Front Desk Manager

1 day ago

Houston, Texas, United States Aimbridge Hospitality Full time
Job Summary

The Front Desk Manager is responsible for ensuring the smooth operation of the Front Office, providing exceptional service to guests, and maximizing room revenue and occupancy. This role requires strong leadership and communication skills, as well as the ability to work effectively in a fast-paced environment.

Key Responsibilities
  1. Respond to guest requests, problems, and complaints in a timely and professional manner.
  2. Motivate, coach, and discipline Front Desk personnel according to Aimbridge Hospitality standards.
  3. Ensure compliance with brand and company training, using the steps to effective training according to Aimbridge Hospitality standards.
  4. Prepare and conduct Front Desk interviews and follow hiring procedures according to Aimbridge Hospitality S.O.P.'s.
  5. Conduct 90-day and annual Front Desk employee performance appraisals according to S.O.P.'s.
  6. Develop employee morale and ensure training of Front Desk personnel.
  7. Maximize room revenue and occupancy by reviewing status daily, analyzing rate efficiency, and monitoring credit reports.
  8. Attend Rooms Merchandizing meetings with all necessary reports and documentation to establish select sell guidelines and implement restrictions.
  9. Supervise the Night Audit function and monitor the House Charge Worksheet and Flash Report for accuracy.
  10. Participate in the M.O.D. program as scheduled.
  11. Be responsible for developing a manager as assigned by the Corporate Office, including sign-off on all competencies and assisting in their placement.
  12. Ensure all end-of-month report dates are met, including Central Reservations, Market Segment, AAdvantage Travel Agent check registers, and others.
  13. Review Front Desk staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
  14. Prepare employee schedules according to business forecast, payroll budget guidelines, and productivity requirements.
  15. Ensure no-show revenue is maximized through consistent and accurate billing.
  16. Maintain Aimbridge Hospitality S.O.P.'s regarding Purchase Orders, vouchering of invoices, and checkbook accounting.
  17. Ensure Wage Progress, Productivity, and the Ten-Day Forecast are completed on a timely basis according to Aimbridge Hospitality S.O.P.'s.
  18. Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.
  19. Work closely with Accounting on follow-up items, including returned checks, rejected credit cards, employee discrepancies, and others.
  20. Operate all aspects of the Front Office computer system, including software maintenance, report generation, and analysis.
  21. Monitor the proper operation of the P.B.X. console and ensure employees maintain Aimbridge Hospitality S.O.P.'s in its use.
  22. Monitor the process of taking reservations, ensuring Aimbridge Hospitality courtesy and up-selling techniques are maintained.
  23. Greet and welcome all guests approaching the Front Desk in accordance with Aimbridge Hospitality S.O.P.'s.
  24. Ensure implementation of all Aimbridge Hospitality policies and house rules.
  25. Understand hospitality terms.
  26. Operate radios efficiently and professionally in communicating with hotel staff, ensuring proper use of radio etiquette within the department.
  27. Coordinate all aspects of the ongoing implementation of the Aimbridge Hospitality philosophy of service.
  28. Ensure correct and accurate cash handling at the Front Desk.
  29. Attend monthly all-employee team meetings and any other functions required by management.
  30. Attend weekly staff meetings and provide training on a rotational basis using the steps to effective training according to Aimbridge Hospitality standards.
  31. Obtain all necessary information when taking room reservations.
  32. Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
  33. Be aware of all rates, packages, and promotions currently underway.
  34. Follow and enforce all Aimbridge Hospitality hotel credit policies.
  35. Process and handle guest laundry (property-specific).
  36. Ensure employees are at all times attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
  37. Maintain and monitor Lost and Found procedures and policies according to Aimbridge Hospitality standards.
  38. Establish and maintain key control systems.
  39. Ensure participation within the department for monthly Aimbridge team meetings.
  40. Focus the Front Desk Department on their role in contributing to guest service scores.
  41. Monitor all V.I.P.'s, special guests, and requests.
  42. Maintain required pars of all front office and stationery supplies.
  43. Review daily Front Office work and activity reports generated by Night Audit.
  44. Review Front Office log books and Guest Request logs on a daily basis.
  45. Assist the General Manager and Engineering Department in implementing and maintaining emergency procedures.
  46. 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.
  47. Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports, and tracking logs.
  48. Conduct meetings according to Aimbridge Hospitality standards as required by management.
  49. Other duties as required.

Requirements

  • At least 5 years of progressive experience in a hotel or a related field.
  • A 2-year college degree and 3 or more years of related experience.
  • A 4-year college degree and at least 1 year of related experience.
  • Supervisory experience required.
  • Proficient in Windows operating systems, Company-approved spreadsheets, and word processing.
  • A valid driver's license from the applicable state.
  • Ability to convey information and ideas clearly.
  • Ability to evaluate and select among alternative courses of action quickly and accurately.
  • Ability to work well in stressful, high-pressure situations.
  • Ability to maintain composure and objectivity under pressure.
  • Ability to handle problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
  • Ability to assimilate complex information, data, etc. from disparate sources and consider, adjust, or modify to meet the constraints of the particular need.
  • Ability to work with and understand financial information and data and basic arithmetic functions.

Benefits

  • Competitive benefits package, including medical, dental, and vision coverage.
  • Short-term and long-term disability income.
  • Term life and AD&D insurance.
  • Paid time off.
  • Employee assistance program.
  • 401(k) retirement plan.

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