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Front Desk Manager

2 months ago

Virginia Beach, United States Harrison Group Full time

The Harrison Group is a 3rd generation family business that has been owned and operated in Ocean City, Maryland, since 1951. The Harrison Group operates over fifteen hotels and seven restaurants from Ocean City, Maryland, Virginia Beach, Corolla, North Carolina, and Jacksonville Beach, Florida. The Harrison Group portfolio is constantly evolving. Yearly renovations take place at all of our properties to enhance and refresh the experience for our guests. Great effort is taken to continually improve our locations, enrich our guest experience, and perfect our hospitality. Beyond our current location, the Harrison Group is always looking to the horizon for new opportunities to expand and transform other markets. Join us on our exciting journey as we continue to evolve and grow.

Harrison Group is an equal opportunity employer of all qualified individuals. We are committed to creating a diverse and welcoming workplace that includes individuals with diverse backgrounds and experiences. We believe that enables us to grow as a company while serving customers throughout our communities. Black, Indigenous and People of Color, women, LGBTQIA+, and persons with disabilities are encouraged to apply.

Job Summary:

The Front Desk Manager is responsible for ensuring guest satisfaction and employee accountability, as well as for completing their daily work tasks and any additional tasks assigned. The Front Desk Manager is at all times professional (with external and internal clients), has a listen-first talk-after approach to guest complaints, and is excellent at multitasking.

Front Desk Manager Responsibilities:

  • Directs and coordinates various services related to operations as required.
  • Provides department managers with a summary of activities during shift
  • Ensures proper customer relations and safeguards the hotel's interests by resolving and taking appropriate actions on all customer complaints and/or problems.
  • Represents hotel in professional contact with the general public.
  • Adheres to, monitors, and enforces compliance with all hotel and company policies, procedures, and standards; provides clear direction in advising and instructing staff in details of work.
  • Performs administrative duties, including but not limited to: reading, analyzing, and compiling reports; communicating verbally and in writing with internal customers, external customers, vendors, and corporate staff; and registering, assigning rooms to, and checking out guests.
  • Provides accounting reports and all related documentation materials as assigned, including reviewing daily accounts and reconciling/justifying all transactions for the day.
  • Reviews all postings for accuracy and appropriateness, reporting and/or correcting all discrepancies and errors as needed.
  • Ensures the proper posting of all hotel room-related revenue and taxes (all postings of room and tax) and verifies that all incidental charges have been applied.
  • When covering on the overnight: assume responsibility for supervision in the absence of department heads; work closely with hotel security to ensure the safety of employees, guests, and physical plant; oversees any emergency operations; perform various overnight accounting functions; prepare the front office for the next day,
  • Ensures the highest standards of guest relations, satisfaction, and contact.
  • Performs any other duties and responsibilities as assigned.
Minimum Requirements:
  • High School diploma or equivalent
  • Minimum two years hotel front desk experience
  • Must be proficient in Microsoft Word, PowerPoint, and Excel.
  • Overnight possible flexibility is required
  • Meticulous attention to detail
  • Demonstrated ability to supervise a staff
  • Exceptional collaboration, guest relations, and communication skills
  • Reading, writing, and oral proficiency in the English language
Benefits:
  • 401k
  • Paid time off
  • Health, life, and dental insurance
  • Bonus opportunities