Front Desk Manager
About The Position
As the Front Desk Manager, you are responsible for all aspects of the front desk operations. In this position, you will be responsible for supervising the front desk operations, managing all front desk duties, and providing excellent customer service to our guests. As one of the first faces our visitors will see when they enter the hotel, you must be friendly, informative, and welcoming to visitors, and be able to handle questions, complaints, reservations, and various accounting & administrative functions. You will oversee the front desk team. You are responsible for providing support and ongoing training to build the skills and knowledge of your team. You must ensure you and your team members maximize the guest experience by achieving all service standards, maintaining consistent quality of service, exceeding expectations, and efficiently completing departmental objectives.
Requirements
- High school degree or equivalent; bachelor’s degree or certification in management in related field preferred.
- 2+ years of previous experience as a Night Auditor, Senior Front Desk Agent or related roles preferred.
- Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel).
- Solid customer service skills.
- Excellent leadership, team building, and management skills.
- Ability to provide encouragement to team and staff; able to mentor and lead.
- Excellent verbal and written communication skills.
- In-depth understanding of the industry.
- Strict adherence to company philosophy, mission statement, and sales goals.
Responsibilities
- Closely monitor front desk operations including: reservations, check-ins, check-outs, upgrades, room moves, billing, and guest follow-up
- Manage front desk team, including: scheduling/breaks, training, hiring, and performance management
- Create weekly staffing schedule per guidelines in the Team Member Handbook. Review and adjust staffing daily to ensure optimum staffing levels
- Adhere to staffing and budget guidelines
- Assist in budgeting and monthly planning
- Ensure all service standards are met and adhered to
- Work seamlessly and communicate clearly cross-functionally
- Monitor guest accounts and room inventory
- Stay educated and familiar with local and area recreational, dining, and cultural activities and attractions
- Communicate room availability appropriately across departments to ensure effective Housekeeping and Maintenance operations
- Maintain alignment with the culture, values, goals and human resource programs of the Marriott Brand and Crystal Creek Hospitality
- Maintain a professional appearance and attitude at all times
- Expert in utilizing Property Management Systems and other pertinent software as assigned
- Oversee operation, inventory, and pricing at Lobby Market retail shop
- Assist in development and implementation of best practices, policies and procedures for Front Desk team
- Act as Manager on Duty in absence of the General Manager
- Staff the Front Desk as needed
- Complete miscellaneous tasks as assigned
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
