
Essential Duties and Responsibilities
- Supporting Front Office Manager in managing the day-to-day operations of the entire Front Office.
- Managing rooms in Opera.
- Scheduling and training staff.
- Maintain procedures for security of cash, credit and financial transactions, and guest security. Ensure department correctly follows and adheres to hotel financial handling policies.
- Manage and report on expenses (payroll + supplies) to aid in controlling costs while ensuring adequate staff and supplies are on hand to provide quality service.
- Maintain accuracy and thoroughness on various reporting requested on a daily, weekly or monthly basis.
- Oversee daily departmental lineups and ensure staff is in proper uniform and well informed of the day’s events, perform daily walkthrough’s as required and ensure accuracy of closing reports and drops.
- Engage with guests and follow up to ensure complete resolution. Respond to guest comments and criticism in a constructive and positive manner, looking at such as an opportunity to build guest satisfaction. Educate and empower team members to act in a similar capacity. Ensure daily manager log is maintained and appropriately resolved.
- Conduct regular associate/departmental meetings and administer counseling, discipline to associates as necessary and provide training and recognition to employees at all levels to maintain a team-oriented environment.
- Maintains a high level of confidentiality with all employer/guest information.
- Maintain professional appearance and grooming standards.
- Follow all policies and procedures put forth by The Hollywood Roosevelt.
- Other duties as assigned.
Knowledge and Skills
- Effective Verbal & Written skills.
- Must have thorough knowledge of all aspects of hotel operations.
- Ability to build morale and group commitments to goals and objectives. Supports everyone's efforts to succeed.
- Implements and maintains all policies and procedures.
- Exercises sounds and accurate judgment with regards to decision making in a timely matter.
- Prioritizes and plans work effectively and efficiently.
- Observes and implements all safety and security procedures.
- Ability to meet deadlines with frequent change delays and unexpected events.
Education and/or Experience
- Bachelor’s Degree in related field is ideal.
- Previous hospitality industry experience required.
Certificates, Licenses and Registrations
None
Supervisory Responsibilities
- Develop team goals that are fully aligned with the company goals.
- Lead and coach the team to recruit and retain high caliber staff.
- Provide coaching, guidance and support, set professional development plans to assist team members to reach their full potential through the Performance Management process.
- Ensure the team delivers the highest standard of departmental, cross departmental and cross foundation teamwork and customer service.
- Ensure optimal deployment of resources to achieve business goals
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is required to sit, stand or walk for an extended period of time. The employee may be required to view and work on a computer screen and work on a telephone for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be detail oriented, possess strong organizational and time management skills and the ability to multitask. Ability to work weekdays, weekends, nights, and holidays.
Language Skills
Ability to effectively present information and thoroughly answer questions in one-on-one and small group situations to guest and other team members of the organization in English.
Reasoning Ability and Computer Skills:
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. Ability to efficiently use Microsoft Office programs, and Opera systems.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.
Equal Opportunity Employer
