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Guest Services Supervisor

2 months ago

Richmond, Virginia, United States White Lodging Full time

Front Desk Manager

Job Overview

As a pivotal member of the hospitality team, the Front Desk Manager plays a crucial role in overseeing front office operations and ensuring exceptional service delivery. This position involves collaborating with the Front Office Manager or Operations Manager to manage daily activities and supervise staff effectively.

Key Responsibilities

  • Oversee all front desk operations and ensure seamless check-in and check-out experiences for guests.
  • Utilize checklists and management tools to ensure operational success during shifts.
  • Maintain a clean and organized front desk area, including the hotel’s sundries or gift shop.
  • Conduct pre-shift meetings to prepare staff for the day’s operations.
  • Ensure compliance with brand standards and internal audits to uphold service quality.
  • Lead and mentor front office staff, fostering a culture of excellent customer service.
  • Monitor employee performance and provide constructive feedback to enhance service delivery.
  • Address guest inquiries and resolve complaints promptly and effectively.
  • Analyze operational performance to meet financial goals and optimize revenue.
  • Facilitate departmental meetings to communicate objectives and gather feedback.
  • Support employee engagement initiatives and address concerns through an open-door policy.
  • Assist in the hiring and training of new team members to ensure they are equipped for success.
  • Manage payroll processing and maintain accurate records.

Qualifications

  • Minimum of a college degree, with a preference for candidates holding a 2-year degree.
  • Proven experience in a leadership role within the hospitality industry.
  • Strong understanding of front desk operations and customer service principles.
  • Excellent communication and interpersonal skills.

Working Conditions

This role requires the ability to navigate the hotel environment frequently, including tasks that involve bending, lifting, and moving.

Benefits Overview

Comprehensive benefits package including medical, dental, and vision coverage, along with paid time off, 401(k), and employee assistance programs.