Front Desk Manager

Highgate Hotels • Las Vegas, NV

9d

About The Position

The Guest Services Manager is responsible for the operation of 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 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 at least 3 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 understand and evaluate complex information and maintain confidentiality.
• Ability to maintain a warm, friendly, attentive, courteous, and service-oriented demeanor.

Responsibilities

• Respond to guest requests, problems, complaints, and accidents promptly and courteously, and follow up to ensure guest satisfaction.
• Motivate, coach, counsel, train, and discipline Guest Services personnel; conduct interviews and follow hiring procedures.
• Review daily room status, rates, credit reports, house count, selling status, and related reports to maximize room revenue and occupancy.
• Attend daily and monthly Rooms Merchandizing meetings and participate in the required Manager on Duty program.
• Review employee hours for payroll and submit them to Accounting on time; prepare staff schedules based on business forecasts, payroll budgets, and productivity requirements.
• Maximize no-show revenue through consistent and accurate billing.
• Maintain procedures for purchase orders, invoice vouchers, checkbook accounting, Wage Progress, Productivity, and the Ten Day Forecast.
• Maintain professional relationships and open communication with managers, employees, and other departments; coordinate with Accounting on follow-up items.
• Operate the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor the PBX console and ensure employees use it according to company procedures.
• Ensure staff greet and welcome guests according to company procedures and implement company policies and house rules.
• Ensure Guest Services staff sign off on applicable Service Standards by Position.
• Assist with revenue and occupancy forecasting.
• Ensure messages, packages, and mail are logged and delivered promptly and professionally.
• Maintain constant communication with Housekeeping, Reservations, and the Credit Manager.
• Use radios efficiently and professionally, and ensure proper radio etiquette.
• Coordinate ongoing implementation of the company's service philosophy.
• Ensure accurate Front Desk cash handling and enforce company credit policies.
• Ensure employees are attentive, friendly, helpful, and courteous to guests, managers, and colleagues.
• Maintain Lost and Found procedures and the key control system.
• Ensure department participation in monthly team meetings and focus the department on its contribution to guest service and audit scores.
• Monitor VIPs, special guests, and requests.
• Attend required hotel meetings and training, participate in Manager on Duty coverage as required, and maintain regular attendance.
• Maintain high standards of personal appearance and grooming, including wearing a nametag.
• Promote safe and efficient hotel operations, maximize productivity, identify problem areas, and assist with solutions.
• Handle problems by anticipating, preventing, identifying, and resolving them; evaluate information from various sources and maintain confidentiality.
• 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
• Educational opportunities and tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed