Front Desk Operations Manager

1 day ago

Tampa FL USA, United States Rosen Hotels & Resorts Full time
Job Summary

We are seeking a highly skilled and detail-oriented Front Desk Assistant Manager to join our team at Rosen Hotels & Resorts. As a key member of our front desk team, you will be responsible for providing exceptional customer service, managing day-to-day operations, and supporting the Front Desk Manager.

Key Responsibilities
  • Provide outstanding customer service to guests, responding to their needs and resolving any issues in a timely and professional manner.
  • Support the Front Desk Manager with day-to-day operations, including assigning duties and observing performances to ensure adherence to hotel policies and operating procedures.
  • Appraise performance, reward and discipline employees, address complaints, and resolve problems in a fair and consistent manner.
  • Work with staff to ensure they stay within labor budget, directly approving schedules/timecards and ensuring labor is not being over utilized.
  • Support Front Desk Supervisor, Coordinator, and Agent with day-to-day operations, including training, group blocking, check-in/out individual guests, answering calls, etc.
  • Work with Sales and Finance to review and resolve billing discrepancies.
  • Work with DOS and MOD to investigate and solve guest complaints, ensuring detailed documentation regarding incidents is made when providing compensation.
  • Maintain a positive work environment for all staff, including those outside the Front Desk, and promote a culture of teamwork and excellence.
Requirements
  • High school diploma or equivalent required; associate's or bachelor's degree in hospitality or a related field preferred.
  • Minimum 2 years of experience in a front desk or customer service role, preferably in a hotel or hospitality setting.
  • Excellent communication and interpersonal skills, with the ability to work effectively with guests, staff, and management.
  • Strong problem-solving and conflict resolution skills, with the ability to remain calm and composed in high-pressure situations.
  • Ability to multitask and prioritize tasks effectively, with a focus on delivering exceptional results and exceeding guest expectations.
What We Offer

We offer a competitive compensation package, including affordable health and dental insurance, on-site medical center, and a range of other benefits to support your physical and mental well-being. Our company is committed to providing a positive and inclusive work environment, where you can grow and develop your skills and career.

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