Front Desk Manager
1 month ago
- Paid time off
- 401(K) with employer match
- Holiday Pay
- Medical, Dental and Vision Insurance with Wellness Credits
- Employee Assistance Program
- Basic Life, AD&D
- Disability Benefits
- Employee Meals
- A 4-year college degree; or a 2-year college degree and at least 2 years of progressive experience; or two to three years of progressive experience in a hotel or related field required.
- Minimum of 2 years supervisory experience required.
- Proficient in Windows and company approved spreadsheets and word processing.
- Knowledge of Opera and Passkey preferred.
- Flexible and long hours required.
- Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
- Ability to stand during entire shift.
- Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests and fellow employees.
- Respond to any and all guest requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner; follow up to ensure guest satisfaction.
- Motivate, coach and counsel all Guest Services personnel according to Q Center Policy.
- Keep immediate supervisor fully informed of all problems or matters requiring his/her attention.
- Ensure training of all employees on Standard Operating Procedures, technical tasks and Risk Management is achieved.
- Assist in conducting employee performance reviews in accordance with Q Center standards.
- Interview candidates for open guest services positions and follow standards for hiring approvals.
- Be involved in and/or conduct departmental training, developing employee morale and skills.
- Review Guest Services staff's worked hours for budget comparison.
- Develop labor schedules to align with operation needs ensuring guest and client satisfaction; make changes for-the-week, in-the-week as business changes occur and effectively communicate changes timely and appropriately.
- Ensure that no-show revenue is maximized through consistent and accurate billing.
- Maintain Q Center Standard Operating Procedures regarding Purchase Orders in Birchstreet, vouchering of invoices and updating PO tracker in a timely manner.
- Ensure preparation of required reports, including (but not limited to), Wage Progress, payroll, revenue, employee schedules and quarterly action plans; assist in maintaining an organized and comprehensive filing system with documentation of purchases, invoices, schedules, forecasts, reports and tracking logs; prepare and submit required reports in a timely manner.
- Achieve and maintain budgeted/forecasted supply and labor costs.
- Oversee the front desk personnel to ensure optimal guest experience and smooth front desk operation.
- Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
- Work closely with Accounting on follow-up items, i.e., rejected credit cards, employee discrepancies, etc.
- Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
- Monitor proper operation of the P.B.X. (call center) console and ensure that employees maintain Q Center Standard Operating Procedures in its use.
- Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Q Center Standard Operating Procedures.
- Assist in preparation of expense reporting and occupancy forecasting.
- Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
- Maintain radio contact with the Department staff and other Departments throughout shift, responding to all inquiries in a timely manner using proper etiquette; must maintain constant communication with Housekeeping, Reservations and the Accounts Receivable Manager.
- Ensure implementation and compliance of all Q Center Policy and Procedures.
- Ensure correct and accurate cash handling at the Front Desk.
- Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests and other employees.
- Maintain and monitor "Lost and Found" procedures and policies according to Q Center standards.
- Maintain key control system.
- Assist with organizing and conducting department meetings on a monthly basis.
- Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
- Monitor all V.I.P.'s, special guests and requests.
- Maintain required front office and stationary supplies.
- Review daily Front Office work and activity reports generated by Night Audit.
- Review Front Office log book and Guest Request log on a daily basis.
- Conduct meetings according to Q Center standards as required by management.
- Ensure overall guest satisfaction and safety is achieved.
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