Front Desk Manager

2 weeks ago

San Diego, United States Vets Hired Full time

About the job Front Desk Manager

JOB SUMMARY

Entry-level management position that is responsible for leading and assisting with the successful completion of daily shift requirements. Front office areas include Bell/Door Staff, Switchboard, and Guest Services/Front Desk. Strives to ensure guest and employee satisfaction and achieve the operating budget. Assists in completing financial and administrative responsibilities.

CANDIDATE PROFILE

Education and Experience

  • High school diploma or GED; 1-year experience in guest services, front desk, or related professional area.
OR
  • 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
CORE WORK ACTIVITIES

Supporting Management of Front Desk Team
  • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision-making; demonstrates honesty/integrity; leads by example.
  • Encourages and builds mutual trust, respect, and cooperation among team members.
  • Serves as a role model to demonstrate appropriate behaviors.
  • Understands employee positions well enough to perform duties in employees' absence.
  • Handles employee questions and concerns.
  • Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
  • Supports daily Front Desk shift operations.
Supporting Progress Toward Guest Services and Front Desk Goals
  • Supports day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
  • Develops specific goals and plans to prioritize, organize, and accomplish your work.
  • Handling complaints, settling disputes, resolving grievances and conflicts, or otherwise negotiating with others.
  • Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
  • Strives to improve service performance.
  • Observes staffing levels to ensure that guest service, operational needs, and financial objectives are met.
  • Supports training of staff on adherence to all credit policies and procedures to reduce bad debts and rebates.
  • Supports same-day selling procedures to maximize room revenue and property occupancy.
  • Understands the impact of Front Desk operations on the overall property financial goals and objectives.
Ensuring Exceptional Customer Service
  • Provides services that are above and beyond for customer satisfaction and retention.
  • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
  • Sets a positive example for guest relations.
  • Encourages employees to provide excellent customer service within guidelines.
  • Handles guest problems and complaints seeking assistance from supervisor as necessary.
  • Interacts with guests to obtain feedback on product quality and service levels.
Supporting Projects and Policies
  • Supports implementation of customer recognition/service programs, communicating and ensuring the process.
  • Assists in the review of comment cards and guest satisfaction results with employees.
  • Ensures employees have the proper supplies and uniforms.
  • Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.
Supporting Handling of Human Resource Activities
  • Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
  • Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
  • Provides feedback to individuals based on observation of service behaviors.
  • Participates in an ongoing employee recognition program.
  • Supports training when appropriate.
  • Participates in the employee performance appraisal process.
Additional Responsibilities
  • Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
  • Analyzes information and evaluates results to choose the best solution and solve problems.
  • Informs and/or updates the executives, peers, and subordinates on relevant information in a timely manner.
  • Performs all duties at the Front Desk as necessary.
  • Understands the functions of the Bell Staff, Switchboard, and Concierge/Guest Services operations.
  • Complies with loss prevention policies and procedures.

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