Front Desk Manager

Front Desk Manager

About Us

Our hotel teams’ fundamental strategy is to provide memorable experiences for our guests, which our team implements on a daily basis through exceptional customer service. Each associate takes a lot of pride in our hotels. We believe that makes a huge difference in our operations.

Job Description: 

The Guest Services Manager/Front Office Manager is responsible  for  the success of the front desk, for ensuring guest satisfaction and product quality standards  are met, and for managing all areas of the hotel according to Brand standards to achieve a  friendly  atmosphere  of  superior  guest service  and  product  quality.  Displays  exemplary  performance for staff to follow. 

PREFER MARRIOTT EXPERIENCE AND LIGHTSPEED PMS EXPERIENCE 

Benefits

• Paid time off and holidays


• Dental, & Vision Insurance


• Life Insurance


• Short & Long Term Disability


• Accidental Insurance


• Hospital Indemnity


• Critical Illness


• Flex Spending Account


• Incentives


• Employee Lunches


• Associate of the Quarter and Associate of the Year

Essential Job Functions:

Guest Service

• Maintains guest service as the driving philosophy of the hotel.


• Personally demonstrates a commitment to guest services in responding promptly to  guest needs.


• Is committed to making every guest satisfied.


• Ensures all hotel staff, including new hires, know all components of guest services  and are trained to meet standards.


• Develops added value customer service programs.


• Empowers  hotel  staff  to  deliver  guest  service  by  encouraging  and  rewarding  responsive guest assistance.


• Meets or exceeds hotel guest satisfaction measures.


• Ensures hotel standards and services contribute to the delivery of consistent guest  service.

Front Desk Management

• Acts as manager on duty for hotel and manages front desk operations.


• Ensures  front  desk  staff  is  trained  in  all  front  desk  operations,  including  check in/check-out  procedures,  telephone  procedures,  hotel  amenities  and  computer  systems.


• Leads  and  assists  in  Revenue  Management  functions.    Actively  participates  in  conference  calls  with  Corporate  Management  and  any  calls  with  brand  revenue  management centers


• Ensures  front  desk  staff  is  trained  in  and  follows  financial  control  procedures  for  cash, vouchers, inventories and receivables.


• Produce accurate financial reports on time.


• Works  with  the  General  Manager  and  Sales  Manager  /  DOS  to  generate  new  business ideas to increase sales, set up rate codes and input rooming lists.

Human Resources

• Manages  human  resources  functions,  including  recruiting,  selection,  orientation,  training,  performance  planning and  evaluation,  pay  and  reward  programs  to  maintain a qualified front desk work force.


• Maintains  a  positive,  cooperative  work  environment  between  staff  and  management.


• Emphasizes  employee  selection,  training  and  development  as  a  way  of  doing  business.


• Ensures all hotel employees know hotel objectives.


• Ensures personnel files are accurate and comply with both local and federal laws  and regulations.


• Administers personnel policies fairly and consistently.


• Resolves employee grievances in a fair and timely manner.


• Ensures employees understand policies, pay procedures, bonus plans and benefits.


• Helps develop management talent by acting as a mentor for direct reports.


• Ensures completion of training objectives and development plans.


• Monitors and maintains acceptable turnover levels.

Safety and Security

• Knows local health and safety codes and regulations that apply to the hotel. 


• Recognizes and corrects potential safety hazards in the hotel, such as broken doors  or railings, fire hazards, etc.


• Recognizes and corrects potential security problems in the hotel, such as locking  doors after hours, etc.


• Understands and follows policies and procedures for the hotel’s key control system  and ensures others follow them.

Operations

• Maintains physical product standards by managing preventive maintenance  programs and by scheduling deep-cleaning activities.


• Ensures ongoing staff and employee involvement in preventive maintenance  programs. Protects the interests of the hotel during capital projects.


• Has acceptable property quality audits.


• Periodically inspect rooms, building exterior, parking lot, etc.

Additional Responsibilities:

• Any other duties assigned by Supervisor

Equal Opportunity Employment

SAI Hospitality Management provides equal employment opportunities to all employees and applicants. Employment decisions are based on merit, qualifications, and business needs. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under applicable law.
Harassment and retaliation are strictly prohibited. Employees are encouraged to report concerns to management or Human Resources.