Front Desk Manager

The Greystone Inn•Lake Toxaway, NC

3d•Onsite

About The Position

The Front Desk Manager serves as the face of The Greystone Inn and helps set the tone for each guest’s stay. This role independently manages front desk and night audit personnel, oversees front-office service and operating standards, supports hotel revenue and labor management, and steps into other hotel roles as needed to deliver exceptional guest service. The position also handles guest interactions, escalated concerns, department coordination, safety procedures, reservations and sales reporting, and the upkeep of guest-facing information such as website packages and offers.

Requirements

Ability to read, write, understand, and speak English.
Ability to work weekends, holidays, and/or flexible hours.
Ability to remain standing and stationary for up to 8 hours.
Ability to occasionally move and lift up to 50 pounds.
Ability to walk the property and grounds regularly and move up and down stairs regularly.
Ability to bend frequently and repetitively during a shift and use repetitive manual dexterity regularly.
Ability to visually identify service needs by regularly surveying the hotel and grounds.
Ability to move quickly in response to guest needs.
Ability to communicate frequently and exchange accurate information effectively.
Willingness to take on responsibilities outside the job description and assist other departments as needed.

Responsibilities

Manage front desk and night audit personnel, including hiring, training, performance reviews, wage decisions, coaching, discipline, termination, and weekly scheduling.
Lead and train front-office supervisors and staff in service culture programs, procedures, and standards.
Manage and oversee front-office staff, including evaluating, counseling, motivating, and scheduling employees.
Develop, train, maintain, and follow operating procedures and standards.
Assist the General Manager with revenue management, labor cost management, and procedure writing.
Assist Sales in developing packages and deals for upcoming periods.
Update and maintain the website with special stay packages and deals in coordination with the company social media director.
Implement and maintain a Yield Management Program.
Schedule and lead department meetings; attend weekly managerial meetings and department meetings as needed.
Work with department managers to manage expenses against monthly budgets.
Fill in for subordinate staff, including guest room attendants, guest service agents, cashiers, and supervisors, when needed.
Maintain working knowledge of the hotel property management and retail management systems.
Review reservation transaction and sales reports daily.
Handle escalated guest complaints professionally, resolve problems, and follow up on guest complaints, maintenance issues, and safety concerns.
Contact housekeeping or maintenance staff when guests report problems.
Train staff in emergency and safety procedures and help ensure guest and associate safety.
Provide telephone services and operate the telephone switchboard effectively.
Greet and welcome guests professionally; interact respectfully and cheerfully and respond to guest needs.
Maintain knowledge of rates, packages, booking restrictions, parking options and charges, and retail offerings; offer luggage assistance.
Monitor guest accounts and charges.
Handle lost-and-found inquiries according to guidelines.
Safeguard and issue managerial and room keys; ensure department banks are handled safely and kept in a safety deposit box.
Stay informed about daily hotel events and answer guest questions in person and by phone.
Adapt to other roles and assist other departments when needed to deliver exceptional customer service.
Follow hotel and HCH policies covering attendance, timekeeping, attire, uniforms, appearance, safety, and security.