Front Desk Manager

Job Description

Job Description

Job Overview

The role of the Front Desk Manager / Guest Service Manager is to manage all aspects of the front office, for example guest registration, bell services, business center, telephone services, concierge services, and guest reservations to deliver a guest experience that is unique and brings the brand to life.

The role requires an in depth understanding of the hotel industry, the local area and the key drivers of guest satisfaction. The delivery of “Uncompromised Service” begins at the front desk and the Front Desk Manager is responsible for managing all aspects of the front desk and its staff. Examples include guest registration, bell services, business centre, telephone services, concierge services, and guest reservations. The performance of the front desk also has an impact on profitability and the Front Desk Manager is responsible for watching rates and managing opportunities to upsell. The Front Desk Manager is a key part of creating a culture of service at the hotel and is responsible for teaching and building that culture of service to his / her direct reports and the rest of the hotel staff.

Duties and Responsibilities

Your responsibilities are diverse in nature and include, but are not limited to :

• Ensure guests are greeted upon arrival by making time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships drive continuous improvement in guest satisfaction.
• Ensure front office staff provides guests with prompt service, professional attention and personal recognition.
• Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.
• Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
• Help oversee night audit function and preparation of daily night audit packages.
• Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk
• Help manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.
• Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties.
• Ensure staff is properly trained on systems, security and cash handling procedures, and service and quality standards.
• Train team members on safety procedures and serve as a central communications point during emergency / crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.
• Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management.
• Perform other duties as assigned. May also serve as manager on duty.

Accountability

The Front Desk Manager will report directly to the Assistant General Manager and / or General Manager. Primary duties will include the exercise of discretion and independent judgement with respect to matters of significance include room sales, cost control and overall guest experience. Primary duties are to include suggesting and recommending direct reports for hiring, firing, advancement and promotion to the AGM or GM, with his / her recommendation holding particular weight. Primary duties will involve customarily and regularly directing the work of Front Desk Staff and Night Audit Staff who will report directly to him / her. Primary duties include managing the Front Desk department of the property. Primary duties include performance of non-manual work related to the hospitality and service operations of the business. The Front Desk Manager will be part of the senior management team at the hotel and eligible for serving as Manager on Duty.

Qualifications and Requirements

Bachelor’s degree / higher education qualification / equivalent in marketing or related field, and four or more years’ experience in a hospitality role or equivalent combination of education or experience. The Front Desk Manager will be responsible for managing Front Desk Staff and Night Audit Staff. Will be eligible to serve as Manager on Duty. This position will also require access to a personal telephone in case of emergency or offsite need and access to internet for email communication.

Benefits

About Tara and Uncompromised Hospitality

Tara owns, develops, and manages all of its hotels. Our family’s business was started in 2003 with a single hotel. We still operate that hotel today along with many others including the one you are interested in working at. We believe this long-term ownership model aligns us with our Guests and our Team Members and helps us get closer to executing our mission. Our mission is to Deliver Uncompromised Hospitality . Recruiting, training and developing outstanding Team Members is the only way to do this.

We believe that the hospitality industry is fundamentally about people. People are central to the success of our organization. That means that no matter your role or title, you have a role in the success of your hotel and ultimately the entire organization. Regardless of your position, a Guest Services Agent, a Room Attendant, or a Breakfast Server, we share the common mission of Delivering Uncompromised Hospitality .

Our hotels need talented individuals to accomplish this mission. We also want our Team Members to be personally successful and it is our goal to help them develop as they progress in the hospitality industry. As a growing company we recognize the need for talented individuals and are always looking for those that show potential to grow along with us.

Tara views its Team Members as being an integral part of the company. Their commitment to guest satisfaction and attention to detail is needed to ensure that we Deliver Uncompromised Hospitality .