Front Desk Manager

Crescent Careers•Scottsdale, AZ

7d•Onsite

About The Position

Supervise the daily operations of the Front Desk staff to maximize revenues and profits while attaining optimal guest satisfaction. This role involves interviewing, hiring, training, and evaluating the performance of Front Desk staff. The manager is responsible for resolving issues, fostering open communication, and recommending disciplinary actions or termination when necessary. A key aspect of the job is responding to guest requests, needs, problems, and concerns, and accommodating groups to ensure high levels of guest satisfaction and repeat business. The manager must implement company programs and supervise daily operations to ensure compliance with SOPS and LSOPs, maximize revenues, and motivate associates to provide optimal service and hospitality. The role also includes supervising Guest Service Agents, remaining calm and alert during emergencies or heavy activity, and serving as a role model. Resolving customer complications and complaints through thorough research and effective solutions is crucial. Decision-making based on experience and good judgment, with the ability to adapt to unusual situations, is required. The manager is authorized to approve revenue allowances to resolve problems only after other solutions have been exhausted. Compliance with attendance rules and availability to work regularly are mandatory. Any other job-related duties as assigned will also be part of the responsibilities.

Requirements

Ability to communicate in English.
Self-starting personality with an even disposition.
Maintain a professional appearance and manner at all times.
Can communicate well with guests.
Willing to “pitch-in” and help co- workers with their job duties and be a team player.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
Ability to access and accurately input information using a moderately complex computer system.
Ability to stand, walk and continuously perform behind the front desk.
Ability to observe and detect signs of emergency situations.
Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
Ability to establish and maintain effective working relationships with associates, customers and patrons.

Responsibilities

Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
Implement company programs and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
Supervise the Guest Service Agents.
Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees.
Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation.
Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
Comply with attendance rules and be available to work on a regular basis.
Perform any other job-related duties as assigned.