Front Desk Operations Manager

1 day ago

Jamaica, New York, United States MCR Hotels Full time
Front Desk Manager Job Description

The Front Desk Manager at MCR Hotels will be responsible for overseeing the management of all Front Desk functions and team members. This role will direct, implement, and maintain a service and management philosophy that serves as a guide to respective team members.

Key Responsibilities:
  • Leadership and Team Management: Encourage and build mutual trust, respect, and cooperation among team members.
  • Goal Setting and Planning: Develop specific goals and plans to prioritize, organize, and accomplish work.
  • Conflict Resolution: Handle complaints, settle disputes, and resolve grievances and conflicts.
  • Communication and Feedback: Participate in department meetings and continually communicate a clear and consistent message regarding the Front Office goals to produce desired results.
  • Staffing and Scheduling: Observe staffing levels to ensure that guest service, operational needs, and financial objectives are met.
  • Training and Development: Support and train team members on adherence to all credit policies and procedures to reduce bad debts and rebates.
  • Sales and Revenue: Promote same day selling procedures to maximize room revenue and occupancy.
  • Service Excellence: Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
  • Guest Feedback: Interact with guests to obtain feedback on product quality and service levels.
  • Team Development: Identify the developmental needs of team and coach, mentor, or otherwise help others to improve their knowledge or skills.
  • Financial Acumen: Advocate sound financial and business decision making.
  • Integrity and Ethics: Demonstrate honesty and integrity, lead by example.
  • Collaboration and Recognition: Establish and maintain open, collaborative relationships with team members and ensure recognition of team members is taking place across areas of responsibility.
Requirements:
  • Education: High school diploma or equivalent.
  • Experience: Previous Front Office management experience is required.
  • Communication Skills: Excellent verbal and written English communication skills, second language helpful.
  • Technical Skills: Ability to access, retrieve, and leverage information from the hotel PMS system.
  • Problem-Solving Skills: Excellent problem-solving and creative thinking skills.
  • Confidentiality: Ability to maintain the confidentiality of information.
  • Leadership and Communication Skills: Strong leadership and communication skills.
  • Self-Motivation: An aptitude for self-motivation.
  • Flexibility: A flexible schedule that allows availability days, nights, holidays, and weekends based on the demands of the hotel.
  • Listening Skills: Effective listening skills to understand and clarify concerns from team members and guests.

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