Job summary
The Front Desk Manager is responsible for ensuring the operation of the Front Office.This includes providing quality service to guests and maximizing room revenue and occupancy.Management-level associates are expected to work as needed to complete their responsibilities.
Job seniority: mid-to-senior level
Responsibilities
• Respond to guest requests, problems, complaints, and accidents in a courteous and efficient manner.• Motivate, coach, counsel, and discipline Front Desk personnel.• Ensure compliance to brand and company training standards.• Prepare and conduct Front Desk interviews and performance appraisals.• Develop employee morale and provide training for Front Desk personnel.• Maximize room revenue and occupancy by monitoring daily status.• Supervise Night Audit function and monitor accuracy of reports.• Participate in required M.O.D. program and develop assigned manager.• Ensure end of the month reports are completed and review payroll compilation.• Maintain Aimbridge Hospitality S.O.P.'s regarding purchasing, vouchering, and accounting.• Maintain working relationship and communication with managers, employees, and other departments.• Work closely with Accounting on follow-up items and operate Front Office computer system.• Monitor reservations and greet guests according to Aimbridge Hospitality S.O.P.'s.• Implement Aimbridge Hospitality policies and house rules, and operate radios professionally.• Coordinate implementation of Aimbridge Hospitality philosophy of service.• Ensure proper cash handling at Front Desk and attend required meetings and trainings.• Obtain necessary information when taking reservations and handle messages, packages, and mail.• Enforce Aimbridge Hospitality credit policies and handle guest laundry.• Ensure employees are attentive, friendly, and helpful to guests.• Maintain and monitor lost and found procedures, establish key control system, and participate in Aimbridge tam meetings.• Focus Front Desk Department on contributing to guest service scores.• Monitor V.I.P.'s and maintain supplies and daily work reports.• Implement emergency procedures and maintain filing system.• Conduct meetings according to Aimbridge Hospitality standards.• Other duties as required.
Requirements
• At least 5 years of progressive experience in a hotel or related field, or a college degree and related experience.• Supervisory experience required.• Proficient in Windows operating systems, spreadsheets, and word processing.• Valid driver's license required.• Effective communication, problem-solving, and financial skills.• Ability to work well in high pressure situations.• Ability to assimilate complex information and understand financial data.• Ability to work with and understand basic arithmetic functions.• Ability to maintain composure and objectivity under pressure.• Ability to handle problems in the workplace and listen to co-workers and guests.
Benefits
• Medical, Dental, and Vision Coverage• Short-Term and Long-Term Disability Income• Term Life and AD&D Insurance• Paid Time Off• Employee Assistance Program• 401k Retirement Plan• Daily Pay (requires eligibility)
