Front Desk Manager

4 weeks ago

Kohler, United States Kohler Full time

Work Mode: Onsite_

**Location**:Kohler, WI

**Opportunity**

Lead, inspire, and motivate all associates, processes and functions relating to the professional operation of the Front Desk operations to ensure consistent 5 Star guest service. This position is also responsible for directing the guest services operation at the Carriage House facility, including the food and beverage offerings in this facility along with the oversite of the five Kohler Luxury Cabins (Pond, Lake, Red Fox, Sandhill, and Tomczyk). The Manager-Front Desk assists in monitoring rooms generated revenues and occupancy for all 241 rooms and five Kohler Luxury Cabins.

**Specific Responsibilities**

I.Guest Service
- Quality monitor team to ensure all guest contact is exercised in a courteous and professional manner upholding all Forbes 5 Star & AAA 5 Diamond Criteria.
- Handle all guest complaints and concerns with poise and professionalism to full resolution and guest satisfaction; while mentoring teams to levels of empowerment that solve guest issues immediately.
- Take immediate action and follow-through to address or correct problems which guests have encountered, including times when guests are not asking for resolution.
- Responsible for anticipating guest’s needs and addressing those needs prior to and during a guest’s stay.
- Responsible for all follow-up on billing questions, credits and/or disputed charges on guest accounts. Understand and become an expert on the property management system as it relates to guests bills and packages.
- Develop or revise new and existing guest information and materials from conception to use for the purpose of promoting all Hospitality businesses in the most profitable manner.
- Oversee and direct guest services staff of the Carriage House facility.
- Coordinate and manage food and beverage aspects of continental breakfast, afternoon tea, and hors d’oeuvres reception at the Carriage House on a daily basis. Keeping these offerings fresh and 5 star.
- Partner with Guest Services at the Kohler Waters Spa to ensure all Carriage House guests are accommodated appropriately for spa services and treatments; and guests staying at the Carriage House see the two staffs as one seamless experience.

II. Departmental Income
- Participate in hotel’s yield committee on oversell and occupancy driving strategies.
- On a continuing basis, monitor Front Desk staff upselling efforts to increase guestroom revenue. Recommend new upselling strategies when appropriate.
- Implement compelling contests and motivation strategies to reward the team.
- Responsible for the accurate posting and adjusting of all guestroom charges by the Front Desk personnel.
- Responsible for preparing of no-show and cancellation changes daily.
- Responsible for the accurate completion of the hotel’s night audit at both the Main building and Carriage House.
- Monitor food, beverage and miscellaneous guest service expenses of the Carriage House, to balance a positive F&B offering along with cost of sales in line with F&B expectations.
- Work operational shifts when business needs dictate to control labor costs.

III. Financial Planning and Departmental Expenses
- Research and prepare financial budget plan goals for the Front Desk and Kohler Luxury Cabins.
- Ensure payroll expense conform to departmental budgets, and schedules are properly aligned with levels of hotel activities and labor standards.
- Monitor and control usage of supplies used.
- Monitor expenses in an effort to keep expenditures down as sales go up. Look for creative solutions to lower supply costs.
- Make recommendations when applicable for the purchase of equipment that would increase productivity of cause a cost savings.
- Analyze, execute and manage capital and operational project proposals for the Carriage House Operations.

IV. Supervision
- Direct and coach associates to promote and maintain a high level of guest service.
- Direct and coach coordinators to enhance orientation skills and training capabilities. Make tools available to the coordinators to accomplish this task efficiently and effectively.
- Monitor associates to ensure they are performing in accordance with policies and standards set forth by Hospitality leadership and drive Gracious Hospitality by DESIGN.
- Develop staff according to abilities and interests, for promotional consideration and assumption of additional responsibilities.
- Assure all guests receive prompt and efficient attention from associates at all times.
- Spend dedicated time daily at both lobbies to inspect staff behaviors and compliance to Forbes 5 Star standards.
- Enhance the arrival experience with strong rooming strategies and active engagement of the front desk team with all guests that pass through the lobby.

V. Personnel
- Oversee the interviewing and selection of associates.
- Oversee and determine when disciplinary actions are required and follow through with those actions.
- Responsible for making Senior Front of House

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