Hotel Front Desk Manager

Peregrine Hospitality•Clearwater, FL

5d•$48,000

About The Position

The Front Office Manager is responsible for the management of all aspects of the Front Desk functions. This position will work shifts at the Front Desk running the day-to-day operations to oversee guest service, resolve guest concerns, and train Front Desk Agents. Essential Functions Work shifts at the Front Desk overseeing all guest service needs. Work alongside Front Desk Agents to cover shifts and/or breaks. Welcome and register guests expeditiously, provide information to guests as needed, obtain identification and credit/check approval as directed by hotel policy. Verify rate and departure date. Confirm and modify information required to complete the registration process per hotel procedures. Check departing guests out of the hotel as per hotel procedures. Sell guest rooms, food & beverage outlets and seasonal hotel promotions. Adhere to policies regarding handling of employee’s cash bank. Reconcile all charges and cash received during shift. Promote Rewards Program to guests. Process mail, messages, faxes and packages. Hold a pre-shift meeting with staff prior to reporting to stations. Be prepared for each daily activity and review any variations with management and staff. Work shifts are covered with adequate staff, ensure correct staffing during peak periods and high occupancy. Communicate daily with department managers and MOD to assure consistency and pass on pertinent information. Consistently monitor the performance of associates on an on-going basis and assist the department manager in providing feedback. Reward, discipline and document associate performance and provide timely counseling. Address associate complaints and resolve problems. Ensure staff is properly groomed and uniformed at all times. Ensure work area cleanliness is maintained at all times. Assist in the preparation of weekly schedules in accordance with guest needs and staff availability. Process timecards and payroll as required. Ensure all associates are safety conscious and trained in safe work practices. Follow 4 Keys service standards, standard operation procedures, and safety standards. Follow safety and security procedures. Work cohesively with co-workers and all departments as part of a team. Follow all appropriate policies and procedures while constantly striving to improve standards of operations. Adhere to attendance and reliability standards. Follow all additional duties as assigned by management.

Requirements

Understand the mission, vision, and goals of the hotel.
Must be able to prioritize and work efficiently with limited supervision.
Must be detail oriented and able to multi-task efficiently.
Must be able to speak and understand and communicate the primary language(s) used in the workplace.
Must possess excellent communication, follow up, and organizational
Must have the ability to push, pull bend, squat and lift on a regular basis.
Safety requirements of PPE as needed for duty assigned and with use of required tools and equipment.
Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up.
Be a clear thinker, remaining calm and resolving problems using good judgment.
Follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team.
Must be able to understand guest’s service needs
Maintain confidentiality of guest information and pertinent hotel data.
Will be required to work flexible scheduled shifts based on business needs.
Scheduling includes holidays, nights, and weekends depending on hotel events and functions.
Must be able to lift and/or carry up to 50 pounds frequently to assist guests
Ability to stand and walk for extended periods of time
Ability to hear, understand and communicate orally and in writing to communicate with staff, vendors, and guests a normal in-person and phone conversation
Ability to bend and twist, push, and pull, stoop, and kneel
Ascend and descend a ladder
To perform this job successfully, an individual must be able to perform each essential function satisfactorily.

Responsibilities

Manage all aspects of the Front Desk functions
Work shifts at the Front Desk overseeing all guest service needs
Work alongside Front Desk Agents to cover shifts and/or breaks
Welcome and register guests expeditiously
Provide information to guests as needed
Obtain identification and credit/check approval as directed by hotel policy
Verify rate and departure date
Confirm and modify information required to complete the registration process per hotel procedures
Check departing guests out of the hotel as per hotel procedures
Sell guest rooms, food & beverage outlets and seasonal hotel promotions
Adhere to policies regarding handling of employee’s cash bank
Reconcile all charges and cash received during shift
Promote Rewards Program to guests
Process mail, messages, faxes and packages
Hold a pre-shift meeting with staff prior to reporting to stations
Be prepared for each daily activity and review any variations with management and staff
Work shifts are covered with adequate staff, ensure correct staffing during peak periods and high occupancy
Communicate daily with department managers and MOD to assure consistency and pass on pertinent information
Consistently monitor the performance of associates on an on-going basis and assist the department manager in providing feedback
Reward, discipline and document associate performance and provide timely counseling
Address associate complaints and resolve problems
Ensure staff is properly groomed and uniformed at all times
Ensure work area cleanliness is maintained at all times
Assist in the preparation of weekly schedules in accordance with guest needs and staff availability
Process timecards and payroll as required
Ensure all associates are safety conscious and trained in safe work practices
Follow 4 Keys service standards, standard operation procedures, and safety standards
Follow safety and security procedures
Work cohesively with co-workers and all departments as part of a team
Follow all appropriate policies and procedures while constantly striving to improve standards of operations
Adhere to attendance and reliability standards
Follow all additional duties as assigned by management