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Front Desk Manager

2 months ago

Princeton, New Jersey, United States Highgate Full time

Job Summary

The Front Desk Manager is responsible for overseeing the daily operations of the Front Office, ensuring that all guests receive exceptional service and that the hotel's revenue and occupancy goals are met.

Key Responsibilities

  • Respond to all guest requests, problems, complaints, and accidents in a timely and professional manner.
  • Motivate and coach Front Office staff to ensure they are providing excellent service to guests.
  • Monitor and analyze Front Office operations to identify areas for improvement and implement changes as needed.
  • Develop and implement strategies to maximize room revenue and occupancy.
  • Attend daily and monthly meetings with the Rooms Merchandizing team to discuss sales and revenue goals.
  • Participate in the development and implementation of the hotel's service standards and policies.
  • Ensure that all Front Office staff are trained on the hotel's computer systems and software.
  • Monitor and maintain the hotel's cash handling procedures and ensure that all staff are following proper procedures.
  • Develop and implement strategies to improve guest satisfaction and loyalty.
  • Monitor and analyze guest feedback and complaints to identify areas for improvement.
  • Participate in the development and implementation of the hotel's quality assurance program.
  • Ensure that all Front Office staff are aware of and follow the hotel's policies and procedures.
  • Monitor and maintain the hotel's Lost and Found procedures and policies.
  • Establish and maintain key control systems.
  • Participate in the development and implementation of the hotel's safety and security procedures.
  • Ensure that all Front Office staff are aware of and follow the hotel's emergency procedures.

Qualifications

  • At least 5 years of progressive experience in a hotel or a related field.
  • 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 levels 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.