Front Desk Manager
1 week ago
The Front Desk Manager is responsible for ensuring the smooth operation of the Front Office in a professional and courteous manner, providing exceptional service to all guests while maximizing room revenue and occupancy.
Key Responsibilities- Respond to all guest requests, problems, complaints, and/or accidents presented at the Front Desk or through Reservations in an attentive and efficient manner.
- Follow up to ensure guest satisfaction.
- Motivate, coach, counsel, and discipline all Front Desk personnel according to Aimbridge Hospitality standards.
- Ensure compliance to brand and company training using the steps to effective training according to Aimbridge Hospitality standards.
- Prepare and conduct all Front Desk interviews and follow hiring procedures according to Aimbridge Hospitality standards.
- Conduct all 90-day and annual Front Desk employee performance appraisals according to standards.
- Develop employee morale and ensure training of Front Desk personnel.
- Maximize room revenue and occupancy by reviewing status daily, analyzing rate efficiency, monitoring credit reports, and maintaining close observation of daily house count.
- Attend all required Rooms Merchandizing meetings with all appropriate reports and documentation necessary to establish select sell guidelines and implement appropriate restrictions.
- Supervise the Night Audit function and monitor the House Charge Worksheet and Flash Report for accuracy.
- Participate in required M.O.D. program as scheduled.
- Be responsible for developing a manager as assigned by the Corporate Office, including sign-off on all competencies and assist in his/her placement.
- Ensure all end-of-month report dates are met, including Central Reservations, Market Segment, AAdvantage Travel Agent check registers, etc.
- Review Front Desk staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
- Prepare employee Schedule according to business forecast, payroll budget guidelines, and productivity requirements, presenting with Wage Progress Report to General Manager weekly.
- Ensure that no-show revenue is maximized through consistent and accurate billing.
- Maintain Aimbridge Hospitality standards regarding Purchase Orders, vouchering of invoices, and checkbook accounting.
- Ensure that Wage Progress, Productivity, and the Ten-Day Forecast are completed on a timely basis according to Aimbridge Hospitality standards.
- Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.
- Work closely with Accounting on follow-up items, including returned checks, rejected credit cards, employee discrepancies, etc.
- Operate all aspects of the Front Office computer system, including software maintenance, report generation, and analysis, and simple programming.
- Monitor proper operation of the P.B.X. console and ensure that employees maintain Aimbridge Hospitality standards in its use.
- Monitor the process of taking reservations, ensuring that 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.
- Operate radios efficiently and professionally in communicating with hotel staff, ensuring the proper use of radio etiquette within the department.
- 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.
- Attend weekly staff meeting and provide training on a rotational basis using steps to effective training according to Aimbridge Hospitality standards.
- Obtain all necessary information when taking room reservations.
- Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
- Be aware of all rates, packages, and promotions currently underway.
- Follow and enforce all Aimbridge Hospitality hotel credit policies.
- Process and handle guest laundry (property-specific).
- Ensure that employees are at all times attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
- Maintain and monitor Lost and Found procedures and policies according to Aimbridge Hospitality standards.
- Establish and maintain key control system.
- Ensure participation within department for monthly Aimbridge team meeting.
- Focus the Front Desk Department on their role in contributing to the guest service scores.
- Monitor all V.I.P.'s, special guests, and requests.
- Maintain required pars of all front office and stationary supplies.
- Review daily Front Office work and activity reports generated by Night Audit.
- Review Front Office log book and Guest Request log on a daily basis.
- Assist the General Manager and Engineering Department in implementing and maintaining emergency procedures.
- Be familiar with all corporate-sponsored programs, such as airline mileage, Triple Upgrade, or V.I.P. programs, and the standards and procedures for each.
- Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports, and tracking logs.
- Conduct meetings according to Aimbridge Hospitality standards as required by management.
- Other duties as required.
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