Front Desk Operations Manager

3 hours ago

Beaufort, South Carolina, United States Bfthospitality Full time

Job Summary:

We are seeking a highly skilled and experienced Front Desk Manager to join our team at Bfthospitality. As a Front Desk Manager, you will be responsible for providing exceptional customer service, managing front desk operations, and ensuring a seamless guest experience.

Key Responsibilities:

  • Welcoming guests and coordinating their check-ins to assigned rooms
  • Fulfilling guest requests swiftly and with expertise
  • Informing guests about hotel facilities, programs, and local tourist spots
  • Accountability of front desk performance and customer aspects
  • Management of tasks and minor issues arising during PM shifts
  • Contacting upper management for major issues and situations
  • Displaying a proactive and leading role in terms of service, culture, development, team image, systems, procedures, and skill development

Accounting Duties:

  • Expedia/Booking reconciliations
  • Assessing high balances and collecting
  • Collection of meeting room payments/deposits
  • Inspecting daily transactions for pet fees and nightly payments

Guest Satisfaction:

  • Call back log implementation, requirement, and accountability
  • Meeting room experience as expected for the customer
  • Responding to Expedia/Booking messages and inquiries in a timely manner
  • Inspection of meeting rooms and refund of damage deposits after event
  • Confirming each guest's satisfaction with accommodations and making arrangements for any guest who is not
  • Ensuring all guest resolution forms are completed within a timely manner
  • Ensuring brand standards are met with the objective of meeting or exceeding guest expectations

Managerial Responsibilities:

  • Managing meeting room rentals, calendar of use, upcoming events, and setups
  • Coming up with inventive ways to exceed guest expectations with FD staff
  • Communication between management in terms of accountability for performance
  • Training/re-training (ongoing)
  • Point of contact for FD employees who need assistance
  • Scheduling of front office/breakfast staff in accordance with business demand
  • Implementing new procedures and items as they come out from Choice and OTAs
  • Promoting all hotel amenities, conveniences, and programs offered
  • Managing weekend volumes to maximize revenue and satisfaction
  • Being a role model for all team members
  • Maintaining and enforcing all property policies and standards as a part of the leadership team

Requirements:

  • High School Diploma/GED
  • 3+ years of customer service experience required
  • 1+ year of supervisory/management experience
  • Flexible schedule to include nights, weekends, and holidays
  • Hotel experience preferred but not required

What We Offer:

Bfthospitality offers a competitive salary, comprehensive benefits package, and opportunities for professional growth and development.

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