Front Desk Manager

Pyramid Global Hospitality•Chatham, MA

16d•Onsite

About The Position

The role of Front Desk Manager is to provide guest service, staff supervision and direction in accordance with the objectives set forth by the Resort in maintaining all aspects of the Front Office department. This includes operating the Front Office properly, efficiently, and with profitability, overseeing Guest Service Agents, Concierge, PBX, and Bell/Valet Staff members. The manager will ensure that Chatham Bars Inn service standards, including Forbes, Preferred Legend, and AAA, are continuously refreshed, maintained, and used effectively. Responsibilities also include delegating duties, maximizing room revenue and occupancy, ensuring proper staffing, and understanding and following Leading Hotel Quality Standards, policies, and procedures. The role involves assisting in compiling annual departmental operating budgets, controlling departmental costs, and performing human resources and training functions such as hiring, training, coaching, counseling, and disciplinary actions. Additionally, the manager must maintain high standards of personal hygiene, behavior, and grooming for staff, handle guest complaints tactfully, and cooperate with other departments. The position requires the ability to work holidays and weekends and stand for long periods.

Requirements

Minimum of 2 years front office and/or supervisory experience, preferably in luxury hotel setting
Demonstrated management skills
Superior customer service skills
Demonstrated leadership skills
Ability to multi-task
Strong attention to detail and organization
Sound accounting background, needs to have ability to train subordinate staff in this area
Excellent computer skills
Ability to work closely and cohesively with other department managers to ensure optimum guest satisfaction
Able to work holidays and weekends
Can stand for long periods of time

Responsibilities

Operate the Front Office properly, efficiently (includes scheduling) and with profitability, which includes overseeing Guest Service Agents, Concierge, PBX, and Bell/Valet Staff members.
Ensure that the Chatham Bars Inn service standards, to include Forbes, Preferred Legend, and AAA, are continuously refreshed, maintained and used effectively on a daily basis
Delegate duties and responsibilities to subordinate Front Office colleagues and ensure that work processes are in a logical order
Maximize room revenue and occupancy by effectively controlling rates and availability (on the day of guest arrival)
Ensure proper staffing at all times in all FO areas
Ensure that Leading Hotel Quality Standards, policies and procedures are properly understood and followed through among Front Office colleagues
Assist in compiling annual departmental operating budgets control departmental costs to ensure spending is within budget
Perform certain aspects of human resources and training functions, including hiring, training, coaching, counseling, disciplinary actions, etc. along side the Front Office Managers direction.
Ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of staff, including self
Handle all guest complaints and comments relating to the department tactfully
Cooperate and coordinate teamwork with other departments
Perform any other reasonable duties as required by the Front Office Manager or Resort Manager