Front Desk Manager

JOB SUMMARY This is an advanced professional and administrative position

responsible for the successful operation of the front office and guest

relations functions while maintaining quality standards, profitability

and customer satisfaction. ESSENTIAL JOB FUNCTIONS This description is a

summary of primary responsibilities and qualifications. The job

description is not intended to include all duties or qualifications that

may be required now or in the future. The Hotel operates 24 hours a day

and 7 days a week, so operational demands require variations in shift

days, starting times, and hours worked in a week. ? Monitor and check

the quality of customer service at the front desk and doorpersons,

resolve complaints and evaluate patterns or trends in customer

complaints in order to plan corrective actions. ? Evaluate costs to

reduce spoilage, waste or other factors that cause costs to rise; sell

rooms to maximize revenues. ? Estimate staffing level requirements based

on the new staffing model, customer counts, business trends, special

events, etc.; make up and/or check over weekly schedules and adjust

staff size to maximize productivity without sacrificing customer

service; monitor attendance; balance employee payroll. ? Make personnel

decisions (hire, terminate, promote, adjust salary- with the support

from HR); instruct new employees; observe and evaluate job performance

of subordinates to provide feedback; develop/utilize tools to promote

programs to improve productivity, safety, profitability, etc.; motivate

staff and maintain excellent employee relations. ? Recommend and

administer all company policies and procedures; maintain compliance to

all local, state, and federal laws; demonstrate a professional manner

with regard to compliance of all policies; notify hotel management of

problems needing immediate attention such as serious customer

complaints, policy violations, safety concerns, cash shortages, etc. ?

Perform front desk duties including check-ins and check-outs when busy

and the employees need assistance; handle all account issues with

checkouts including direct bill, gift certificates, vouchers, etc.;

process folio?s in a timely manner; handle staff?s cash handling

discrepancies. ? Coordinate with all department heads to ensure

efficiency and profitability of hotel. ? Inspect facilities and

equipment for clean, safe, and/or sanitary conditions and compliance to

hotel standards. ? Maintain professional appearance according to company

standards and ensure that appearance standards are maintained by all

employees. ? Demonstrate working knowledge of appropriate housekeeping

procedures relating to the Front Office including room status update;

adhere to established lost and found procedures. ? Maintain good

communication within hotel and department; conduct and facilitate

effective meetings; prepare correspondence, instructions, etc. ? Perform

all other duties as assigned by management. ? Take actions to ensure

high Associate Satisfaction scores as measured by the Associate Opinion

Survey. Work with other supervisory and management staff to address all

areas to ensure consistent quality work environment. ? Be familiar and

able to perform duties on all shifts, including Night Audit. ? Adheres

to all company policies and procedures. ? Follows safety and security

procedures and rules. ? Knows department fire prevention and emergency

procedures. ? Utilizes protective equipment. ? Reports unsafe conditions

to Maintenance, HR and GM. ? Reports accidents, injuries, near-misses,

property damage or loss to management and alerts HR right away. ?

Provides for a safe work environment by following all safety and

security procedures and rules. ? All team members must maintain a neat,

clean and well-groomed appearance. (Specific standards outlined in team

member handbook). ? Assists other Front Desk Personnel when need.

KNOWLEDGE, SKILLS & ABILITIES ? Considerable skill in the use of a

calculator and prepare moderately complex