Front Desk Manager/Hotel Mod
4 weeks ago
The Front Desk Manager/Hotel Mod is responsible for providing exceptional guest service and ensuring a smooth operation of the front desk.
Responsibilities- Respond to guest requests, problems, and complaints in a timely and professional manner.
- Supervise and motivate front desk personnel to ensure excellent service and productivity.
- Ensure compliance with brand and company standards, policies, and procedures.
- Prepare and conduct front desk interviews and follow hiring procedures.
- Conduct performance appraisals and develop employee morale.
- Maximize room revenue and occupancy by reviewing status daily and analyzing rate efficiency.
- Attend Rooms Merchandizing meetings and participate in the M.O.D. program.
- Be responsible for developing a manager as assigned by the Corporate Office.
- Ensure all end-of-month reports are met, including Central Reservations, Market Segment, AAdvantage Travel Agent, and check registers.
- Review front desk staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
- Prepare employee schedules according to business forecast, payroll budget guidelines, and productivity requirements.
- Ensure no-show revenue is maximized through consistent and accurate billing.
- Maintain Aimbridge Hospitality standards regarding Purchase Orders, vouchering of invoices, and checkbook accounting.
- Ensure Wage Progress, Productivity, and the Ten Day Forecast are completed on a timely basis.
- Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.
- Work closely with Accounting on follow-up items, including returned checks, rejected credit cards, employee discrepancies, and other issues.
- Operate all aspects of the Front Office computer system, including software maintenance, report generation, and analysis.
- Monitor proper operation of the P.B.X. console and ensure employees maintain Aimbridge Hospitality standards in its use.
- Monitor the process of taking reservations and ensure Aimbridge Hospitality courtesy and up-selling techniques are maintained.
- Greet and welcome all guests approaching the Front Desk in accordance with Aimbridge Hospitality standards.
- Ensure implementation of all Aimbridge Hospitality policies and house rules.
- Understand hospitality terms and operate radios efficiently and professionally in communicating with hotel staff.
- Coordinate all aspects of the ongoing implementation of the Aimbridge Hospitality philosophy of service.
- Ensure correct and accurate cash handling at the Front Desk.
- Attend monthly all-employee team meetings and any other functions required by management.
- Attend weekly staff meetings and provide training on a rotational basis.
- Obtain all necessary information when taking room reservations.
- Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
- Be aware of all rates, packages, and promotions currently underway.
- Follow and enforce all Aimbridge Hospitality hotel credit policies.
- Process and handle guest laundry (property specific).
- Ensure that employees are at all times attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
- Maintain and monitor 'Lost and Found' procedures and policies according to Aimbridge Hospitality standards.
- Establish and maintain key control systems.
- Ensure participation within the department for monthly Aimbridge team meetings.
- Focus the Front Desk Department on their role in contributing to the guest service scores.
- Monitor all V.I.P.'s, special guests, and requests.
- Maintain required pars of all front office and stationary supplies.
- Review daily Front Office work and activity reports generated by Night Audit.
- Review Front Office log book and Guest Request log on a daily basis.
- Assist the General Manager and Engineering Department in implementing and maintaining emergency procedures.
- Be familiar with all corporate-sponsored programs, such as airline mileage, Triple Upgrade, or V.I.P. programs, and the standards and procedures for each.
- Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports, and tracking logs.
- Conduct meetings according to Aimbridge Hospitality standards as required by management.
- Other duties as required.
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