Front Desk Manager

This position will be Full time and primarily First shift (7am-3pm.) with occasional second shift hours (3pm-11pm) and coverage as needed for call outs. The candidate must be personable, have a positive and motivating attitude and ready to help guest. Must be able to multi-task and work in a fast paste environment while responding to guest needs. Must be flexible to work any day of the week including holidays and weekends.

Primary Duties:

• Checking in/out guests.
• Creating and modifying reservations.
• Answering phone calls and providing requested information.
• Communicating with staff to ensure daily operations are conducted effectively.
• Counting and handling cash on hand properly.
• Code electronic keys.
• Solving any guest issues or complaints or communicating them with management if unsure on actions to take.
• Following all guidelines and policies set forth in the Employee Handbook and Employee Standards of Conduct.
• Maintain a courteous, respectful, and friendly attitude towards guests, co-workers, and supervisors.
• Effective scheduling of staff to ensure maximum productivity in regard to departmental budgets. Responsible for shift coverage in the absence of a scheduled subordinate.
• Supervising and motivating front desk and night audit staff, including disciplinary action, if needed.
• Development and implementation of programs, policies, standards, and ideas to improve employees.
• Hiring, interviewing, and orientating new front desk and night audit employees, with General Manager approval. Maintain an employee orientation and training notebook with documentation for each employee. Training of all front desk and night audit employees in the policies and procedures of the property.
• Development of training goals and objectives and plans for implementation to accomplish departmental goals, to include annual reviews.
• Ensure all IHG hotel training for hotel staff are completed in a timely manner.
• Ensure all training for hotel employees are logged and stored for inspection review.
• Leadership, by example, of proper actions and commitment to guests.
• Attendance of weekly management staff meetings.
• Prepare a weekly and monthly forecast of hotel occupancy and distribute forecast to all departments. Advise appropriate departments of inventory status, in particular full house dates.
• Maintain market-segments and inventory controls such as minimum stay, GTD only, and inventory balancing to maximize room revenue, as designated by the General Manager. Properly identify and code reservations to accurately establish segments within markets.
• Maintain proper front desk uniform (including name tag) as established by management.
• Communication of ideas to improve operation procedures and recommended capital expenditures to the General Manager.
• Knowledge of all safety and emergency procedures and policies for ongoing staff training.
• Knowledge of all night audit procedures in order to perform night audit duties when needed.
• Monitor on a continual basis the folios of guests to ensure payment and balance information follows policies and procedures.
• Maintain accurate accounting of room, food, lounge, banquet, meeting, miscellaneous, and incidental sales. Monitor deposits daily and troubleshoot as needed.
• Completing all IHG compliance daily standards for all employees.
• Complete all IHG reviews daily.
• Communicate with the maintenance and housekeeping departments to ensure requests and problems are addressed in a timely and acceptable manner. Ensure there are no discrepant rooms in the system.
• Supervision of pre-registration activities to ensure smooth check-in for guests.
• Log and track all maintenance tickets to be fulfilled immediately.
• Maintain the highest level of guest satisfaction, within your ability.
• Perform other duties as required by management.
• In compliance with Crowne Plaza Standards, Guest Services Manager must attend Front Office Operations Certification within 180 days of assuming the position, and fulfill 2 training credits per year thereafter for re-certification.
• Attend IHG off property required trainings (Requires Traveling)
• Performing other duties as required by management.

Job Type: Full Time

Salary: $17/hour

Job Type: Full-time

Pay: $17.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience:

• Hospitality: 1 year (Preferred)

Shift availability:

• Night Shift (Required)
• Day Shift (Preferred)

Work Location: In person