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Front Desk Operations Manager

1 month ago

Virginia Beach, Virginia, United States Harrison Group Full time

The Harrison Group is a family-owned and operated business with a rich history in Ocean City, Maryland, dating back to 1951.

With a portfolio of over 15 hotels and 7 restaurants across the East Coast, we are committed to delivering exceptional hospitality and service to our guests.

Our hotels and restaurants are constantly evolving, with yearly renovations and updates to enhance the guest experience. We strive to continually improve our locations, enrich our guest experience, and perfect our hospitality.

We are always looking to the horizon for new opportunities to expand and transform other markets.

Position Summary:

The Front Desk Supervisor is responsible for overseeing the front desk operations, ensuring efficient and courteous service to guests, handling guest inquiries, and coordinating with other departments as necessary.

This is a non-exempt position that involves regular interactions with guests and team members.

Responsibilities:

  1. Greet and assist guests upon arrival, check them in and out, and handle special requests.
  2. Provide information about hotel services, amenities, and local attractions.
  3. Respond to guest inquiries and resolve issues promptly and courteously.
  4. Assist in the preparation and completion of the night audit process.
  5. Ensure all guest folios are accurate and all financial transactions are correctly recorded.
  6. Supervise front desk staff, ensuring they complete their tasks efficiently.
  7. Provide training and guidance to new front desk team members.
  8. Coordinate with housekeeping and maintenance staff to address guest needs and maintain hotel standards.
  9. Monitor the security of the hotel during the night shift, ensuring all safety protocols are followed.
  10. Handle emergency situations according to hotel policies and procedures.
  11. Maintain accurate records of guest interactions, complaints, and resolutions.
  12. Prepare shift reports and communicate any issues to the Front Office Manager.
  13. Assist in maintaining inventory of front desk supplies and placing orders as needed.
  14. Facilitate effective communication between the hotel departments.
  15. Ensure guest satisfaction by maintaining a high level of service quality.
  16. Solicit guest feedback and address any concerns to improve service.
  17. Perform other duties as assigned by management.

Minimum Requirements:

  • Excellent communication and organizational skills
  • Previous Front Office experience in supervisory/management capacity in a luxury property required
  • High School diploma, general education degree or international equivalent required
  • An operational knowledge and proficiency in Front Office Systems-Micros-Fidelio and Microsoft Office suite (Word, Excel, PowerPoint)

Benefits:

  • 401k
  • Health, dental, and life insurance
  • Paid time off
  • Weekly pay

Harrison Group is an equal opportunity employer of all qualified individuals. We are committed to creating a diverse and welcoming workplace that includes individuals with diverse backgrounds and experiences. We believe that enables us to grow as a company while serving customers throughout our communities. Black, Indigenous and People of Color, women, LGBTQIA+, and persons with disabilities are encouraged to apply.