Front Desk Manager - Hotel Indigo, El Paso, Texas

Palette Hotels•El Paso, TX

1d•Onsite

About The Position

The Front Desk Manager is responsible for overseeing the day-to-day operations of the front office, ensuring excellent guest experiences, managing staff, and contributing to the financial goals of the hotel. This role requires strong leadership, communication, and organizational skills, with a focus on service excellence and operational efficiency.

Requirements

Excellent communication skills. Ability to convey information and ideas through a variety of media; engaging the audience and helping them understand and retain the message.
Skilled at establishing effective relationships with customers and internal partners; promoting openness, trust and confidence in one's intentions.
Requires effective reading, writing and oral comprehension.
Service orientation. Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Minimum of two years front office supervisory/management experience in a hotel property of similar size and quality.
Must be highly organized, results oriented with the ability to be flexible and work well under pressure in a fast-paced changing environment.
Must possess the ability to handle stressful situations in a calm, professional manner and exhibit good judgment.
Must be able to work a varied schedule that may include evenings, nights, and weekends.

Responsibilities

Participate in the preparation of the annual departmental operating budget and financial plans.
Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory management.
Oversee night audit function and preparation of daily financial reports.
Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.
Manage day-to-day staffing requirements, plan and assign work and establish performance and development goals for team members.
Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.
Educate and train team members in compliance with federal, state and local laws and safety regulations.
Ensure staff is properly trained and has the tools and equipment to carry out job duties.
Ensure staff is properly trained on systems, security and cash-handling procedures as well as service and quality standards.
Ensure front office staff provides guests with prompt service, professional attention and personal recognition.
Ensure guests are greeted upon arrival and make time to interact effectively with guests.
Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.
Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.
Maintain compliance with all front office standard operating procedures: monitors key control, verifies room status information, updates group information, ensures follow-through of all VIP and Tour VIP requests, computes monthly occupancy forecasts, maintains and updates Front Office Procedures Manual.
Meet or exceed all Service Standards within the department.
Work with the General Manager to ensure awareness and compliance with all company safety and security policies and procedures.
Ensure employee and guest safety by participating in proper training and maintenance of equipment and work area.
Determine staffing level requirements based on customer counts, business trends, special events, etc.; make up and/or check over weekly schedules and adjust staff size to maximize productivity without sacrificing customer service.
Give input on department hires, coach and develop team members.
Assist with the evaluation of team performance and take appropriate corrective action as needed to hold team members accountable.