Front Desk Operations Manager

4 weeks ago

Greenville, South Carolina, United States Crescent Services Full time
Job Overview:

As a key member of the Crescent Services team, the Front Desk Manager will be responsible for supervising the daily operations of the front desk staff to maximize revenues and profits while attaining optimal guest satisfaction.

Key Responsibilities:

Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate.

Respond to guests' special requests, needs, problems, issues, and concerns, and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.

Implement company programs and supervise the daily operations of the front desk to comply with SOPs and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to hotel customers.

Supervise the Guest Service Agents.

Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situations. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.

Comply with attendance rules and be available to work on a regular basis.

Perform any other job-related duties as assigned.

Requirements:

Must have the ability to communicate in English.

Self-starting personality with an even disposition.

Maintain a professional appearance and manner at all times.

Can communicate well with guests.

Must be willing to 'pitch-in' and help co-workers with their job duties and be a team player.

Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and collect accurate information and resolve conflicts.

Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.

Ability to access and accurately input information using a moderately complex computer system.

Ability to stand, walk, and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations.

Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.

Ability to establish and maintain effective working relationships with associates, customers, and patrons.

Performance Standards:

Customer Satisfaction: Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with Crescent staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every Crescent associate is a guest relations ambassador, every working minute of every day.

Work Habits: In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality, and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job, and ask for help whenever you are not sure how to do something.

Safety & Security: The safety and security of our guests and associates is of utmost importance to Crescent. Every Crescent associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

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