Front Desk Manager Hampton Inn & Suites Ypsilanti, MI

Hotel Equities•Ypsilanti, MI

4d•$18 - $20•Onsite

About The Position

This position assists in the operation of the Front Office, including guest services, group bookings/coordinator, and meeting requirements, and administrative tasks assigned by the General Manager. Responsibilities include AP entries, payroll hours tracking, and timely month-end reports. The role is responsible for leading the Life Safety Committee and serving as the Associate Cultural Champion, recognizing special occasions and organizing associate events. The Front Desk Manager interacts with guests professionally and courteously, providing accurate and timely information and services, offering warm, knowledgeable service and helpful guidance.

Requirements

High School diploma /Secondary qualification or equivalent.
Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
Must be able to read and write to facilitate the communication process.
Requires good communication skills, both verbal and written.
Must possess basic computational ability.
Must possess basic computer skills.
Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where the hotel is located and its attractions.
Must be able to stand and exert well-paced mobility for up to 4 hours in length.
Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
Must be able to lift up to 15 lbs occasionally.
Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
Ability to spend extended lengths of time viewing a computer screen.
Requires manual dexterity to use and operate all necessary equipment.
Must have finger dexterity to be able to operate office equipment.
Being passionate about people and service.
Strong communication skills are essential when interacting with guests and employees.
Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
Basic math skills are used frequently when handling cash or credit.
Problem-solving, reasoning, motivating, and training abilities are often used.
Have the ability to work a flexible schedule including nights, weekends and/or holidays.

Nice To Haves

Experience with Hilton PMS a plus.

Responsibilities

Manage and lead the operations of the front desk/night audit to ensure an optimal level of service and hospitality is provided to the guests.
Manage the Human Resources in the group to attract, retain, and motivate the employees; hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate, as appropriate.
Prepare department schedules in accordance with labor standards, forecasted occupancy, and business needs.
Be available to cover vacation days and time off requests.
Greet and welcome guests upon arrival. Register guests into the computer, verifying the reservation, address, and credit information.
Promptly responds and resolves customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
Promote the “preferred” guest loyalty program and provide recognition and benefits to all current members.
Accept payment for guests’ accounts both at the time of registration and at checkout.
Answer the telephone promptly and properly, being polite, courteous, and friendly.
Be knowledgeable and helpful about the local area, the hotel, and hotel services.
Be an enthusiastic, helpful, and positive member of the team.
Be professional, responsible, and mature in conduct and behavior.
Be understanding of, encouraging to, and friendly with all co-workers.
Maintain an open line of communication with each department.
Respond positively to new ideas.
Openly accept critical/developmental feedback.
Be available to help other departments in emergency situations.
Adhere to all work rules, procedures, and policies established by the company including, but not limited to those contained in the associate handbook.
Properly handle and account for keys.
Leads the Life Safety efforts, including the Binder/Documentation.
Be knowledgeable of policies regarding emergency procedures and security concerns. Promote an accident prevention program to minimize liabilities and related expenses.
Perform other assignments as directed by the General Manager.
Identifies and records special billing instructions.
Clear Accounts Receivable monthly.
AP Invoice entry.
Proofs payroll hours for all departments.
Responsible for tracking and balancing accounts.
Assists in month-end accounting tasks, including owner tracking information, OTA commissions, and balancing accounts before the month-end.
Assume the responsibilities of the General Manager in his/her absence.