Front Desk Manager

4 weeks ago

Princeton, New Jersey, United States Highgate Full time
Job Summary

The Front Desk Manager is responsible for ensuring the smooth operation of the Guest Services department, providing exceptional customer service to all guests, and maximizing room revenue and occupancy.

Key Responsibilities
  • Respond to all guest requests, problems, complaints, and accidents in a timely and courteous manner.
  • Motivate, coach, counsel, and discipline Guest Services personnel according to Highgate Hotel standards.
  • Prepare and conduct all Guest Services interviews and follow hiring procedures.
  • Develop employee morale and ensure training of Guest Services personnel.
  • Maximize room revenue and occupancy by reviewing status daily, analyzing rate variance, and monitoring credit reports.
  • Attend daily and monthly Rooms Merchandizing meetings.
  • Participate in required programs as scheduled.
  • Review Guest Services 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 that no-show revenue is maximized through consistent and accurate billing.
  • Maintain Highgate Hotel standards regarding Purchase Orders, vouchering of invoices, and checkbook accounting.
  • Ensure that Wage Progress, Productivity, and the Ten Day Forecast are completed on a timely basis according to Highgate Hotel standards.
  • Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.
  • Work closely with Accounting on follow-up items, returned checks, rejected credit cards, employee discrepancies, etc.
  • Operate all aspects of the Front Office computer system, including software maintenance, report generation, and analysis.
  • Monitor proper operation of the console and ensure that employees maintain Highgate Hotel standards in its use.
  • Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel standards.
  • Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
  • Ensure sign off of all Service Standards by Position for Guest Services staff.
  • Assist in preparation of revenue and occupancy forecasting.
  • Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
  • Maintain constant communication with Housekeeping, Reservations, and the Credit Manager.
  • Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.
  • Ensure correct and accurate cash handling at the Front Desk.
  • Follow and enforce all Highgate Hotel credit policies.
  • 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 according to Highgate Hotel standards.
  • Establish and maintain key control system.
  • Ensure participation within department for monthly Highgate Hotel team meeting.
  • Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
  • Monitor all '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.Qualifications
    • At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
    • Supervisory experience required.
    • The ability to demonstrate exceptional Customer Service Skills.
    • Must be proficient in Windows and Microsoft Office.
    • Able to work long hours as sometimes required.
    • Maintain a warm and friendly demeanor at all times.
    • Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
    • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
    • Must be able to multitask and prioritize departmental functions to meet deadlines.
    • Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
    • Attend all hotel required meetings and trainings.
    • Participate in coverage as required.
    • Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
    • Maintain high standards of personal appearance and grooming, which include wearing nametags.
    • Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
    • Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions.
    • Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
    • Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
    • Must be able to maintain confidentiality of information.
    • Perform other duties as requested by management.

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