Front Desk Manager
About The Position
Join us as our Overnight Front Desk Manager, responsible for overseeing front desk operations during overnight hours and ensuring a high level of guest service, safety, and operational efficiency. This role serves as the primary on-site leader overnight, managing guest needs, completing daily reporting and audit functions, and ensuring a smooth transition to the daytime team. The Front Desk Manager will assist in the planning, direction, coordination and execution of all activities and personnel within the front office departments to include: front desk, bell/door, concierge (if applicable). The Front Desk Manager is responsible for ensuring that all front office activities are carried out professionally, to standards and at the highest level of service. The Front Desk Manager will achieve desired outcomes through assisting in the creation, development, and maintenance of a competent, motivated, and empowered staff. The Front Desk Manager will effectively lead, train, coach, motivate, engage, and provide feedback to the front office staff on a daily basis. In the absence of a Front Office Manager, the Front Desk Manager will fulfill this role.
Requirements
- High School Graduate or General Education Degree (GED): or Work Equivalent
- 2 years of experience in Rooms Division management
- Computer skills required
- Experience with hotel information systems is required
Nice To Haves
- Familiarity with Microsoft Office preferred
Responsibilities
- Overseeing front desk operations during overnight hours
- Ensuring a high level of guest service, safety, and operational efficiency
- Serving as the primary on-site leader overnight
- Managing guest needs
- Completing daily reporting and audit functions
- Ensuring a smooth transition to the daytime team
- Assisting in the planning, direction, coordination and execution of all activities and personnel within the front office departments
- Ensuring all front office activities are carried out professionally, to standards and at the highest level of service
- Assisting in the creation, development, and maintenance of a competent, motivated, and empowered staff
- Effectively leading, training, coaching, motivating, engaging, and providing feedback to the front office staff on a daily basis
- Fulfilling the role of Front Office Manager in their absence
- Maintaining complete knowledge of all Front Office department policies/service procedures
- Maintaining complete knowledge of all hotel features and services, room types, rates, special packages and promotions, daily arrivals/departures/room availability, and scheduled in-house group activities
- Completing daily walk-through of Front Office department areas observing staffing, operational cleanliness and maintenance, service, general crispness, quality, and consistency of operation, and storage areas
- Reviewing and responding to daily operational demands as it relates to the hotel
- Preparing weekly, monthly, quarterly, and yearly departmental financial and payroll forecasts
- Monitoring and handling guest comments
- Monitoring security of public areas of the hotel
- Establishing par levels for supplies and equipment
- Monitoring effectiveness of departmental staffing guide
- Providing training, development, professional discipline, and positive support for all department employees
- Monitoring interviewing and selection of all departmental positions
- Creating and maintaining a quality, professional work environment
- Administering performance evaluations for all departmental employees
- Anticipating guests and employees needs and responding promptly
- Promoting positive guest relations
- Conducting pre-shift meetings to review information pertinent to today's business
- Facilitating departmental strategic planning meetings
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
