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Front Desk Manager

2 months ago

Milwaukee Wisconsin, United States Hyatt Regency Milwaukee Full time
Job Summary:

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

This leadership role requires a high level of attention to detail, effective communication skills, and the ability to work well under pressure.

Key Responsibilities:
  • Respond to all guest requests, problems, complaints, and/or accidents presented at the Front Desk or through Reservations in a timely and courteous manner.
  • Follow up to ensure guest satisfaction and resolve any issues promptly.
  • Motivate, coach, counsel, and discipline all Front Desk personnel according to company standards.
  • Ensure compliance to brand and company training using the steps to effective training.
  • Prepare and conduct all Front Desk interviews and follow hiring procedures according to company standards.
  • Conduct all 90-day and annual Front Desk employee performance appraisals according to company standards.
  • Develop employee morale and ensure training of Front Desk personnel.
  • Maximize room revenue and occupancy by reviewing status daily, analyzing rate efficiency, monitoring credit reports, and maintaining close observation of daily house count.
  • Attend all required Rooms Merchandizing meetings with all appropriate reports and documentation necessary to establish select sell guidelines and implement appropriate restrictions.
  • Supervise the Night Audit function and monitor the House Charge Worksheet and Flash Report for accuracy.
  • Participate in required M.O.D. program as scheduled.
  • Be responsible for developing a manager as assigned by the Corporate Office, including sign-off on all competencies and assist in their placement.
  • Ensure all end-of-month report dates are met, including Central Reservations, Market Segment, AAdvantage Travel Agent check registers, etc.
  • 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 that no-show revenue is maximized through consistent and accurate billing.
  • Maintain company 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 company 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, including 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 P.B.X. console and ensure that employees maintain company standards in its use.
  • Monitor the process of taking reservations, ensuring that company courtesy and up-selling techniques are maintained.
  • Greet and welcome all guests approaching the Front Desk in accordance with company standards.
  • Ensure implementation of all company policies and house rules.
  • Understand hospitality terms.
  • Operate radios efficiently and professionally in communicating with hotel staff, ensuring proper use of radio etiquette within the department.
  • Coordinate all aspects of the ongoing 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 using steps to effective training according to company standards.
  • 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 according to company standards.
  • Establish and maintain key control systems.
  • Ensure participation within the department for monthly company team meetings.
  • Focus the Front Desk Department on their role in contributing to guest service scores.
  • Monitor all V.I.P.'s, special guests, and requests.
  • Maintain required pars of all front office and stationery 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, such as 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.
  • Other duties as required.