Front Desk Manager

Avion Hospitality•San Antonio, TX

10d

About The Position

The Front Desk Manager oversees Front Office operations, ensuring attentive, friendly, efficient, and courteous service before and throughout guests’ stays while maximizing room revenue and occupancy. The role includes managing Front Desk personnel, training and performance processes, staffing and payroll coordination, revenue and occupancy monitoring, guest service, and compliance with Avion Hospitality and brand standards. The manager also supervises Night Audit, supports reservations and front-office systems, and coordinates with other hotel departments. Management-level associates are expected to work as much of each workday as necessary to complete their responsibilities; overtime applies to OEM associates as specified. Exempt managers must regularly direct at least three full-time associates or equivalents, spend more than half their time on administrative, executive, or professional duties, and exercise discretion and independent judgment more than half the time. The position requires a hotel or related-field background, supervisory experience, proficiency with Windows and company-approved spreadsheet and word-processing software, and a valid state driver’s license. It also requires communication, problem-solving, financial-information, and composure skills in a high-pressure environment. The work environment is primarily office or indoor hotel work; the description identifies constant ambient noise and frequent standing, walking, reaching, and finger dexterity. Occasional lifting of 10–20 pounds is listed. A motor vehicle background check and criminal background check are required; a drug screen is not required.

Requirements

At least 5 years of progressive experience in a hotel or related field; alternatively, a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
Supervisory experience required.
Proficiency in Windows operating systems and company-approved spreadsheet and word-processing software.
Valid driver’s license from the applicable state.
Ability to convey information and ideas clearly.
Ability to quickly and accurately evaluate and select among alternative courses of action.
Ability to work effectively in stressful, high-pressure situations and maintain composure and objectivity under pressure.
Ability to anticipate, prevent, identify, and solve workplace problems.
Ability to assimilate complex information and data from disparate sources and adjust or modify it to meet specific needs.
Ability to listen to, understand, and clarify concerns and issues raised by coworkers and guests.
Ability to work with and understand financial information and data and perform basic arithmetic functions.
Ability to direct the work of at least three full-time associates or their equivalents, as stated for exempt managers.
Ability to perform the essential functions, with or without reasonable accommodation.
Valid driver’s license and motor vehicle background check required.
Criminal background check required.

Responsibilities

Respond to guest requests, problems, complaints, and accidents, and follow up to ensure guest satisfaction.
Motivate, coach, counsel, and discipline Front Desk personnel in accordance with Avion Hospitality procedures.
Ensure brand and company training compliance; conduct interviews, follow hiring procedures, complete performance appraisals, develop employee morale, and train staff.
Maximize room revenue and occupancy by reviewing daily status, rate efficiency, credit reports, and house count.
Attend Rooms Merchandizing meetings with relevant reports and documentation, and establish select-sell guidelines and appropriate restrictions.
Supervise Night Audit and monitor the House Charge Worksheet and Flash Report for accuracy.
Participate in the scheduled Manager on Duty program.
Develop an assigned manager, complete competency sign-offs, and assist with placement.
Meet end-of-month reporting deadlines, including Central Reservations, Market Segment, AAdvantage, and travel agent check registers.
Review Front Desk staff hours for payroll and submit them to Accounting on time.
Prepare employee schedules using business forecasts, payroll budgets, and productivity requirements; present the Wage Progress Report to the General Manager weekly.
Maximize no-show revenue through consistent and accurate billing.
Maintain procedures for purchase orders, invoice vouchering, and checkbook accounting; complete Wage Progress, Productivity, and Ten Day Forecast reports on time.
Maintain professional working relationships and open communication with managers, employees, and other departments.
Coordinate with Accounting on returned checks, rejected credit cards, employee discrepancies, and other follow-up items.
Operate the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
Monitor the P.B.X. console and ensure employees follow its operating procedures.
Monitor reservations and ensure courtesy and upselling techniques are followed.
Greet and welcome guests at the Front Desk and ensure implementation of company policies and house rules.
Use radios professionally and ensure proper radio etiquette within the department.
Coordinate ongoing implementation of the Avion Hospitality service philosophy.
Ensure accurate Front Desk cash handling and enforcement of hotel credit policies.
Attend monthly all-employee and team meetings, weekly staff meetings, and other required management functions; provide training on a rotational basis.
Obtain necessary information when taking reservations; ensure timely, professional logging and delivery of messages, packages, and mail.
Remain informed about current rates, packages, promotions, and corporate-sponsored programs and their standards and procedures.
Process and handle guest laundry where property-specific.
Ensure employees provide attentive, friendly, helpful, and courteous service to guests, managers, and coworkers.
Maintain Lost and Found procedures and policies and establish and maintain key control.
Focus the department on its contribution to guest service scores; monitor VIPs, special guests, and requests.
Maintain required par levels of Front Office and stationery supplies.
Review daily Front Office activity reports generated by Night Audit, the Front Office log book, and the Guest Request log.
Assist the General Manager and Engineering Department with implementing and maintaining emergency procedures.
Maintain an organized filing system for purchases, vouchering, schedules, forecasts, reports, and tracking logs.
Conduct meetings as required by management and perform other assigned duties.