Front Desk Operations Manager
4 weeks ago
Front Desk Manager Job Description
We are seeking a skilled and experienced Front Desk Manager to oversee the front office operations at our Holiday Inn Express location. The ideal candidate will have a strong background in guest service and management, with a proven track record of ensuring guest satisfaction and revenue optimization.
Key Responsibilities:
- Supervise and train front office staff, including Guest Service Representatives and other team members.
- Manage the front desk operations, including check-in, check-out, and guest coordination.
- Develop and implement strategies to maximize room rates and revenue.
- Assist in the budgeting process and ensure compliance with hotel policies and procedures.
- 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.
- 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 evaluations and provide consistent feedback to Guest Service Representatives' performance.
- Ensure Guest Service Representatives' behavior is abiding to the employee handbook.
- Mentor, train, and maintain consistency in knowledge of front office operations.
- Implement new programs and policies.
- Spearhead and direct guest service action plans.
- Communicate with the revenue manager for revenue strategies.
- Monitor selling strategies as communicated with the revenue manager.
- 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.
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