Front Desk Manager

POSITION SUMMARY

The Front Desk Manager will assist in the planning, direction, coordination and execution of all activities

and personnel within the front office departments to include: front desk, bell/door, PBX, concierge (if

applicable). The Front Desk Manager is responsible for ensuring that all front office activities are carried

out professionally, to standards and at the highest level of service. The Front Desk Manager will achieve

desired outcomes through assisting in the creation, development and maintenance of a competent,

motivated and empowered staff. The Front Desk Manager will effectively lead, train, coach, motivate,

engage and provide feedback to the front office staff on a daily basis. In the absence of a Front Office

Manager, the Front Desk Manager will fulfill this role.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To accomplish this job successfully, an individual must be able to perform, with or without reasonable

accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help

enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statement(s)

· Leadership / Mentoring role for Hotel’s Front Office employees.

· Maintain complete knowledge of all Front Office department policies/service procedures.

· Maintain complete knowledge of: a) all hotel features and services b) all room types, rates, special

package and promotions c) daily arrivals / departures / room availability d) scheduled in-house

group activities

· Complete daily walk-through of Front Office department areas observing the following and

instructing designated personnel to rectify any organization deficiencies: Staffing -numbers,

appearance, attitude Operational cleanliness and maintenance Service -appearance,

merchandising, attitude General crispness, quality and consistency of operation Storage areas –

organization, cleanliness, inventories and care of equipment Review and respond to daily

operational demands as it relates to the hotel.

· Prepare weekly, monthly, quarterly and yearly departmental financial and payroll forecasts.

· Monitor and handle guest comments.

· Monitor security of public areas of the hotel. · Establish par levels for supplies and equipment. · Monitor effectiveness of departmental staffing guide Provide training, development, professional discipline, and positive support for all department employees to ensure qualitative standards and growth, depth and development. · Monitor interviewing and selection of all departmental positions to ensure consistency in administering direction, development of quality, depth and growth, and maintenance of positive motivation, morale and efficiency. · Create and maintain a quality, professional work environment. · Administer performance evaluations for all departmental employees. · Anticipate guests and employees needs and respond promptly. · Promote positive guest relations at all times. · Conduct pre-shift meeting to review information pertinent today’s business. · Facilitate departmental strategic planning meetings. POSITION QUALIFICATIONS

Competency Statement(s)

• Decision Making – Ability to make critical decisions while following company procedures. • Accountability – Ability to accept responsibility and account for his/her actions. • Adaptability – Ability to adapt to change in the workplace. • Customer Oriented – Ability to take care of the customers’ needs while following company procedures. • Assertiveness – Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea. • Diversity Oriented – Ability to work effectively with people regardless of their age, gender, race, ethnicity, religion, or job type. • Presentation Skills – Ability to effectively present information publicly. • Tactful – Ability to show consideration for and maintain good relations with others. • Sales Ability – Ability to use appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea. • Empathetic – Ability to appreciate and be sensitive to the feelings of others. • Communication, Oral – Ability to communicate effectively with others using the spoken word. • Active Listening – Ability to actively attend to, convey, and understand the comments and questions of others.

SKILLS & ABILITIES

Education:

High School Graduate or General Education Degree (GED): or Work Equivalent

Experience:

2 plus years of experience in management experience in various Rooms Divisions

Computer Skills: Computer skills required. Familiarity with Microsoft Office preferred. Experience with hotel information systems is required.

Certifications &

Licenses: Certificates/licenses in order to meet all compliance standards required.

Other Requirements: Extensive Knowledge of all hotel operations, especially as they related to front office operations. The capacity to create and execute innovative strategies that will drive the hotel to exceed guest satisfaction and revenues.

PHYSICAL DEMANDS

N (Not Applicable) Activity is not applicable to this position.

O (Occasionally) Position requires this activity up to 33% of the time (0 – 2.5+ hrs/day)

F (Frequently) Position requires this activity from 33% – 66% of the time (2.5 – 5.5+ hrs/day)

C (Constantly) Position requires this activity more than 66% of the time (5.5+ hrs/day)

Physical Demands Lift/Carry

Stand F Walk F Sit O Manually Manipulate F Grasp F Reach Outward F Reach Above Shoulder O Speak C Climb N Crawl N Squat or Kneel O Bend O

10 lbs or less C 11-20 lbs F 21-50 lbs O 51-100 lbs N Over 100 lbs N Push/Pull

12 lbs or less C 13-25 lbs O 26-40 lbs O 41-100 lbs N