Front Desk Operations Manager
4 weeks ago
The Front Desk Operations Manager is responsible for overseeing the front desk staff and operations to ensure brand compliance and exceptional guest satisfaction. This role involves training and guiding front desk associates in registering guests, handling payments, and adhering to brand standards in all aspects of front desk operations.
Key Responsibilities:
Assist in training new employees and continuing education for existing staff on brand standards and Property Management System
Complete brand-required training and Property Management System training
Welcome guests and follow proper brand-initiated standards for check-in, check-out, and maintaining guest satisfaction during their stay
Establish and maintain proper credit and/or cash handling, and ensure accurate billing for guest stays
Provide and assist front desk associates with information for concierge services, including local attractions, food and beverage options, and directions
Follow and comply with brand-initiated standards for documentation regarding guest issues or concerns, recording room statuses, and ensuring front desk associates are in compliance
Work alongside front desk associates during peak periods to ensure proper standards and procedures are met, and customer satisfaction is maintained
Requirements:
Previous front desk experience is required, with a minimum of 2-3 years
PMS and/or Brand certifications from previous employment are strongly preferred
Ability to lift up to thirty (30) pounds, unassisted
Stand, walk, bend, and stretch for long periods
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