Front Desk Manager

MCR Hotels•Elizabeth, NJ

About The Position

The Front Desk Manager manages all Front Desk functions and team members. The role directs, implements, and maintains a service and management philosophy that guides team members. The manager supports guest service, operational needs, and financial objectives while communicating Front Office goals and helping the team achieve desired results.

Requirements

High school diploma or equivalent.
Previous Front Office management experience is required.
Excellent verbal and written English communication skills.
Ability to access, retrieve, and use information from the hotel PMS system.
Ability to multitask and prioritize.
Excellent problem-solving and creative-thinking skills.
Ability to maintain the confidentiality of information.
Strong leadership and communication skills.
Aptitude for self-motivation.
Can-do attitude and hands-on approach.
Strong computer skills.
Flexible schedule with availability for days, nights, holidays, and weekends based on hotel demands.
Effective listening skills to understand and clarify concerns from team members and guests.

Nice To Haves

A two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major is preferred.
A second language is helpful.

Responsibilities

Encourage mutual trust, respect, and cooperation among team members.
Develop goals and plans to prioritize, organize, and accomplish work.
Handle complaints, settle disputes, and resolve grievances and conflicts.
Participate in department meetings and communicate Front Office goals clearly and consistently.
Monitor staffing levels to meet guest-service, operational, and financial objectives.
Support and train team members on credit policies and procedures to reduce bad debts and rebates.
Promote same-day selling procedures to maximize room revenue and occupancy.
Understand how Front Office operations affect the overall success of the hotel.
Improve service by communicating and assisting individuals in understanding guest needs, and provide guidance, feedback, and coaching as needed.
Encourage team members to provide excellent customer service within guidelines.
Interact with guests to obtain feedback on product quality and service levels.
Identify team members’ development needs and coach, mentor, or otherwise help them improve their knowledge or skills.
Use interpersonal and communication skills to lead, influence, and encourage others.
Advocate sound financial and business decision-making.
Demonstrate honesty and integrity and lead by example.
Establish and maintain open, collaborative relationships with team members.
Ensure team members are recognized across areas of responsibility.