Front Desk Operations Manager
4 weeks ago
As a Front Desk Supervisor at Excel Hotel Group, you will play a key role in ensuring the efficient and effective operation of the Front Desk department. Your primary responsibility will be to guide and direct line staff to achieve established goals and objectives, while maintaining total guest satisfaction through employee training, motivation, and performance management.
Key Responsibilities
• Welcome guests in a friendly, prompt, and professional manner.
• Schedule, coordinate, direct, and delegate work to Front Desk department associates.
• Manage the performance of Front Desk agents, coaching and counseling as deemed necessary, and conduct annual performance reviews.
• Train new employees on compliance with company, hotel, and brand standards.
• Make recommendations for disciplinary action of employees as appropriate.
• Maintain good working relationships and communications with all departments.
• Verify accurate room status information is maintained and properly communicated according to established procedures.
• Resolve guest complaints quickly, efficiently, and courteously.
• Update, maintain, monitor, and prepare group information and requirements, including relaying the appropriate information to relevant departments.
Requirements
• 1-2 years of customer service experience.
• Ability to stand for 8 hours.
• Basic knowledge of computers and software, including the ability to use email, word processing, spreadsheet software, and hotel management systems.
Benefits
• Excellent benefits package, including medical, dental, life, PTO, and 401k with company match for full-time associates.
• Travel discount program.
• Opportunity to grow and advance within the company, with a focus on promoting from within.
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