Reception Operations Manager

1 week ago

Waukesha, Wisconsin, United States CSM Corporation Full time

Position Title: Front Desk Manager

Job Category: Front Office

Job Details:

Overview:

The Front Desk Manager plays a crucial role in delivering exceptional guest experiences while overseeing the efficient functioning of the front desk operations. This position requires strong leadership capabilities to enhance revenue, optimize profitability, and maintain high-quality service standards.

Key Responsibilities:

  1. Ensure guest satisfaction by meeting service standards and promptly addressing guest needs and concerns.
  2. Train and mentor front desk staff to exemplify superior guest service practices.
  3. Hold team members accountable for anticipating guest requirements and exceeding expectations.
  4. Develop and implement innovative service programs aimed at boosting guest satisfaction and achieving business revenue targets.
  5. Act as a Brand Champion, promoting the company’s values and service excellence.
  6. Manage departmental expenses effectively to enhance hotel profitability.
  7. Oversee labor management through strategic scheduling and adjustments based on operational demands.
  8. Identify and implement cost-saving initiatives and efficient purchasing strategies to meet budgetary goals.
  9. Assist in the preparation and oversight of the departmental budget.
  10. Maintain company assets responsibly to ensure compliance with budget guidelines and extend the life of resources.
  11. Utilize expertise to recommend and implement operational enhancements at the front desk to maximize revenue and occupancy.
  12. Evaluate staff performance regularly and take necessary corrective actions to ensure accountability.
  13. Motivate and engage staff by setting clear objectives, providing continuous feedback, and recognizing achievements.
  14. Oversee the recruitment, training, and development of all front desk personnel.
  15. Ensure all training requirements are met and maintain accurate training records.
  16. Analyze service quality issues, identify training needs, and implement solutions to enhance performance.
  17. Foster a collaborative and professional work environment.
  18. Participate in departmental and hotel meetings to ensure effective communication and planning.
  19. Lead all front desk initiatives with a strong focus on detail, communication, and leadership.
  20. Demonstrate excellent organizational skills and creativity in problem-solving.
  21. Manage multiple priorities effectively in a dynamic environment.
  22. Conduct regular inspections of front desk operations to uphold standards in accordance with regulations.
  23. Ensure a safe and clean work environment, adhering to all company procedures regarding guest and employee incidents.
  24. Proactively manage hotel inventory and develop strategies to optimize revenue.

Qualifications:

Skills: Minimum of 2 years in customer service and at least 1 year in a supervisory or management role. Detail-oriented with strong communication skills at all organizational levels. Ability to solve problems effectively with both employees and guests.

Education: High school diploma or GED required; college degree or equivalent experience preferred.

Physical Requirements: Ability to lift, push, or pull up to 75 pounds occasionally.

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