Front Desk Manager (Wed-Sunday 2 p.m. - 10 p.m.)
Department: Front Office
Supervisor: General Manager
JOB SUMMARY
The Front Desk Manager (FDM) oversees the efficient operation of the Front Desk to ensure profitability, quality guest service, and effective training and coaching of the Front Desk staff. The Front Desk Manager is responsible for all duties of the front desk operation which includes: staff training, inter/intra-departmental communications, and staff scheduling. The FDM usually works a regularly scheduled front desk shift and must be available to work any shift as needed. The Front Desk Manager should possess strong communication skills and demonstrate leadership abilities.
DUTIES
1. Guest Service: Accountable for guest satisfaction by ensuring service standards are met and guests’ needs and concerns are responded to in a timely manner with a focus on service recovery when applicable. Works side by side with staff to train and model appropriate guest service standards. Responsible for holding staff members accountable for anticipating needs and exceeding guest expectations. Achieves business revenue goals by developing and implementing creative service programs designed to increase guest satisfaction.
2. Financial Results and Cost Control: Responsible for management of expenses to maximize hotel profitability. Responsible for effective labor management through proper scheduling, monitoring, and adjusting based on business needs. Seeks and implements cost saving measures and efficient purchasing strategies in order to meet/exceed budget for expenses. Follows Inn of the Governors employee handbook and applies good business judgment. Assists with the preparation and management of the department budget. Review Daily payroll against standard. Review weekly payroll reports against scheduled hours for accuracy. Review pay period reports 1 day prior to payroll entry. Create yearly budget for expenses and labor (due Oct. 1 each year). Manages and maintains company assets to stay within budget guidelines and prolong the life of company resources. Uses expertise to advise and implement changes to front desk operations as needed, while maximizing revenue and occupancy.
3. People Management and Training: Responsible for evaluating staff performance and takes appropriate corrective action as needed to hold team members accountable. Motivates staff by setting goals, providing ongoing feedback, and rewarding/recognizing team members. Responsible for interviewing, hiring, coaching, and development of all team members. Responsible for all required training for department team members and ensuring training records are maintained. Analyzes quality issues, identifies training needs and ensures implementation to improve results. Conduct employee interviews and coaching sessions to assist in their performance and growth. Promotes collaboration and positive, professional work environment. Provide Superior Guest Service, train staff to this level.
4. Self/Workload Management: Attends all daily, weekly and/or monthly department/hotel meetings to ensure proper communication/planning occurs. Responsible for all front desk initiatives. Must have high attention to detail, good communication skills and leadership ability. Must have excellent organization skills, a high degree of creativity to facilitate efficient problem solving. Coordinate with GM regarding any recurring issues/comment cards for improvement. Manage Printing Supplies. Review daily arrivals w/ Reservation Dpt. to ensure Accuracy. Review/log No-shows. Must be able to manage multiple priorities and work in an environment with frequent interruptions and tight deadlines Adheres to all Inn of the Governors Standard Operating Procedures.
5. Safety/Risk Management: Conduct routine inspections of front desk operations to maintain standards per Inn of the Governors, local, state and federal regulations. Ensures a clean and safe work environment, and follows all Inn of the Governors procedures for guest/team member incidents. Keep Back Office Clean and Organized.
6. Oversee Lobby Computers, assist with IT issues at Front Desk, assist guests with computer issues.
7. Effectively communicate with all departments to ensure customer satisfaction and high quality service
8. Work closely with Western Tel-com, Computer Engineers, Hotel I.T./Network, Springer Miller and any other external services provided to the Inn of the Governors to solve any arising problems.
9. Work with guests regarding Lost and Found, coordinating directly with Housekeeping.
10. Maintain F.D. files for Groups.
11. Review weekly groups with staff members.
12. Review group resumes for information regarding in-house functions, arrivals, and folio set-up procedures, reviews billing instructions and effectively communicate with Reservations department to update any changes on the guest reservations (cancellations, amenities, special accommodations, rooming list changes, late arrivals etc…)
13. Group billing (review daily charges; ensure charges are copied to file based on instructions from S.M.).
14. Track daily repeat customer check-ins; give to Accounting for entry onto the Daily.
15. Research all disputed charges and respond to guest within 24 hours.
16. Maintain departmental forms in FOM Computer.
17. Assist with Tea & Sherry.
18. Ongoing Procedural review; coaching to any changes Handle Guest Issues in absence of GM.
19. Other duties as assigned by GM.
QUALIFICATIONS
Physical Requirements
1. Lifting up to 20 lbs required.
2. Requires walking and standing to a significant degree, and can also require long periods of sitting.
3. Repetitive motion of hands, wrists and fingers due to extensive use of keyboard.
Licenses and Certificates
1. CPR certification required (On-site training provided).
2. First Aid training preferred.(On-site training provided).
3. New Mexico Alcohol certification
Education and Experience
1. High School diploma or equivalent required. At least two years college or equivalent experience preferred.
2. A minimum of five years hotel property operations area management experience preferred.
Skills and Abilities
1. Must possess the ability to manage personnel and material resources and effectively coach and lead both supervisors and line employees.
2. Must be able to work effectively as both a team leader and participant.
3. Effective skills in delegation and organization of tasks.
4. Ability to effectively deal with guest and employee concerns in a friendly and positive manner. This involves listening to the nature of the concern, demonstrating empathy with the customer and providing positive and proactive solutions with a timely follow-through.
5. Ability to communicate both orally and in writing.
6. Ability to access, read, and accurately input information using a moderately complex computer system.
7. Ability to plan and organize work on both a short term and strategic level.
8. Ability to analyze complex statistical data and make judgments accordingly.
9. Good communication skills essential with a knowledge of Spanish desired.
10. Ability to recognize errors in recorded information; a strong attention to detail.
11. Ability to effectively deal with change and new concepts is essential.
12. Ability to manage and coordinate multiple tasks required.
13. Good analytical skills are essential.