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Front Desk Manager

1 month ago

Minneapolis, Minnesota, United States Sherman Associates Full time
Job Title: Front Desk Manager

We are seeking a highly skilled and experienced Front Desk Manager to join our team at Sherman Associates. As a Front Desk Manager, you will be responsible for overseeing the operations of the hotel front desk and leading the guest experience.

Key Responsibilities:
  • Operate the Front Office efficiently and profitably, including overseeing Front Desk staff, Night Audit, Van Drivers, and Security.
  • Delegate duties and responsibilities to Front Desk colleagues and ensure work processes are in a logical order.
  • Ensure proper staffing at all times.
  • Ensure that Brand quality standards, policies, and procedures are properly understood and followed by front desk colleagues.
  • Control and analyze departmental costs to ensure spending is within budget.
  • Perform human resources functions, including training, hiring, performance appraisals, coaching, and disciplinary actions.
  • Handle guest complaints and comments relating to the Hotel and the department tactfully.
  • Cooperate and coordinate teamwork with other departments.
  • Manage room inventory and availability on day of arrival.
  • Ensure all preparations are made for a smooth arrival for all guests.
  • Ensure the department meets all audit requirements.
  • Ensure all Front Desk staff are trained in emergency/evacuation procedures.
  • Monitor Front Desk staff to ensure proper procedures and cash handling occur, deficiencies are corrected, retrained, and disciplined as appropriate.
  • Maintain Front Desk logs and reports to ensure all unresolved items are followed up and properly resolved in a timely manner.
  • Complete additional duties as assigned.
  • Work as a team player and interact with all internal and external customers in a friendly/efficient manner.
  • Treat all guests in a manner to ensure their complete satisfaction.
  • Always strive to exceed guest expectations and meet brand standards.
  • Produce required volume of work by planning, organizing, and prioritizing work duties.
  • Adhere to Sherman Associates attendance policy, grooming and appearance standards, general work rules, and department procedures.
  • Maintain a clean and safe work environment, follow all procedures for guests and employee incidents, and be knowledgeable of hotel emergency procedures.
  • Attend all required department and hotel meetings.
Supervisory Responsibility:

As applicable, supervise, coach, direct, train, and evaluate staff; prepare and conduct employee reviews and complete timecard approvals.

Experience and Skills:
  • 5-7 years in hotel Front Office management experience, ideally within a high-end boutique brand in an urban market.
  • Strong knowledge and working experience with Hilton brand and systems (OnQ).
  • Knowledge of computer accounting programs, math skills, and budgetary analysis capabilities required.
  • Extensive knowledge of the hotel, its services, and facilities.
  • Ensure compliance with federal, state, and local laws regarding health and safety services.
  • Ability to communicate effectively and follow directions in a multi-lingual environment.
  • A passion for the mission, vision, and values of Sherman Associates.
  • Schedule may vary due to the specific needs of the hotel.
  • Successful problem-solving skills.
  • Ability to work well in a team environment.