Front Desk Manager

Hampton Inn Boca Raton•Boca Raton, FL

3d•$44,500 - $51,500

About The Position

The Front Office Manager helps create an excellent guest experience by welcoming guests, facilitating efficient check-in and check-out, and ensuring they feel at home. The role leads and supports front desk operations, promotes service excellence, communicates goals, and builds trust and cooperation among team members. It also includes resolving guest requests, managing payments and billing, sharing hotel and local information, completing shift reports, and protecting guest and company information and assets.

Requirements

Professional demeanor, warm and welcoming personality, and ability to engage easily and actively connect with others.
Genuinely caring and compassionate, with a demonstrated desire to understand others.
Ability to identify effective solutions to unclear situations, issues, and problems.
Ability to create confidence and trust and communicate the right message at the right time.
Comfort communicating with people from varied backgrounds and organizational levels.
Communicate directly yet tactfully and considerately.
Speak clearly and professionally and answer telephones using appropriate etiquette.
Maintain a clean, professional appearance.
Ability to stand for long periods or an entire shift.
Ability to read and visually verify information in various formats, including small print.
Ability to grasp, turn, and manipulate objects of varying sizes and weights, requiring fine motor skills and hand-eye coordination.
Ability to move, lift, carry, push, pull, and place objects weighing less than 25 pounds without assistance.

Responsibilities

Maintain a friendly, cheerful, and courteous demeanor.
Use interpersonal and communication skills to lead, influence, and encourage others, leading by example.
Advocate sound financial and business decision-making.
Encourage mutual trust, respect, and cooperation among team members.
Serve as a role model by demonstrating appropriate behaviors.
Strive to improve service performance.
Communicate clear and consistent messages about Front Desk goals.
Develop specific goals and plans to prioritize and organize work, uphold standards, and meet customer expectations daily.
Identify others' developmental needs and coach, mentor, or otherwise help them improve their knowledge and skills.
Support daily front desk shift operations.
Organize, confirm, and process guest check-ins and check-outs; adapt to changes and verify guest identity.
Respond to and resolve guest requests.
Secure payments and verify or adjust billing as needed.
Provide guests with room and hotel information, directions, amenities, and information about local interests.
Run daily reports and review what should be communicated to the next shift.
Complete cashier and closing reports and securely count the bank at the end of each shift.
Accept and record wake-up calls and deliver them to the appropriate department.
Maintain confidentiality of guest and proprietary information.
Communicate emergencies, lost items, or theft to appropriate staff or authorities.
Report maintenance problems, accidents, and safety hazards.
Keep contingency lists for emergencies and communicate necessary messages.
Protect company assets.
Comply with quality assurance expectations.
Maintain awareness of undesirable persons on the premises.
Perform other reasonable job duties as requested by supervisors.