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Front Desk Manager

2 months ago

Milwaukee, Wisconsin, United States Aimbridge Hospitality Full time
Job Summary

The Front Desk Manager is responsible for ensuring the smooth operation of the Front Office in a professional, friendly, and efficient manner, providing exceptional service to all guests while maximizing room revenue and occupancy.

Key Responsibilities
  • Supervise and motivate Front Desk personnel to ensure excellent customer service and adherence to company standards.
  • Ensure compliance with brand and company training programs, including the implementation of effective training procedures.
  • Conduct interviews, performance appraisals, and disciplinary actions as necessary, following company policies and procedures.
  • Develop and implement strategies to maximize room revenue and occupancy, including analyzing rate efficiency and monitoring credit reports.
  • Attend Rooms Merchandizing meetings and participate in the development of select sell guidelines and restrictions.
  • Supervise the Night Audit function and monitor the House Charge Worksheet and Flash Report for accuracy.
  • Participate in the M.O.D. program and assist in the development of a manager as assigned by the Corporate Office.
  • Ensure timely completion of end-of-month reports, including Central Reservations, Market Segment, AAdvantage Travel Agent check registers, and other relevant reports.
  • Review Front Desk staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
  • Prepare employee schedules according to business forecast, payroll budget guidelines, and productivity requirements.
  • Ensure accurate and timely billing, including no-show revenue maximization.
  • Maintain a professional working relationship with managers, employees, and other departments, promoting open lines of communication.
  • Work closely with Accounting to resolve follow-up items, including returned checks, rejected credit cards, and employee discrepancies.
  • Operate the Front Office computer system, including software maintenance, report generation, and analysis.
  • Monitor the proper operation of the P.B.X. console and ensure adherence to company standards.
  • Monitor the process of taking reservations, ensuring the use of courtesy and up-selling techniques.
  • Greet and welcome all guests approaching the Front Desk, adhering to company standards.
  • Ensure implementation of all company policies and house rules.
  • Understand hospitality terms and operate radios efficiently and professionally.
  • Coordinate the implementation of the company 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 meetings and provide training on a rotational basis.
  • 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 company 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.
  • Establish and maintain key control systems.
  • Ensure participation in departmental meetings and focus on contributing to 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, including 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 company standards as required by management.