Front Desk Operations Manager
1 day ago
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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