Front desk Manager

Kettelsen International Recruiting•Various, IN

20d

About The Position

Assists the Front Office Manager or Operations Manager in administering front office functions and supervising staff daily. Directs and works with associates to carry out procedures ensuring an efficient check -in and check -out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.

Requirements

Mexican, North American, or Canadian citizenship.
Possess Cedula Professional on hand (not in process). The degree must be in Hotel Management, Hospitality, or a related field.
Possess Titulo Universitario and grades on hand (not in process). The degree must be in Hotel Management, Hospitality, or a related field.
Have a valid Mexican, Canadian, or U.S. passport with at least 1 -year validity.
No previous immigration issues.
Have a valid driver’s license.
Ability to move to the U.S.
Fluency in English.

Responsibilities

Performs all duties at the Front Desk as necessary.
Run the perfect shift, utilizing hourly checklists and the management checklist or calendar for success.
Maintains cleanliness and organization.
Maintains the hotel’s sundries or gift shop.
Facilitates high -powered preshifts.
Ensures daily procedures meet or exceed those audited in the brand standards audit, the client’s internal audit, and the safety audit.
Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.
Empowers employees to provide excellent customer service.
Observe service behaviors of employees and provide feedback to individuals.
Ensures the department delivers brand service standards and lives the client’s Service Pledge.
Understands the impact of the department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
Supervises same day selling procedures to maximize room revenue and control property occupancy.
Supervises daily Front Desk shift operations and ensures compliance with all policies, standards, and procedures.
Responds to and handles guest problems and complaints.
Takes immediate action on problems that are encountered in the Hotel.
Sets a positive example for guest relations.
Interacts with customers to obtain feedback on the quality of products, service levels, and overall satisfaction.
Ensures employees understand customer service expectations and parameters.
Models and coaches brand service standards and the client’s Service Pledge.
Ensures the department follows appropriate service recovery mechanisms (Guestware, Star - Guest, Service Recovery Log).
Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
Interacts with guests to obtain feedback on product quality and service levels.
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Analyze information and evaluate results to choose the best solution and solve problems.
Facilitates departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
Completes AES impact plan; remains current on Q12 results and creates an environment of maximum associate engagement.
Has full knowledge and understanding of our company’s handbook, SOP, and processes; adheres to and enforces those fairly and consistently.
Participates in employee progressive discipline procedures; ensures a “firm, fair, consistent” atmosphere.
Participates and conducts Weekly Leadership Team meetings, property MOD program, and weekly staff meetings
Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
Maintains Kronos and payroll processing and tracking.
Performs all ordering.
Promotes teamwork and associate morale.
Ensures staff receives timely and effective orientation certification training, rex, rap, and review.
Completes accident investigations.
Completes incident accident reports.
Ensures all staff can perform roles in an emergency situation.

Benefits

Average gross salary of 50,000 USD per year
Medical, Prescription, and Vision Date of Hire
Dental Coverage Date of Hire
Company Paid Life Insurance 1st of the month after hire
Company Paid Short Term Disability One year of service
Company Paid Long Term Disability One year of service
Employee Assistance Program (EAP) 1st of the month after 90 days
Funeral Leave 1st of the month after 90 days
Voluntary Short -Term & Long -Term Disability March 1st or Sept 1
Voluntary Life Insurance March 1st or Sept 1
Voluntary Critical Illness March 1st or Sept 1
401(k) 1 year of service & 1,000 hours
Vacation Varies
Leave of Absence Various eligibility based on the type
Jury Duty Date of hire
Vacation Days: For less than five years of service, managers earn 80 hours per year. Each two week pay period, managers accrue 3.077 hours of vacation, so it builds over time. Paid holidays include New Year’s Day, Memorial Day, Independence Day (July 4th), Labor Day, Thanksgiving Day, Christmas Day, and Associate’s Birthday.