Front Desk Manager
5 days ago
The Front Desk Manager is responsible for ensuring the smooth operation of the Front Office, providing exceptional service to guests, and maximizing room revenue and occupancy. This role requires a high level of attention to detail, excellent communication skills, and the ability to work effectively in a fast-paced environment.
Key Responsibilities- Respond to guest requests, problems, and complaints in a timely and professional manner.
- Motivate, coach, and discipline Front Desk personnel according to Aimbridge Hospitality standards.
- Ensure compliance with brand and company training, including the steps to effective training.
- Prepare and conduct Front Desk interviews and follow hiring procedures.
- Conduct 90-day and annual employee performance appraisals.
- Develop employee morale and ensure training of Front Desk personnel.
- 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.
- Supervise the Night Audit function and monitor the House Charge Worksheet and Flash Report for accuracy.
- Be responsible for developing a manager as assigned by the Corporate Office.
- Ensure all end-of-month report dates are met.
- 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.
- Work closely with Accounting on follow-up items, including returned checks, rejected credit cards, and employee discrepancies.
- 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.
- At least 5 years of progressive experience in a hotel or a related field, or a 2-year college degree and 3 or more years of related experience, or a 4-year college degree and at least 1 year of related experience.
- Supervisory experience required.
- Proficient in Windows operating systems, Company-approved spreadsheets, and word processing.
- Valid driver's license from the applicable state.
- Ability to convey information and ideas clearly.
- Ability to evaluate and select among alternative courses of action quickly and accurately.
- Ability to work well in stressful, high-pressure situations.
- Ability to maintain composure and objectivity under pressure.
- Ability to handle problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
- Ability to assimilate complex information, data, etc. from disparate sources and consider, adjust, or modify to meet the constraints of the particular need.
- Ability to work with and understand financial information and data and basic arithmetic functions.
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