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Front Desk Operations Manager
2 months ago
As a Front Desk Supervisor at Excel Hotel Group, you will play a crucial role in ensuring the efficient and effective operation of the Front Desk department. Your primary responsibility will be to guide and direct line staff to achieve established goals and objectives, while maintaining total guest satisfaction through employee training, motivation, and performance management.
Key Responsibilities- Guest Welcome and Service: Welcome guests in a friendly, prompt, and professional manner, ensuring a positive first impression of our hotel.
- Team Management: Schedule, coordinate, direct, and delegate work to Front Desk department associates, ensuring seamless operations and excellent service delivery.
- Performance Management: Manage the performance of Front Desk agents, providing coaching and counseling as needed, and conducting annual performance reviews to ensure employee growth and development.
- Training and Development: Train new employees on compliance with company, hotel, and brand standards, ensuring they have the necessary skills and knowledge to provide exceptional guest service.
- Disciplinary Action: Make recommendations for disciplinary action of employees as appropriate, ensuring fair and consistent treatment.
- Interdepartmental Communication: Maintain good working relationships and communications with all departments, ensuring seamless collaboration and excellent service delivery.
- Room Status Management: Verify accurate room status information is maintained and properly communicated according to established procedures.
- Guest Complaint Resolution: Resolve guest complaints quickly, efficiently, and courteously, ensuring guest satisfaction and loyalty.
- Group Information Management: Update, maintain, monitor, and prepare group information and requirements, including relaying the appropriate information to relevant departments.
- 1-2 years of customer service experience.
- Ability to stand for 8 hours.
- Basic knowledge of computers and software, including ability to use email, word processing, spreadsheet software, and hotel management system.
- Excellent benefits package, including medical, dental, life, PTO, and 401k with company match for full-time associates.
- Travel discount program.
- Opportunity to grow and develop within the company, promoting from within.
