Hotel Front Desk Manager

Sree Hotels•Charlotte, NC

1d•Onsite

About The Position

The Front Desk Manager is critical to the universal success of the operations team. Primary responsibilities include but are not limited to ensuring consistent results that contribute positively to the success of the hotel and the department. These results will be obtained by accomplishing performance objectives linked to established revenue expectations, business effectiveness and delivering exemplary customer service. This position sets the tone for the entire guest experience and impacts the hotel’s branding efforts.

Requirements

Minimum of 4 years of Hotel Front Desk experience, including at least 2 years in a supervisory position
Ability to work weekends is required
1st, 2nd, 3rd shift flexibility is required
Use a computer and other standard office equipment
Talk to customers on the phone
Maintain a calm attitude when dealing with customer issues
Walk and stand for long periods of time
Fluency in the English language
Ability to speak, hear, read and write are required
Ability to work any hours/days of the week necessary to meet business requirements

Nice To Haves

Previous Front Office Manager/Front Desk Manager experience is preferred
Experience using hotel reservation system such as FOSSE or PEP is a plus
Bachelor’s degree (B.A.) from four-year college or university; or two-year college degree or two years related experience or equivalent combination of education and experience
Organization skills and attention to detail
Friendly and customer service oriented
Good interpersonal and problem-solving skills

Responsibilities

Works side by side with front desk associates to ensure efficient guest registration, checkout, telephone service; and ensuring the overall guest experience meets the Marriott Brand Standards and SREE Hotel guidelines
Works with the hotel AGM and GM to achieve and exceed guest satisfaction scores in all areas of the enterprise. Address any training or performance deficiencies in this area immediately
Responsible for ensuring that the Front Desk is in compliance with all systems, control policies and procedures
Carry out managerial responsibilities in accordance with the SREE hotel’s policies, procedures and applicable laws; remain Marriott BSA ready daily
Drive team performance within GSS and GXP– Meeting all required thresholds set by Marriott and SREE.
Act as a point of contact for guest feedback and complaints, striving to resolve issues in a timely and satisfactory manner.
Respond to all guest reviews through GuestVoice and ALL social media platforms within 72 hours.
Maximize room revenue and occupancy by reviewing daily financial reports. Analyze rate variance, monitor high balance guest and initiate appropriate action. Maintain continuous observation of the daily house count. Monitor available house inventory / selling status daily
Review Front desk electronic pass-downs and track guest feedback surveys daily in addition to maximizing usage of the guest response tracking system; respond online within 72 hours of the notification without exception
Ensure required reports are created and published in a timely manner; and of a quality that can be shared with senior management and corporate officers
Supervise the training of all Front Desk employees and motivate them to perform their jobs effectively
Checks cashiers in and out and verifies banks and deposits at the end of each shift. Enforces all cash-handling, check-cashing, and credit policies
Develop and maintain open lines of communication within the department and with other departments within the property
Schedule staff to reflect daily occupancy and make sure the schedule is concurrent with the arrival and departure pattern
Participate in disciplinary action, coaching and counseling sessions and related personnel issues
Updates group information. Maintain, monitors, and prepares group operational requirements based on the group’s BEO. Confirms and relays information to appropriate personnel