Front Desk Manager

Job Overview

This role is an entry-level management position focused on leading and assisting with the daily operations of the front office, which includes Bell/Door Staff, Switchboard, and Guest Services/Front Desk. The position aims to ensure guest and employee satisfaction while meeting budgetary goals and handling financial and administrative tasks.

 Qualifications

Education and Experience Requirements:

- High school diploma or GED and one year of experience in guest services, front desk, or a related professional area.
 
Or

- Associate degree from an accredited institution in Hotel and Restaurant Management, Hospitality, Business Administration, or a related field, with no work experience required.

Key Responsibilities

Managing the Front Desk Team:

- Lead, influence, and motivate team members using strong interpersonal and communication skills.
- Advocate for sound financial and business decisions while demonstrating honesty and integrity.
- Foster a collaborative environment built on trust and respect.
- Serve as a role model, demonstrating appropriate behaviors.
- Be knowledgeable enough about employee roles to perform their duties in their absence.
- Address and resolve employee questions and concerns.
- Provide support to all front office areas in the absence of the Front Office or Front Desk Manager.
- Oversee daily operations of the Front Desk shift.

Achieving Guest Services and Front Desk Goals:

- Ensure daily operations meet quality standards and customer expectations.
- Develop and implement specific goals and plans to prioritize, organize, and accomplish tasks.
- Address complaints, resolve disputes, and manage conflicts effectively.
- Participate in department meetings and communicate the Front Desk goals clearly and consistently to achieve desired outcomes.
- Strive for continuous improvement in service performance.
- Monitor staffing levels to ensure guest service and operational needs are met while achieving financial objectives.
- Train staff on credit policies and procedures to minimize bad debts and rebates.
- Support same-day selling procedures to maximize room revenue and property occupancy.
- Understand and manage the impact of Front Desk operations on the property's overall financial goals and objectives.