Front Desk Manager

3 weeks ago

Fayetteville, United States Charlestowne Hotels Full time

*Management experience required*


The Front Office Manager’s primary role is to ensure high quality service and leadership for the Front of House operations. The individual is responsible for oversight and leadership of the Front Desk team and providing support for all operations. The individual will be well versed in Front Office operations to assist the Agents with guest concerns and overall guest service. The Front Office Manager will also act as a Manager on Duty during some of their shifts. The Front Office Manager will report to the Director of Operations and ultimately the General Manager.

ESSENTIAL DUTIES/RESPONSIBILITIES:

Responsible for the adherence and enforcement of all Hotel policies and proceduresResponsible for maintaining the highest levels of professionalism and decorum amongst all the staffMonitor inventory control and ordering procedures for Front Office and guest suppliesOrganize and execute all training of Front Desk AgentsOversee Front Desk Agent scheduling and requestsPerform coaching and counseling of all Front Desk Agents, Night Auditors and PBX operators as needed to enforce standardsCreates a comprehensive training program instilling a culture of service and follow throughActs as a liaison between the Front Office and the Reservations/Sales teamIs intimately involved in troubleshooting and drilling down to determine and eliminate guest issuesActively participate in cleanliness of all facilitiesHandle any guest complaint or issue in a professional mannerDocuments and communicates associate challengesComplete a daily MOD Report to communicate guest opportunities and other informationAssist the Front Desk with all aspects of operations including check-in and check-out processMaintain excellent relations with all local, state, city and federal police agencies and fire marshalsReview all potential safety and security issues and implement corrective action stepsResponsible for knowing all emergency proceduresConduct walk-throughs of the property at a minimum of twice per dayAssist in projects and other duties as directed by the Director of Operations and the General ManagerCoach associates how to resolve and de-escalate conflictsInstill a calm, organized approach in all situationsAssists in welcoming and escorting VIP’s and other guestsAssist as Manager on Duty at the hotelAssume responsibility/accountabilityWork closely with Housekeeping, Engineering, Catering and Sales to assure groups and special functions are handled smoothlyMust be able to stand for long periods of time

OTHER DUTIES/RESPONSIBILITIES:

Comply with house policies and proceduresAttend all management training as requested by Director of Operations, the Human Resources Manager and/or the General ManagerFollow/enforce company policies and proceduresAbility to create, develop and make formal presentations using audio/visual aidsCreate courteous, friendly, professional work environmentProvide overall direction, coordination, and ongoing evaluation of operationsAbility to quickly evaluate alternatives and decide on a plan of actionReport all safety hazards and suspicious person or activities to SecurityKnow all safety and emergency procedures and your role in assisting during these timesWill be required to work a varied schedule that may include evenings, nights, and week-endsAssociate is held accountable for all duties of this job

JOB QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

KNOWLEDGE/EXPERIENCE:

3 years’ experience as a Guest Service Agent, Supervisor or Manager, preferably with a full-service propertyManagement experience requiredFront Office Accounting experienceMust have experience at properties of similar size and qualityProficiency in Microsoft applications is requiredVerifiable record improving guest service and satisfaction

SKILLS:

Clear, concise written and verbal communication skillsExcellent service & communication skillsStrong technical skillsExcellent time management skillsStrong organizational skillsComputer and telephone skills requiredExcellent listening skillsExceptional detail in follow-upExcellent safety and sanitation skillsCreative problem solving skillsBasic mathematical skills requiredStrong attention to detail

ABILITIES:

Ability to sell concepts and ideas to management, peers, and employeesAbility to clearly and concisely present technical subjectsDemonstrate ability to lead by exampleAbilities to inspire, train, and develop people for promotionThe ability to work well as a team as well as individually at timesAbility to multi-task in a high paced environmentAbility to read, speak, write, and understand EnglishMust be adaptable and flexible to changeAbility to work a flexible schedule and be able to work weekends and holidaysTo remain calm and professional at all timesAbility to work under varying weather conditionsBe able to make quick decisions and possess good judgment

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