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Front Desk Manager

2 months ago

Statesville, North Carolina, United States ABC Investments and Management Company Full time
Front Desk Manager Job Description

We are seeking a highly skilled and experienced Front Desk Manager to join our team at ABC Investments and Management Company.

Key Responsibilities:

  • Supervise the front desk to ensure efficient and profitable operation.
  • Train, schedule, and evaluate front office personnel while complying with brand standards and company policies.
  • Set the tone and example of guest service and guest satisfaction for all colleagues.
  • Oversee front desk shifts and act as liaison with clerks and General Manager.
  • Implement policies and procedures for front desk and schedule front desk personnel.
  • Check in guests in an efficient and friendly manner, ensuring correct room assignment and rate.
  • Check out guests, collect keys, post late charges, and present bills.
  • Ensure check-in and check-out brand standard procedures are followed.
  • Handle guest complaints, problems, and service requests.
  • Monitor and respond to guest comments on brand sites and third-party sites.
  • Serve as hotel phone operator and direct calls to proper extensions.
  • Keep records of room availability and guest accounts.
  • Maintain a balanced cash/billing drawer and handle cash and credit card transactions.
  • Complete accounts receivable and direct billing tasks.
  • Welcome guests and respond to requests in a prompt and professional manner.
  • Check equipment and report unsafe or malfunctioning equipment to supervisor.
  • Use suggested selling techniques to sell rooms and promote hotel services.
  • Coordinate room status updates with housekeeping department.
  • Know office equipment and safety procedures.
  • Maintain awareness of all rates and competition.
  • Communicate with previous and following shifts.
  • Print arrival lists and ensure all reservations are on Opera.
  • Ensure compliance with energy conservation and job safety requirements.
  • Proactively maintain assigned areas and equipment.
  • Ensure efficient completion of daily assignments in a timely manner.
  • Report safety concerns to management.
  • Attend and participate in all mandatory trainings.
  • Be flexible with schedule and assignments.
  • Maintain effective performance under pressure.

Requirements:

  • Good customer service skills.
  • Ability to work independently and with others.
  • Good communication skills.
  • Ability to give and follow verbal and written instructions.
  • Attention to detail.
  • Ability to multi-task.
  • Displays good initiative.
  • 2 years previous hotel experience.