Front Desk Manager

Front Desk Manager

We're looking for a qualified, energetic and experienced Front Desk Manager to

lead our Front Desk team! The right candidate must have previous Hotel Front

Desk experience. Management experience is a plus. This position requires people

skills, attention to detail, and incredible organization. The Front Desk Manager is

responsible for assisting guests with check-in and check-out, answers and

processes all phone calls received, plus handles all special requests for services or

information, in accordance with standard policies and procedures. We want our

guests to relax and be themselves which means we need you to: be you by being

natural, professional and personable in the way you are with people, get ready by

taking notice and using your knowledge so that you are prepared for anything,

show you care by being thoughtful in the way you welcome and connect with

guests, and take action by showing initiative, taking ownership and going the

extra mile.

Job Description

To perform this job successfully, an individual must be able to perform each

essential duty satisfactorily. Reasonable accommodations may be made to enable

qualified individuals with disabilities to perform the essential functions.

The Front Desk Manager would be required to cover shifts due to unplanned call-

outs by their associates as well as:

• Resolve guest complaints, ensuring guest satisfaction.
• Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Train Front Desk and Night Auditors on brand standards and duties.
• Coordinate breaks for Front Desk.
• Registers and assigns rooms to guests, issues room keys and directs guests to rooms.
• Dates, sorts and distributes incoming mail and phone messages.
• Keeps records of room availability and guests’ accounts.
• Makes, confirms and cancels reservations for guests.
• Posts charges such as room, food, liquor.
• May make restaurant, transportation or entertainment reservations for guests.
• Assists sales department with block reservations.
• Ability to function in all shift segments.
• On call when shift replacement is needed due to call off or increase of business.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain complete knowledge of, or where to access to following information:
• all hotel features/services, hours of operation.

- all room types, numbers, layout, decor, appointments and location.

- all room rates, special packages and promotions.

- daily house count and expected arrivals/departures.

- room availability status for any given day.

- scheduled daily group activities.

• Obtain assigned bank and ensure accuracy of contracted monies.
• Keep bank secure at all times.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Process all guest check-ins.
• Verify registration card information with the guest.
• Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
• Direct Front Desk Runner on to escort guest and transport their luggage to the room.
• Handle overbooked or walked in guests.
• Accept and record wake-up call requests.
• Monitor, send and distribute guest faxes.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Resolve discrepancies on the room status report with Housekeeping.
• Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
• Process all check-outs.
• Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.
• Attend department meetings and training sessions as necessary.
• Anything that contributes to a positive culture and the success of the hotel.
• Other duties as assigned.

Requirements

• High School Graduate or General Education Degree (GED).
• One to two years previous experience in a similar position.
• Basic computer skills required.
• PMS experience preferred (CloudBeds, Flexkeeping, Akia).

Pay: $18.00 - $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person