Front Desk Manager

Joinery Hotel Pittsburgh, Curio Collection by Hilton•Pittsburgh, PA

19h•Onsite

About The Position

Manage front desk operations to ensure staff meets company operational standards while providing the highest level of guest service. This role involves overseeing all front office operations, actively participating in front desk duties, resolving guest issues, and contributing to guest satisfaction and repeat stays. The position also assists in financial operations, budget management, and inventory control, while adhering to sustainability and safety guidelines.

Requirements

1 to 3 years hospitality related experience, including front desk operations experience.

Nice To Haves

Associate’s or Bachelor’s degree preferred.

Responsibilities

Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.
Oversee all front office operations in the absence of the Assistant General Manager.
Remain an active participant at the front desk, including checking in/out guests, preparing bills and handling guest requests.
Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions.
Respond to brand Guest Alerts for resolution as needed.
Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
Participate in lobby ambassador and other activities related to interacting with guests on an individual level. Thus creating a relationship and culture that will result in repeat stays.
Assist in hotel food and beverage when needed, where applicable.
Assist in monitoring of front office financial operations and ensure front office compliance with accounting controls and procedures.
Assist in development, implementation and monitoring of daily, weekly, monthly, and annual department-wide budgets and forecasts.
Review correspondence from guests and incident logs; direct staff according to information obtained.
Review all brand correspondence for updates to procedures and standards and ensure all is communicated to the staff.
Ensure front office supplies and merchandise for the gift shop and or market are fully stocked, and inventory is maintained.
Work with the Sales office to ensure group resumes and group rooming lists are inputted and maintained.
Monitor occupancy of guest room space to ensure most efficient use and minimize overbooking.
Follow sustainability guidelines and practices related to HHM’s EarthView program.
Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
Perform other duties as requested by management.