Front Desk Manager

Interested in the Hospitality industry? we are looking for a Front Desk Manager to work for an excellent boutique Hotel.

Qualifications / Requirements

  • Previous experience as Front Desk manager or Assistant Front Desk manager.
  • Spanish (strongly preferred).
  • Opera knowledge (strongly preferred).
  • Experience managing +10 employees is a plus.
  • Organized, proactive, strong sales & customer service skills.

Responsibilities

  • Ensure staff is prepared to deliver impeccable service (Front Desk Agents, Bell Staff, and Security).
  • Maximize room revenue by executing Sales Strategy, up-selling and managing inventory.
  • Ensure total guest satisfaction.
  • Act as MOD during weekend and holidays.
  • Establishes and upholds standards, policies, and procedures for the Front Office staff.
  • Handles escalated guest complaints and requests as needed while also encouraging empowerment.
  • Works with Sales and Revenue managers regarding guests and groups.
  • Ensure Work shifts are covered with adequate staff, ensure correct staffing during peak periods and high occupancy.
  • Consistently monitor the performance of team members on an on-going basis and provide feedback. Reward, discipline and document associate performance and provide timely counseling. Address team member complaints and resolve problems.
  • Supervise the staff and handle any team member situation.
  • Properly handle all administrative work with regard to interviewing, hiring, performance appraisals and terminations of staff.
  • Ensure staff is properly groomed and uniformed at all times.
  • Ensure work area cleanliness is maintained at all times.
  • Maintain efficiency in the operation of the staff in a high standard of quality of service and courtesy, bringing total satisfaction to our guests and the hotel.
  • Prepare and submit guest incident reports when needed.
  • Be a Team Player and encourage the teamwork attitude among staff.
  • Prepare SOPs and make sure the department is operating smoothly.
  • Ensure all guests who experience a problem receive an appropriate response, any promised compensation is delivered, and an appropriate follow up in a timely and professional manner.
  • Prepare/approve payroll.
  • Conduct/ensure the training on all new employees.
  • Accountable for the financial performance of the department.
  • Determine the requirements for and the follow up on special groups, VIPs, etc.