Front Desk Operations Manager

1 day ago


Paducah, Kentucky, United States Holiday Inn Express Full time

Job Title: Front Desk Manager

Job Summary:

We are seeking a highly skilled and experienced Front Desk Manager to oversee the front office operations at Holiday Inn Express. The ideal candidate will have a strong background in guest service, leadership, and revenue optimization.

Key Responsibilities:

  • Manage the front office team, including interviewing, hiring, counseling, and evaluating staff members.
  • Supervise reservations, group information, and functions to ensure seamless guest experiences.
  • Develop and implement strategies to maximize room rates and revenue.
  • Assist in the budgeting process and ensure compliance with hotel policies.
  • Participate in daily and weekly revenue meetings to provide input and information.
  • Register guests into the hotel in a prompt and courteous manner, using up-selling techniques to maximize room rates.
  • Process customer payments according to established policies and procedures.
  • Respond to guest requests promptly and resolve minor complaints to the satisfaction of the customer.
  • Confirm guest reservations or coordinate with reservations to ensure accurate and timely check-in and check-out.
  • Maintain the budget for the front desk by proper scheduling and ordering of office products as needed and budgeted for.
  • Assist in the interviewing and hiring of Guest Service Representatives by screening applications, preparing behavioral interview questions, employment screening, reference checks, and participating in the interview and follow-up interview process.
  • Prepare accurate and timely GSR evaluations and provide consistent feedback to GSRs' performance.
  • Ensure GSR behavior is abiding to employee handbook.
  • Mentor, train, and maintain consistency in knowledge of front office operations.
  • Implement new programs and policies to improve guest satisfaction and revenue optimization.
  • Spearhead and direct guest service action plans to ensure seamless guest experiences.
  • Communicate with the revenue manager for revenue strategies and monitor selling strategies as communicated.
  • Maintain department budgeted goals and expenses.
  • Balance sales daily.
  • Answer and assist with inquiries pertaining to hotel services.
  • Assist in scheduling and facilitating classes for all new hotel hires.

Requirements:

  • High school diploma or equivalent.
  • Minimum of 3 years of guest service experience.
  • Minimum of 2 years of management experience.
  • Must be at least 21 years of age.
  • Competent knowledge of all functions of the job with or without reasonable accommodations.

Skills:

  • Exceptional people/interactive skills.
  • Leadership/Supervisory abilities.
  • Strong communication skills and processes.
  • Capability of utilizing operating systems and computers.
  • Possess high level of energy, creativity, and enthusiasm.
  • Excellent oral and written skills and communications.


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