Front Desk Operations Manager

6 days ago

San Francisco, California, United States Holiday Inn Express - San Fran Union Square Full time
Job Summary

We are seeking a highly skilled and experienced Front Desk Operations Manager to join our team at Holiday Inn Express - San Fran Union Square. As a key member of our front office team, you will be responsible for providing exceptional guest service, ensuring seamless front desk operations, and leading a diverse team of motivated desk agents.

Key Responsibilities
  • Guest Service and Front Desk Operations
    • Provide personalized guest service, ensuring a warm and welcoming experience for all guests.
    • Manage front desk operations, including check-in, check-out, and room assignments.
    • Monitor lobby traffic and adjust staffing accordingly to ensure optimal guest experience.
  • Team Leadership and Development
    • Lead and motivate a diverse team of desk agents, providing guidance, training, and coaching to ensure excellent customer service.
    • Develop and implement strategies to improve team performance, productivity, and guest satisfaction.
  • Communication and Collaboration
    • Effectively communicate with fellow departments, including housekeeping, food and beverage, and security, to ensure seamless operations.
    • Monitor workflow, room status, and group activity to ensure accurate information is shared with relevant departments.
  • Security and Emergency Response
    • Ensure the security of guest rooms, cash handling, and confidential information.
    • Provide emergency assistance to guests as needed, including responding to incidents and resolving issues promptly.
Requirements
  • Education and Experience
    • High school diploma or equivalent required.
    • Minimum 3 months of experience in hospitality, general office, accounts receivable, or customer service.
  • Skills and Qualifications
    • Excellent verbal and written communication skills, with a second language helpful.
    • Ability to work well under pressure, think critically, and make sound judgments.
    • Strong leadership and team management skills, with the ability to motivate and develop a diverse team.
    • Basic computer skills, including proficiency in property management systems.
Benefits
  • Competitive salary and benefits package.
  • Employee hotel discount.
  • Health, dental, and vision insurance.
  • Paid holiday, vacation, and sick days.
  • Disability insurance.
  • Flexible schedule.
  • Various bonus programs.
  • Signing bonuses.
  • Referral program.
  • Commission for referred and booked hotel business.

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