Front Desk Manager

Renaissance Las Vegas Hotel•Las Vegas, NV

10d

About The Position

The Guest Services Manager is responsible for overseeing Guest Services, Concierge, and Uniformed Services/Transportation. The role ensures attentive, friendly, efficient, and courteous service for guests before and throughout their stay, while maximizing room revenue and occupancy. The manager leads and develops Guest Services employees, manages front desk operations and systems, supports forecasting and revenue management, and ensures compliance with Highgate Hotel procedures, service standards, policies, and house rules. The position is at the Renaissance Las Vegas, a 548-room, smoke-free, non-gaming hotel.

Requirements

At least 5 years of progressive experience in a hotel or related field; alternatively, a 2-year college degree and 3 or more years of related experience, or a 4-year college degree and at least 1 year of related experience.
Supervisory experience required.
Proficiency in Windows and company-approved spreadsheet and word-processing applications.
Valid driver's license from the applicable state.
Ability to communicate effectively, verbally and in writing, with employees and guests at all levels.
Ability to listen to, understand, and clarify concerns raised by employees and guests.
Ability to multitask and prioritize departmental functions to meet deadlines.
Ability to handle problems by anticipating, preventing, identifying, and solving them.
Ability to understand and evaluate complex information and data from various sources.
Ability to maintain confidentiality.
Ability to maintain a warm, friendly, attentive, courteous, and service-oriented demeanor.
Ability to meet scheduling needs that may vary according to hotel requirements and maintain regular attendance.
Ability to perform light work, exerting up to 20 pounds occasionally and/or up to 10 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.
Long hours are sometimes required; light hours are sometimes required.

Responsibilities

Respond to guest requests, problems, complaints, and accidents through the Front Desk, reservations, comment cards, letters, or phone calls, and follow up to ensure guest satisfaction.
Motivate, coach, counsel, and discipline Guest Services personnel in accordance with Highgate Hotel S.O.P.'s.
Carry a cell phone at all times.
Prepare and conduct Guest Services interviews and follow hiring procedures.
Develop employee morale and ensure Guest Services personnel are trained.
Maximize room revenue and occupancy by reviewing daily status, analyzing rate variance, monitoring credit reports and house count, and tracking selling status.
Attend daily and monthly Rooms Merchandizing meetings.
Participate in the required M.O.D. program as scheduled.
Review Guest Services staff hours for payroll compilation and submit them to Accounting on time.
Prepare employee schedules according to business forecasts, payroll budgets, and productivity requirements.
Ensure no-show revenue is maximized through consistent and accurate billing.
Maintain procedures for Purchase Orders, invoice vouchering, and checkbook accounting.
Ensure Wage Progress, Productivity, and the Ten Day Forecast are completed on time.
Maintain professional working relationships and open communication with managers, employees, and other departments.
Work with Accounting on returned checks, rejected credit cards, employee discrepancies, and other follow-up items.
Operate Front Office computer systems, including software maintenance, report generation and analysis, and simple programming.
Monitor proper operation of the P.B.X. console and ensure employees use it according to standards.
Ensure staff greet and welcome guests at the Front Desk according to Highgate Hotel S.O.P.'s.
Ensure implementation of Highgate Hotel policies and house rules, and understand hospitality terms.
Ensure Guest Services staff sign off on all Service Standards by Position.
Assist with revenue and occupancy forecasting.
Ensure timely, professional logging and delivery of messages, packages, and mail.
Maintain constant communication with Housekeeping, Reservations, and the Credit Manager.
Use radios efficiently and professionally, and ensure proper radio etiquette within the department.
Coordinate ongoing implementation of the Highgate Hotel service philosophy.
Ensure accurate Front Desk cash handling and enforce Highgate Hotel credit policies.
Ensure employees remain attentive, friendly, helpful, and courteous to guests, managers, and other employees.
Maintain and monitor Lost and Found procedures and the key control system.
Ensure department participation in monthly Highgate Hotel team meetings.
Focus the Guest Services Department on its contribution to Guest Service and audit scores.
Monitor V.I.P.s, special guests, and requests.
Attend required hotel meetings and trainings, maintain regular attendance, maintain personal appearance and grooming standards, and perform other duties as requested by management.

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Short-term and long-term disability insurance
401(k) retirement plan with employer matching contributions
Paid holidays
Paid vacation
Paid sick leave in accordance with applicable law
Employee assistance program (EAP)
Educational opportunities and tuition reimbursement
Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law