Front Desk Manager

6 days ago


Chicago, Illinois, United States Aimbridge Hospitality Full time
Job Summary

The Front Desk Manager is responsible for ensuring the operation of the Front Office in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

Key Responsibilities
  • Guest Service: Respond to all guest requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
  • Team Management: Motivate, coach, counsel and discipline all Front Desk personnel according to Aimbridge Hospitality standards.
  • Training and Development: Ensure compliance to brand and company training using the steps to effective training according to Aimbridge Hospitality standards.
  • Performance Management: Prepare and conduct all Front Desk interviews and follow hiring procedures according to Aimbridge Hospitality standards. Conduct all 90 day and annual Front Desk employee performance appraisals according to S.O.P.'s.
  • Revenue Management: Maximize room revenue and occupancy by reviewing status daily. Analyze rate efficiency, monitor credit report and maintain close observation of daily house count.
  • Operations: 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.
  • Employee Development: Be responsible for developing a manager as assigned by the Corporate Office, including sign-off on all competencies and assist in his/her placement.
  • Reporting and Administration: Ensure all end of the month report dates are met, i.e. 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.
  • Front Office Administration: Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements. Present with Wage Progress Report to General Manager weekly.
  • Financial Management: Maintain Aimbridge Hospitality S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.
  • Communication and Teamwork: Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
  • Technology and Systems: Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
  • Customer Service: Greet and welcome all guests approaching the Front Desk in accordance with Aimbridge Hospitality standards.
  • Compliance and Quality Assurance: Ensure implementation of all Aimbridge Hospitality policies and house rules. Understand hospitality terms. Operate radios efficiently and professionally in communicating with hotel staff.
  • Continuous Improvement: Coordinate all aspects of the ongoing implementation of the Aimbridge Hospitality philosophy of service.
  • Cash Handling and Security: Ensure correct and accurate cash handling at the Front Desk.
  • Team Meetings and Training: Attend monthly all-employee team meetings and any other functions required by management. Attend weekly staff meeting and provide training on a rotational basis using steps to effective training according to Aimbridge Hospitality standards.
  • Guest Services: Obtain all necessary information when taking room reservations. Ensure logging and delivery of all messages, packages and mail in a timely and professional manner.
  • Revenue and Rate Management: Be aware of all rates, packages and promotions currently underway. Follow and enforce all Aimbridge Hospitality hotel credit policies.
  • Lost and Found: Maintain and monitor 'Lost and Found' procedures and policies according to Aimbridge Hospitality standards.
  • Key Control: Establish and maintain key control system.
  • Team Participation: Ensure participation within department for monthly Aimbridge team meeting.
  • Guest Service Scores: Focus the Front Desk Department on their role in contributing to the guest service scores.
  • V.I.P. and Special Guests: Monitor all V.I.P.'s, special guests and requests.
  • Supply Management: Maintain required pars of all front office and stationary supplies.
  • Work and Activity Reports: Review daily Front Office work and activity reports generated by Night Audit.
  • Log Book and Guest Request Log: Review Front Office log book and Guest Request log on a daily basis.
  • Emergency Procedures: Assist the General Manager and Engineering Department in implementing and maintaining emergency procedures.
  • Corporate Sponsored Programs: 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.
  • Filing System: Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
  • Meetings and Communication: Conduct meetings according to Aimbridge Hospitality standards as required by management.

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