Guest Reception Manager, Front Office (FT)

Montage International • USA - UT - Montage Deer Valley, UT

4d

About The Position

The Guest Reception Manager manages all aspects of the Front Desk, PBX, Bell, and Valet functions in accordance with hotel standards. The role monitors service standards, handles guest complaints when other managers are unavailable, and directs and maintains a service and management philosophy for staff. The manager supports the hotel’s financial performance by providing high-quality guest service and products, performs management duties in the absence of other managers, troubleshoots guest and employee issues, and monitors the physical area to ensure maintenance and housekeeping issues are reported and resolved efficiently.

Requirements

• One year of experience in a similar position.
• Two years of hotel experience, preferably in front-of-house and guest relations.
• High school graduate.
• Full knowledge of front desk operations.
• Working knowledge of computers.
• Excellent written and spoken communication skills.
• Guest relations training.
• Current CPR and first aid certification.
• Ability to understand guest problems and find solutions.
• Ability to use good judgment and maintain discretion and diplomacy.
• Ability to promote positive relations with guests, staff, and vendors.
• Ability to remain calm, courteous, and helpful.
• Ability to think clearly and quickly.
• Ability to prioritize, organize, and follow up.
• Ability to maintain confidentiality of guest and inn information.
• Ability to work cohesively with all departments.
• Ability to communicate verbally by phone, radio, pager, and in person, and in writing.
• Ability to lift and carry up to 50 pounds, walk long distances over varied terrain, and stand for extended periods.
• Ability to grasp, write, stand, sit, walk, perform repetitive motions, bend, climb, listen, hear, and see with visual acuity; ascend and descend stairs; and input and retrieve computer data.

Nice To Haves

• College degree preferred.
• Property management system experience, preferably Opera and/or ResortSuite.

Responsibilities

• Monitor service standards across all areas of the operation in keeping with guest expectations.
• Handle guest complaints when other management is unavailable and a guest wishes to speak to the Manager on Duty.
• Direct, implement, and maintain a service and management philosophy for staff.
• Support the hotel’s financial performance by providing the highest possible level of guest service and product.
• Perform management duties in the absence of other managers.
• Troubleshoot guest and employee issues.
• Monitor the physical area and ensure maintenance and housekeeping issues are reported and resolved efficiently.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED