Front Desk Manager

2 weeks ago


Virginia Beach, United States Professional Hospitality Resources, Inc. and Ocean Beach Club LLC Full time
Overview

The Front Desk Manager delivers personalized guest experience for the property, leading the front desk shift inclusive of planning for arrivals, check-ins and check-outs, and coordination of PBX*. The Front Desk Manager reports to the Front Office Manager in a full-service hotel and may be supported by Front Office Supervisors. The Front Desk Manager is the acting Front Office Supervisor for the PM shift. The Front Desk Manager assumes the PM Shift from the AM Front Office Supervisor, acts as the Front Office Supervisor for the PM shift, and turns over responsibility to Night Audit.

The Front Desk Manager owns the atmosphere for the public amenities inclusive of lighting, music, décor, and SSI.

*Coordination of PBX is led by the Communications Center Manager at The Cavalier Resort and therefore excluded from the role of Front Desk Manager.

Responsibilities

1. Champion the company and property service, "The Keys to Making it Right" to focus Associates on what matters most to lead in guest satisfaction for the brand, our market competitors and on social need. This culture of accountability promotes effective communications, service excellence, teamwork, recognition, mutual respect, and Associate satisfaction.

2. Hire, train and certify all direct reports using approved job descriptions and training materials per defined training schedules. Training includes personal grooming standards, product knowledge, scripts, standards, organization and cleanliness, service and safety standards, scheduling expectations, code of conduct, and proper use of tools.

3. Execute the Front Office Operating Plan to ensure predictability and consistency to include approved tools, training materials and checklists.

4. Hold well planned and motivating pre-shift meetings, setting the expectations and goals of the shift as well as a check of uniforms, grooming standards and operational readiness.

5. Proactively anticipate and drive guest/service satisfaction and conduct root cause analysis to evaluate gaps in service delivery and initiate corrective action or recommend changes to operating/business plans.

6. Manage guest amenity programs (property or guest request) including purchasing, inventory, fulfillment.

7. Plan and anticipate for guest arrival (including digital check in and digital key management), proactively provide solutions to minimize guest inconvenience for any challenges and deploy appropriate service recovery when dissatisfaction is unavoidable.

8. Respond to all Guest Comments (Marriott GSS, Revinate) as required by brand and Front Office Operating Plan.

9. Ensure responsible financial management of the company's assets for all financial transactions occurring during the shift including accuracy of guest folios and master accounts, room charges; authorization of credit (bucket check) and authorization of loyalty benefits, accuracy and completeness of time and attendance records, cash controls, accuracy of guest folios and complete and timely recordation and resolution of all guest requests.

10. Conduct daily visual inspection of the lobby and front desk, assessing compliance to owner expectations, PHR standards, specifications and inventories and brand standards.

11. Serves as the shift subject matter expert and inter department coordinator for all room blocks, room moves, group arrival, early/late check-in/out and upsell opportunities.

12. Monitor call volume, response time, and resolution time for PBX and eliminate any bottlenecks (for properties without Communications Center).

13. Proactively manage safety and security procedures to prevent accidents and ensure healthy and safe environments for guests and Associates.

14. Understand and apply all Human Resource policies that must be handled during the shift and when and what to defer to the Associate's manager.

15. Ensure completion of all departmental reports and metrics at the close of each shift to include: bucket check, daily deposit summary, completeness of revenue including no shows, ancillary revenues, etc., daily financial close, room status report (housekeeping cleans to occupancy), amenity billings, and elevating any guest concerns or other to the Front Office Manager for follow-up.

16. Perform Emergency Response duties as required for this role in the Emergency Response Organizational Chart and Plan.

17. Participates in the Safety Committee as an active member.

18. Handles guest complaints, arbitrating disputes or resolving grievances.

19. Serves as Manager on Duty as determined by the Managing Director and company policy.

20. Familiar with marketing initiatives and ensures all staff is knowledgeable.

21. Leads special projects and other responsibilities as assigned. Participate in task forces and committees as requested.

Schedule Expectations

Create department schedules based on demand and productivity expectations

Qualifications

  • Strong organizational skills and multi tasking abilities
  • Good Will Ambassador and Guest/Customer Service Expert who leads by example
  • Excel, Word, Outlook, Access, PMS systems
  • Good verbal communication skills
  • Exposure to scheduling, PO processing, time card calculations and expense control systems preferred
  • Minimum of 2 years experience in supervisory/management position required
  • Minimum of 3 years experience in front office setting at a major hotel, preferrably full service
  • Demonstrated ability to work as a positive member of a leadership team, developing Associates to their maximum potential and maintaining a supportive work environment.
  • Ability to apply mathematical operations in accomplishing job tasks.
  • Can define problems, collect data, establish facts and draw valid conclusions from interpretation of extensive and varied technical instructions (in mathematical or diagram form).
  • Ability to respond to common inquiries or complaints from other departments, guests,regulatory agencies, or members of the business community.
  • Proficiency with Computer and knowledge of Property Management System.
  • Ability to read and interpret common scientific and technical journals, financial reports, and legal documents.
  • Ability to effectively present information to top management, public groups, hotel associates and outside agencies/authorities.
  • Ability to apply advanced mathematical concepts such as exponents, logarithms, and permutations.

  • Front Desk Manager

    4 weeks ago


    Virginia Beach, Virginia, United States Professional Hospitality Resources, Inc. and Ocean Beach Club LLC Full time

    Overview: The Front Desk Manager delivers personalized guest experience for the property, leading the front desk shift inclusive of planning for arrivals, check-ins and check-outs, and coordination of PBX*. The Front Desk Manager reports to the Front Office Manager in a full-service hotel and may be supported by Front Office Supervisors. The Front Desk...

  • Front Desk Agent

    2 weeks ago


    Virginia Beach, United States Highgate Hotels, Inc. Full time

    The Front Office Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy. Responsibilities Answer inquires from g Front Desk, Agent, Hotel, Office Agent, Operations

  • PM Front Desk Manager

    2 weeks ago


    Myrtle Beach, United States Aimbridge Hospitality Full time

    The PM Front Desk Manager is responsible for ensuring the operation of the Front Office in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room rev Front Desk, Manager, Front Desk Manager, Hospitality, Reservations, Accounting

  • Front Desk Manager

    1 week ago


    Dania Beach, United States Auro Hotels Full time

    ** Front Desk Manager** **Job Category****:** Front Office **Requisition Number****:** FRONT02357 Showing 1 location **Job Details** **Description** **Supervisory Responsibilities** Directly or indirectly supervises associates and/or supervisors. Carries out supervisory responsibilities in accordance with the organization's policies, procedures and...

  • Front Desk Agent

    2 weeks ago


    Virginia Beach, United States Crescent Hotels & Resorts Full time

    Join us at the Delta Hotel by Marriott Virginia Beach Waterfront, just steps away from Chesapeake Bay. From our casually elegant dining room to our bayside deck, come work at the perfect place to start your career in hospitality! At Crescent Hotels & Front Desk, Agent, Hospitality, Hotel, Associate

  • Front Desk Agent

    5 days ago


    Virginia Beach, United States Crescent Hotels & Resorts Full time

    Join us at the Delta Hotel by Marriott Virginia Beach Waterfront, just steps away from Chesapeake Bay. From our casually elegant dining room to our bayside deck, come work at the perfect place to start your career in hospitality! At Crescent Hotels & Front Desk, Agent, Hospitality, Hotel, Associate

  • Front Desk Supervisor

    2 weeks ago


    Virginia Beach, United States Crescent Hotels & Resorts Full time

    Join us at the Delta Hotel by Marriott Virginia Beach Waterfront, just steps away from Chesapeake Bay. From our casually elegant dining room to our bayside deck, come work at the perfect place to start your career in hospitality! At Crescent Hotels & Front Desk, Supervisor, Hospitality, Operations, Hotel, Associate

  • Front Desk

    4 weeks ago


    Chesapeake, Virginia, United States DBS Staffing Services, Inc. Full time

    DBS Staffing Services, Inc. is currently seeking a Front Desk professional for our client in Chesapeake. As a family owned staffing company in the staffing industry, DBS is dedicated to connecting talented individuals with reputable organizations in need of reliable and skilled employees. The Front Desk role is a vital part of point of contact for guests,...

  • Front Desk

    2 weeks ago


    Hallandale Beach, United States FirstService Full time

    Of Role: Front Desk associates are the face of our service at the properties we support. These treasured associates consistently interact with both residents and guests, and as a result, develop meaningful relationships that enhance the quality of ou Front Desk, Hotel, Property Management

  • Front Desk Supervisor

    2 weeks ago


    Myrtle Beach, United States Westgate Resorts & Spa Full time

    As a Front Desk Supervisor, you are responsible for ensuring we provide the highest level of guest service and that our standards are met and always maintained. As the Front Desk Supervisor, you will provide: Leadership and Management: schedule and p Front Desk, Supervisor, Guest Service, Office Manager, Reservations, Hotel


  • Virginia, United States Visionist, Inc. Full time

    The job of the Front Desk Ambassador is to provide patients with a positive first impression. The Ambassador displays exceptional customer service while engaging with patients on a day-to-day basis and is knowledgeable in all areas of the practice. The front desk is the communications hub of the office, ensuring staff and patient arrivals and needs are...

  • Front Desk Supervisor

    2 weeks ago


    Myrtle Beach, United States Westgate Resorts Full time

    Job Description As a Front Desk Supervisor, you are responsible for ensuring we provide the highest level of guest service and that our standards are met and always maintained. As the Front Desk Supervisor, you will provide: * Leadership and Management: schedule and provide direction to the Front Office team members as required, ensuring seamless...


  • Daytona Beach, United States Shaner Full time

    The Assistant Front Office Manager will be responsible for assisting the Front Office Manager and the Director of Rooms to achieve successful operation and administration of all front office departments. The ideal candidate will have a combination of Assistant, Front Desk Manager, Office Manager, Front Desk, Manager

  • Front Desk Agent

    2 weeks ago


    Miami Beach, United States FirstService Full time

    Of Role:? Front Desk associates are the face of our service at the properties we support. These treasured associates consistently interact with both residents and guests, and as a result, develop meaningful relationships that enhance the quality of o Front Desk, Agent, Hotel, Property Management

  • Front Desk

    2 weeks ago


    Miami Beach, United States FirstService Full time

    The front desk person works independently, and without direct supervision. Possesses strong communication, telephone, and customer service skills. Detailed oriented and able to multitask. Meets and greets residents; checks guests and service provider Front Desk, Customer Service, Hotel, Property Management, Skills, Communication


  • Virginia Beach, Virginia, United States Professional Hospitality Resources, Inc. and Ocean Beach Club LLC Full time

    Overview: Supervise the Front Desk operations to achieve customer satisfaction, quality service and compliance with corporate/franchiser policies and procedures while meeting/exceeding financial goals. Position is responsible for the assisting the department manager(s) with short term planning and day-to-day operations of the Front Desk and carrying out...


  • Virginia Beach, United States miaar Full time

    Our Front Desk Receptionists are the face of the company and have a huge impact on the pace and environment of our office. You will be the first and last impression for all of our patients and potential new patients. We are looking for individuals with contagious personalities, desire to improve, and a passion for health and wellness! So, who are we looking...


  • Virginia Beach, United States miaar Full time

    Our Front Desk Receptionists are the face of the company and have a huge impact on the pace and environment of our office. You will be the first and last impression for all of our patients and potential new patients. We are looking for individuals with contagious personalities, desire to improve, and a passion for health and wellness!So, who are we looking...

  • Front Desk Supervisor

    3 weeks ago


    Miami Beach, United States HEI Hotels & Resorts Full time

    Assist the Front Office Manager in managing the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals. Ensure that the arrival Front Desk, Supervisor, Office Manager, Computer


  • Point Pleasant Beach, United States Salon Mulan Full time

    Job DescriptionJob DescriptionAt Salon Mulan, your role as Front Desk Receptionist will be the first impression of our guests. The front desk plays an important role in creating a positive and welcoming impression. As a front desk receptionist, you are essential for maintaining a smooth flow of communication and ensuring a positive experience for all guests...