Front Office Manager

Front Desk Manager 

Essential Functions

• Assist with the day to day management of the Front Office operations

• Demonstrate the ability to effectively interact, coordinate, and communicate through daily meetings with all team members of high guest impact areas to ensure a smooth arrival through departure experience for all guests.  

• Lead and execute weekly service training, as well as Service Training for all new hires.

• Be an expert and demonstrate knowledge of all services/features, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately

• Champion, promote and successfully track departmental and organizational initiatives 

• Monitor and reply to guest surveys and reviews, being sure to celebrate the successes and utilizing those necessary for coaching opportunities
  

• Maintain and successfully execute departmental and hotel policies (to include but not limited to relocation procedures, safe deposit box procedures, key control procedures, accurate billing, cashiering, safety, lost/found policy, etc.)

• Instills a calm, organized approach when interacting in stressful situations

• Approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction

• Ensure that sufficient staffing is present to meet the daily business demands including scheduling and call off/tardiness coverage

• Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent data

• Foster and maintain strong, positive relationships with team members across all departments through communication and regular face-to-face interaction

• Assist management to recruit, hire, train and successfully support and manage the talent of all new and existing team members

• Assist with daily deposits, company reports, and spreadsheets