Front Desk Manager

Blue Sky Hospitality Solutions•Houston, TX

18h

About The Position

Ensure guest service standards of the guest arrival, departure, and any other guest contact experience are met through optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments. CANDIDATE PROFILE Experience  Minimum of 2 years Front Desk experience in a leadership role.  High School Diploma or equivalent required, Associates Degree or higher degree preferred. JOB ESSENTIALS Item Example People Foster a work environment where all team members have an opportunity to realize their full potential; Shows genuine concern for the individual employee. Treats employees with tact, cooperation, helpfulness and empathy; Consistently works to improve the performance of subordinates and to prepare them for future growth. Training All team members will receive extensive training and go through testing prior to being placed into a role. Each team member must stay over and experience all areas of the hotel and go through a checklist acknowledging they tried all of the hotels services. Team members must be aware of the local area. All team members must complete the required brand training as per brand requirements. Communication / Follow Up In any hotel, communication is key. Team members must own any issues and a solid plan in place for following up on guest requests as well as in house requests. (Upgrading VIP’s, handing out info to guests upon arrival in welcome packets, etc). The FOM should ensure all group resumes are accessible and read and followed up on. Ensure timeliness to meetings. Expense / Labor Controls / Overtime The FOM should stay within forecasted numbers in regards to departmental and labor expense. Expenses should be flexed based upon demand. Overtime must be controlled. Plans appropriate allocation of resources and assignments of staff Utilize labor reports. Revenue Maximization It is crucial that the front desk team contributes to the sellout efficiency. It is up to the FOM to ensure upsell/perfect sell programs are in place, hotel loyalty program enrollments, etc. The front desk owns the hotel day of arrival. This will be measured via the daily revenue reports, etc. Guest Scores / Experience All scores pertaining to the front desk area should be at or above the brand average. In the event the hotel is running above the brand average, the scores should be at or higher than the previous years scores. All responses will be followed up on within brand guidelines. (Guest assistance, SALT etc). Maintain TripleAAA 4 Diamond rating. Familiar with criteria. QA Must ensure passing of brand QA. Ensure each team member is trained and SALT score is at or above brand expectations for all items pertaining to the front desk / transportation, etc. Safety Ensure you and the teams are certified in all applicable state and required safety certifications (CPR, etc). In addition, ensure everyone is trained on Emergency procedures, where to find the emergency manual, where to find various shut off valves, fire panel, etc. Ensure regular safety checks of the shuttle. Cleanliness Own / Maintain lobby appearance / PBX back Office at all times. DOUBLETREE BY HILTON - HOUSTON GREENWAY PLAZA Job Description Other  Proficient with PMS system. Computer literacy and financial management a must.  Advanced knowledge of brand’s reward program.  Able to handle cash and credit transactions.  Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.  General knowledge of local area attractions and transportation.  Able to observe and detect signs of emergency situations. Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.  Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations, including, but not limited to the following statues and their comparable state and local laws.  Able to establish and maintain effective working relationships with associates and customers.  Act as Manager on Duty per schedule.  Able to make sound business decisions and take action quickly based on previous experience and good judgment.  Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning.  Command of the English language both written and verbal.  Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.  Implement company and franchise programs.  Prepare forecasts and reports and assist in the development of the room’s budget.

Requirements

Minimum of 2 years Front Desk experience in a leadership role
High School Diploma or equivalent required
Proficient with PMS system
Computer literacy and financial management a must
Able to handle cash and credit transactions
Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts
General knowledge of local area attractions and transportation
Able to observe and detect signs of emergency situations
Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates
Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations, including, but not limited to the following statues and their comparable state and local laws
Able to establish and maintain effective working relationships with associates and customers
Able to make sound business decisions and take action quickly based on previous experience and good judgment
Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning
Command of the English language both written and verbal

Nice To Haves

Associates Degree or higher degree preferred
Advanced knowledge of brand’s reward program
Familiar with criteria

Responsibilities

Foster a work environment where all team members have an opportunity to realize their full potential
Shows genuine concern for the individual employee
Treats employees with tact, cooperation, helpfulness and empathy
Consistently works to improve the performance of subordinates and to prepare them for future growth
Ensure all group resumes are accessible and read and followed up on
Ensure timeliness to meetings
Stay within forecasted numbers in regards to departmental and labor expense
Expenses should be flexed based upon demand
Overtime must be controlled
Plans appropriate allocation of resources and assignments of staff
Utilize labor reports
Ensure upsell/perfect sell programs are in place, hotel loyalty program enrollments, etc
Maintain TripleAAA 4 Diamond rating
Ensure passing of brand QA
Ensure regular safety checks of the shuttle
Own / Maintain lobby appearance / PBX back Office at all times
Act as Manager on Duty per schedule
Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied
Implement company and franchise programs
Prepare forecasts and reports and assist in the development of the room’s budget