Front Desk Manager

2 weeks ago

Montgomery, United States PCH, Inc. Full time

As a member of our hospitality team, the primary responsibility of a Front Office Night Manager is to provide effective leadership and coordination to associates delivering Front Desk services, and achieving the operating budget. This role will work closely with associates to ensure smooth guest arrival and departure procedures by performing all necessary duties at the Front Desk and supervising daily shifts, ensuring compliance with policies, standards, and procedures with a focus on training and empowering associates to provide excellent customer service. A crucial part of this role is to set a positive example for guest relations, continuously interact with customers to obtain feedback on room quality and service levels, and handle guest problems and complaints effectively.

  • Efficiently and effectively perform all Front Desk duties, ensuring smooth and exceptional guest service.
  • Supervise daily Front Desk operations, ensuring strict compliance with hotel policies and procedures.
  • Take charge of Front Desk shifts as required to maintain seamless operations and excellent guest service.
  • Complete and maintain accurate shift reports and paperwork to facilitate efficient handovers and reporting.
  • Supervise Bell Staff, Switchboard, and Concierge/Guest Services, fostering optimal performance and teamwork.
  • Manage lobby traffic to ensure efficient arrivals and departures, enhancing the guest experience.
  • Oversee Front Office activities in the absence of higher management, ensuring continuity and service excellence.
  • Operate department equipment and promptly report any malfunctions for timely resolution.
  • Manage associate uniforms, including ordering and upkeep, maintaining a professional appearance for the team.
  • Train staff on credit policies and monitor adherence to minimize bad debts, safeguarding hotel revenue.
  • Participate in departmental meetings, effectively communicating Front Desk goals and aligning strategies.
  • Supervise staffing levels to meet guest service and financial objectives, ensuring adequate coverage.
  • Understand night audit procedures and utilize reports for accurate financial analysis and reporting.
  • Exhibit outstanding hospitality skills, setting a positive example for the team and enhancing guest interactions.
  • Proactively interact with customers, seeking feedback to ensure high service quality and guest satisfaction.
  • Address guest problems and complaints promptly and effectively, resolving issues to enhance guest experiences.
  • Empower associates to deliver excellent customer service by providing clear expectations and support.
  • Conduct hospitality audits to assess performance and provide constructive feedback for continuous improvement.
  • Attend meetings to understand group needs and share critical information with the Front Desk team.
  • Review guest satisfaction results and implement action plans for improvement, striving for guest delight.
  • Utilize guest information tracking systems to personalize service and proactively address guest needs.
  • Support orientation and ongoing training programs to develop and maintain a skilled and motivated Front Desk team.


Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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