Front Desk Manager

3 weeks ago


Missoula, United States Days Inn & Suites by Wydnham Downtown Missoula-University Full time $18 - $20
FRONT OFFICE MANAGERJob Title:Front Office Manager Place of Work:Days Inn & Suites Downtown Missoula-University Scope or General Purpose:To maintain the standards and proper protocols of the hotel brand. To manage all aspects of customer service and to properly implement all front office training as the Guest Experience Champion (GEC) and the Hospitality Promise. Responsible to:General Manager Responsible for:Guest Service Personnel and Night Auditors Liaises with:Head Housekeeper. Maintenance Supervisor, Director of sales, accounting dept, Event Coordinator and restaurant General Manager Limits of Authority:All purchasing, hiring, terminations, discounted or complimentary rooms must be approved by Hotel General Manager. Main Duties:
  • Responsible for training Guest Services Personnel in every aspect of their job:
    • Answering calls
    • Greeting guests
    • Hold mail procedure. Guest and Management Mail
    • Knowledge of services provided by the hotel
    • Creation and Knowledge of all aspects reflected on Guest Services Directory e.g. shopping, restaurants, doctor, etc.
    • PMS system
    • Message procedure
    • Asking/communicating with guest as to achieve rapport, create ambiance and generate 5 star reviews
    • Knowledge of company Mission, Vision and Values
    • Recommend other hotels in group, etc.
  • In the morning talk to departing guests, ensure they enjoyed their stay. Write up maintenance slips and ensure deficiencies are corrected when necessary.
  • Log in to Wyndham Community daily to check hotel scores and respond to guest comments/reviews in Medallia with assistance of Hotel General Manager.
  • Ensure that Wyndham Rewards requirements are met. Train desk staff on Wyndham Rewards.
  • Assist departing guests with forward bookings.
  • Print special arrivals list in morning and together with GM review arriving guests, identifying Frequent Guests and VIP's and Return Guests.
  • Get Wyndham Rewards Diamond and Titanium Rewards Members assigned rooms, give treat bag and water.
  • Allocate rooms to VIP and Return Guests, ensure welcome letters, welcome back letters and gifts are placed in room.
  • Check allocated rooms for cleanliness and that guest supplies are in room. Work with Head Housekeeper with this.
  • Spend time on desk ensuring Guest Service Attendants are following procedures, train and guide where necessary.
  • In early evening/later afternoon, ensure cookies are ready for incoming guests.
  • Meet incoming guests, offer cookies and ensure that they all feel welcome.
  • Responsible for learning and training Front Desk staff on Wyndham’s “Count on Me” program.
  • Responsible for learning and training Front Desk Staff on “Human Trafficking” Program.
  • Customer service delivery and recovery (actively elicit customer complaints, customer suggestions, action and give feedback to customers)
  • Conduct face-to-face customer surveys
  • Monitor employee morale & motivation levels of front-of-house staff.
 Accountability:
  • These items are mandatory for continued employment with Lambert Hotels 
  • Ensure that night audit reports are accurate.
  • Ensure that all direct bills are mailed weekly. 
  • Ensure that statements are generated on the last day of every month for city ledger accounts and mailed within two days to all accounts.
  • Provide job descriptions to all front desk and night audit employees. 
  • Description of duties
  • List of reports required by each employee and ensure their accuracy
  • Front Desk Quarters till is to be kept at $75. 
  • Define and implement proper cash handling procedures
  • List of accountabilities for each employee
  • Define purchasing authorities. They do not have any. Train about Scam callers.
  • Define signing procedures. 
  • Define room discount procedures.
  • Keep track of upcoming groups. Assign Room keys and enter rooming lists.
  • Become an expert in PMS front desk System so you are able to assist desk personnel with issues and/or corrections. 

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