Front Desk Manager | Norwalk Residence Inn

Shaner Hotels•Norwalk, CT

3d•Onsite

About The Position

The Front Desk Manager will be responsible for overseeing the front desk operations, ensuring a high quality of service is offered to guests. This includes managing reservations, registration, bell services, telephone services, and guest accounting to maximize room revenue and maintain standards. The role involves directing and implementing a strong service and management philosophy to guide the staff. The manager will also be responsible for hiring, training, and developing hotel team members, preparing work schedules, and ensuring all required training is completed. Additionally, they will handle guest complaints, review daily business levels, anticipate critical situations, and plan effective solutions. Maintaining knowledge of hotel features, room types, rates, and expected arrivals/departures is crucial. The position also requires knowledge of Night Audit procedures, end-of-month reporting, and ensuring cashiering procedures comply with accounting policies. Monitoring and maintaining cleanliness, sanitation, and organization of assigned areas are also key duties. Other duties as assigned.

Requirements

Minimum 1-3 years of front office management experience in the hospitality industry.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to satisfactorily communicate with guests, management, and co-workers to their understanding.
High school graduate or equivalent.

Nice To Haves

Some college preferred.
Bilingual English/Spanish a plus.
Knowledge of local activities and attractions appropriate for clientele.

Responsibilities

Maintain a high quality of services offered to guests through the management of the functional areas of reservations, registration, bell services, telephone services and guest accounting to always maximize room revenue and maintain established standards and procedures of Shaner and/or franchise.
Direct, implement and maintain a strong service and management philosophy which serves as a guide to respective staff.
Be available to work a flexible schedule, including weekends, holidays, and varied shifts.
Maintain complete knowledge of hotel features, room types, rates, room availability, and expected arrivals/departures.
Handle guest complaints ensuring guest satisfaction.
Hire, train and develop hotel team members and ensure all required training is complete according to standards.
Review the daily business levels, anticipate critical situations, and plan effective solutions to best expedite these situations.
Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts.
Adjust schedules throughout the week to meet the business demands.
Maintain complete working knowledge of Night Audit procedures and provide training to employees as needed.
Ensure all end of month reports are completed to standard.
Assist staff with their job functions to ensure optimum service to guests.
Monitor and maintain cleanliness, sanitation, and organization of assigned areas.
Monitor and ensure that all cashiering procedures comply with accounting policies and standards.