Front Desk Manager

Avion Hospitality Employee Services LLC•San Antonio, TX

11d

About The Position

The Front Desk Manager oversees the operation of the hotel Front Office, ensuring attentive, friendly, efficient, and courteous service before and throughout guests’ stays while maximizing room revenue and occupancy. The role supervises Front Desk personnel and the Night Audit function; supports hiring, training, coaching, performance reviews, scheduling, payroll preparation, and employee development; and ensures compliance with Avion Hospitality and brand procedures. The manager monitors Front Office operations, guest satisfaction, rates, occupancy, revenue, reports, cash handling, reservations, and credit policies, and coordinates with Accounting, Engineering, management, and other departments. Management-level associates are expected to work as much of each workday as necessary to complete their responsibilities. Exempt managers must regularly direct the work of at least three full-time associates or equivalents, with primary duties consisting primarily of administrative, executive, or professional tasks and discretion and independent judgment.

Requirements

At least 5 years of progressive experience in a hotel or related field; or 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 is required.
Proficiency in Windows operating systems and company-approved spreadsheet and word-processing software.
Valid driver’s license from the applicable state.
Ability to convey information and ideas clearly.
Ability to evaluate and select among alternative courses of action quickly and accurately.
Ability to work effectively in stressful, high-pressure situations and maintain composure and objectivity.
Ability to anticipate, prevent, identify, and solve workplace problems.
Ability to assimilate complex information and data from disparate sources and adapt it to the particular need.
Effective listening skills and ability to understand and clarify concerns raised by coworkers and guests.
Ability to work with and understand financial information and data, and perform basic arithmetic functions.
Valid driver’s license and motor vehicle background check are required.
Criminal background check is required.

Responsibilities

Respond to guest requests, problems, complaints, and accidents, and follow up to ensure guest satisfaction.
Motivate, coach, counsel, and discipline Front Desk personnel in accordance with Avion Hospitality standard operating procedures.
Ensure compliance with brand and company training standards and conduct employee training.
Prepare and conduct Front Desk interviews and follow hiring procedures.
Conduct 90-day and annual Front Desk employee performance appraisals.
Develop employee morale and train Front Desk personnel.
Maximize room revenue and occupancy by reviewing daily status, analyzing rate efficiency, monitoring credit reports, and observing daily house count.
Attend required Rooms Merchandizing meetings with reports and documentation needed to establish select-sell guidelines and restrictions.
Supervise Night Audit and monitor the House Charge Worksheet and Flash Report for accuracy.
Participate in the required Manager on Duty program as scheduled.
Develop an assigned manager, including signing off on competencies and assisting with placement.
Meet end-of-month reporting deadlines, including Central Reservations, Market Segment, AAdvantage, and Travel Agent check registers.
Review Front Desk staff hours for payroll and submit them to Accounting on time.
Prepare employee schedules using business forecasts, payroll budgets, and productivity requirements; present the Wage Progress Report to the General Manager weekly.
Maximize no-show revenue through consistent and accurate billing.
Maintain procedures for purchase orders, invoice vouchering, and checkbook accounting.
Complete Wage Progress, Productivity, and the Ten Day Forecast 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 the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
Monitor the P.B.X. console and ensure employees follow procedures for its use.
Monitor reservations and ensure courtesy and upselling techniques are followed.
Greet and welcome guests at the Front Desk according to company procedures.
Ensure implementation of company policies and house rules.
Use hospitality terminology appropriately.
Operate radios professionally and ensure proper radio etiquette in the department.
Coordinate ongoing implementation of the Avion Hospitality service philosophy.
Ensure accurate Front Desk cash handling.
Attend monthly all-employee team meetings and other functions required by management.
Attend weekly staff meetings and provide training on a rotational basis.
Obtain all necessary information when taking room reservations.
Ensure messages, packages, and mail are logged and delivered promptly and professionally.
Stay informed about current rates, packages, and promotions.
Follow and enforce hotel credit policies.
Process and handle guest laundry where required by the property.
Ensure employees are attentive, friendly, helpful, and courteous to guests, managers, and other employees.
Maintain and monitor Lost and Found procedures.
Establish and maintain a key control system.
Ensure department participation in monthly Avion team meetings.
Focus the Front Desk Department on its contribution to guest service scores.
Monitor VIPs, special guests, and requests.
Maintain required par levels of Front Office and stationery supplies.
Review daily Front Office work and activity reports generated by Night Audit.
Review the Front Office log book and Guest Request log daily.
Assist the General Manager and Engineering Department with emergency procedures.
Know corporate-sponsored programs and their standards and procedures, including airline mileage, Triple Upgrade, and VIP programs.
Maintain an organized filing system for purchases, vouchering, schedules, forecasts, reports, and tracking logs.
Conduct meetings as required by management and according to Avion Hospitality standards.
Perform other duties as required.