Front Desk Manager - The Markham Hotel

Lodging and Leisure Investments•Gulfport, MS

About The Position

Position Summary: The Front Desk Manager is responsible for overseeing all front desk operations to ensure an exceptional guest experience. This role includes managing the front desk team, supervising guest check-ins and check-outs, resolving guest complaints, managing reservations, and ensuring the front desk area is running smoothly and efficiently. The Front Desk Manager works closely with other departments to ensure guest satisfaction and operational success. Key Responsibilities: Team Leadership and Supervision: • Manage and lead the front desk team, ensuring that staff provides excellent customer service and adheres to company policies and procedures. • Hire, train, and evaluate front desk staff, ensuring that they have the necessary skills and knowledge to perform their duties effectively. • Create staff schedules, ensuring adequate coverage during peak times and optimizing labor costs. • Provide ongoing coaching, feedback, and performance evaluations for team members to support their development and motivation. • Handle any employee issues, conflicts, or disciplinary matters professionally. Guest Check-in and Check-out: • Oversee the check-in and check-out process to ensure smooth operations and high levels of guest satisfaction. • Assist with handling VIP guests, special requests, and any concerns or complaints during check-in and check-out. • Ensure that guest billing is accurate and payments are processed correctly. • Monitor guest feedback and address any complaints or concerns, ensuring timely resolution. Reservation and Room Management: • Oversee the reservation process, including managing room availability, rates, and guest preferences. • Work with the sales and marketing team to implement revenue management strategies that maximize room occupancy and rates. • Ensure that room assignments are accurate, and communicate with housekeeping and maintenance regarding room readiness and special requests. • Handle and resolve any overbooking or room issues in collaboration with other departments. Guest Services and Communication: • Ensure that guests receive a warm, welcoming experience from the moment they arrive until check-out. • Handle guest inquiries, requests, and concerns in a professional and efficient manner. • Act as the main point of contact for guests, providing information about hotel services, local attractions, and amenities. • Maintain consistent and open communication with guests, hotel management, and other departments to address needs or concerns. Operational Efficiency and Front Desk Operations: • Oversee the day-to-day operations of the front desk, ensuring a well-organized and efficient workflow. • Ensure the front desk area and lobby are clean, organized, and presentable at all times. • Monitor the use of hotel property management systems (PMS) and ensure proper data entry, including guest information, reservations, and billing details. • Maintain up-to-date knowledge of hotel policies, procedures, and systems to ensure smooth operations. Collaboration with Other Departments: • Collaborate with housekeeping, maintenance, food and beverage, and other departments to ensure all guest needs are met. • Communicate guest preferences, requests, and issues with other departments to ensure smooth service delivery. • Assist with coordinating special events, group bookings, and large parties to ensure proper staffing and preparation. Budget and Financial Management: • Assist with budget planning and cost control for front desk operations. • Track and report on daily occupancy, revenue, and guest satisfaction metrics. • Ensure financial transactions are processed accurately, including room charges, incidental charges, and payments. • Monitor and manage front desk inventory, including supplies and amenities. Health, Safety, and Compliance: • Ensure compliance with all hotel safety, security, and health regulations. • Monitor and enforce company policies related to guest privacy, data protection, and confidentiality. • Maintain knowledge of local laws, regulations, and industry standards related to hospitality and guest services. Additional Duties: • Participate in management meetings, providing input on operations, guest feedback, and staff performance. • Assist with administrative tasks, including reporting, forecasting, and record-keeping. • Ensure the front desk team is informed of hotel promotions, events, and updates. • Work on projects to improve guest satisfaction and operational efficiency. The Front Desk Manager plays a critical role in overseeing the daily operations of the front desk while ensuring a high standard of guest service. Successful candidates should possess strong leadership skills, a commitment to guest satisfaction, and the ability to manage front desk staff and operations efficiently.

Requirements

High school diploma or equivalent (required).
3+ years of experience in hotel front desk or guest services, with at least 1-2 years in a supervisory or management role.
Proven experience in handling guest complaints, reservations, and operational management in a hospitality setting.
Familiarity with hotel property management systems (PMS), point-of-sale (POS) systems, and Microsoft Office applications.
Strong leadership and management skills, with the ability to motivate and develop a team.
Excellent communication, interpersonal, and customer service skills.
Strong organizational and multitasking abilities, with attention to detail.
Ability to resolve conflicts and handle guest complaints professionally and effectively.
Knowledge of hospitality industry standards, procedures, and best practices.
Ability to work in a fast-paced, high-pressure environment and maintain a positive attitude.
Financial acumen and experience with budget management and forecasting.
Ability to stand for extended periods and work in a busy environment.
Ability to lift and carry small items, such as luggage or supplies, up to 25 pounds.
Ability to work flexible hours, including evenings, weekends, and holidays.

Nice To Haves

Associate’s or Bachelor’s degree in Hospitality, Business, or a related field (preferred).

Responsibilities

Manage and lead the front desk team
Hire, train, and evaluate front desk staff
Create staff schedules
Provide ongoing coaching, feedback, and performance evaluations for team members
Handle any employee issues, conflicts, or disciplinary matters
Oversee the check-in and check-out process
Assist with handling VIP guests, special requests, and any concerns or complaints during check-in and check-out
Ensure that guest billing is accurate and payments are processed correctly
Monitor guest feedback and address any complaints or concerns
Oversee the reservation process
Work with the sales and marketing team to implement revenue management strategies
Ensure that room assignments are accurate
Handle and resolve any overbooking or room issues
Ensure that guests receive a warm, welcoming experience
Handle guest inquiries, requests, and concerns
Act as the main point of contact for guests
Maintain consistent and open communication with guests, hotel management, and other departments
Oversee the day-to-day operations of the front desk
Ensure the front desk area and lobby are clean, organized, and presentable
Monitor the use of hotel property management systems (PMS)
Maintain up-to-date knowledge of hotel policies, procedures, and systems
Collaborate with housekeeping, maintenance, food and beverage, and other departments
Communicate guest preferences, requests, and issues with other departments
Assist with coordinating special events, group bookings, and large parties
Assist with budget planning and cost control for front desk operations
Track and report on daily occupancy, revenue, and guest satisfaction metrics
Ensure financial transactions are processed accurately
Monitor and manage front desk inventory
Ensure compliance with all hotel safety, security, and health regulations
Monitor and enforce company policies related to guest privacy, data protection, and confidentiality
Maintain knowledge of local laws, regulations, and industry standards
Participate in management meetings
Assist with administrative tasks
Ensure the front desk team is informed of hotel promotions, events, and updates
Work on projects to improve guest satisfaction and operational efficiency