Job Title: Front Desk Manager
Job Summary: Works closely with the Manager in overseeing hotel operations, including guest relations, front desk, housekeeping, maintenance, finances, team building, and staff development. Assists the work of hotel department heads.
Responsible for the operation of the hotel to develop your skills and ability in hospitality.
Job Duties:
Manages aspects of the hotel in the absence of the Manager.
Manages group reservations and group check ins to assist a smooth turn
Functions as an administrative link between and among departments.
Monitors internal cost control procedures.
Performs training oversight for new hires and ongoing training for existing hires
Assists the Manager in developing and implementing long-range and annual plans, operating reports, forecasts, and budgets.
Monitors safety conditions and employees’ adherence to safety procedures and business policies.
Receives, investigates, and acts upon complaints from guests and employees.
Assures that the hotel’s preventive maintenance and energy management programs are in use.
Participates in on-going facility inspections throughout the hotel to assure that cleanliness, safety, and other standards are consistent. (i.e. Fire Alarm/CO2 alarm, Fire Extinguishers are reviewed/approved)
Performs other duties as assigned.
Monitors the budget and directs corrective action as necessary to assure that budget goals are attained. (i.e. monitor housekeeping inventory with head housekeeper)
Assist plans, budgets, staffing, and general operating procedures for the rooms, housekeeping and maintenance.
Guest Relations
-Greet guests warmly and ensure a welcoming environment.
-Handle guest check-ins and check-outs efficiently.
-Address guest inquiries, complaints, and special requests promptly and professionally.
-Upsell rooms and hotel services to maximize revenue.
-Maintain a strong focus on guest satisfaction and loyalty.
-Team Management
-Supervise, train, and mentor front desk staff.
-Create and manage work schedules to ensure adequate staffing.
-Conduct performance evaluations and provide feedback to the team.
-Address staff issues or conflicts professionally and efficiently.
-Operational Oversight
-Ensure the front desk is well-organized and runs smoothly.
-Monitor room availability and coordinate with housekeeping and maintenance departments.
-Maintain accurate records, such as guest accounts, reservations, and payments.
-Handle emergencies or escalated issues, such as overbookings or service failures.
-Financial Responsibilities
-Manage the front desk’s cash flow, including deposits, payments, and reconciliations.
-Prepare financial and operational reports as needed.
-Oversee billing accuracy and resolve any discrepancies.
-Technology and Communication
-Use and maintain the hotel’s Property Management System (PMS).
-Ensure team members are trained on communication and booking systems.
-Coordinate with other departments, such as housekeeping, maintenance, and food services, to meet guest needs.
-Sales and Marketing Support
-Promote loyalty programs, special packages, or promotions at the front desk.
-Ensure front desk staff are knowledgeable about the hotel’s amenities and local attractions.
-Collaborate with sales and marketing teams to implement campaigns effectively.
-Compliance and Policies
-Enforce hotel policies, including safety, security, and service standards.
-Stay updated on hospitality industry trends and adapt to best practices.