Job Title: Front Desk Manager
Reports to: Director of Operations
Our team is dedicated to creating cherished memories by providing personalized service and genuine hospitality!
Duties and Responsibilities
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Manage the selection, training, and retention of front desk employees.
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Create schedules of the front desk staff and supervises workload during shifts.
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Evaluate the job performance of each front desk employee, ensuring all policies, procedures and best-practices are being followed with the highest efficiency, level of service and guest satisfaction.
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Verify that accurate room status information is maintained and properly communicated.
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Resolve guest issues, complaints and requests in a timely and pro-active manner that is satisfactory to both guests and the hotel.
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Update group information by maintaining, monitoring, and preparing group requirements and relays information to the appropriate personnel.
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Check cashiers in and out and verifies banks and deposits at the end of each shift.
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Enforce all cash-handling, check-cashing, and credit card policies.
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Hold regular staff meetings to keep staff up to date on all aspects of the latest information being shared throughout the organization.
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Establish standards for employee accountability and process for feedback, coaching and mentoring for staff and contact Human Resources as needed for support.
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Maintains company dress code and ensures all staff adheres to the policy at all times.
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Maximize room revenue and occupancy by reviewing status daily, maintaining close observation of daily house count and the average daily rate.
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Coordinate with the Housekeeping, Sales, Accounting and Maintenance departments regarding daily operations and guest room status.
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Operate all aspects of front desk computer system, including software maintenance, report generation and analysis, and simple configuration changes.
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Prepare revenue and occupancy forecasting.
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Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
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Ensure that employees are, at all times, attentive, friendly and courteous to all guests, colleagues and members of our community.
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Monitor all VIP and special guest requests.
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Review daily activity reports generated by Night Audit.
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Daily review guest feedback and logbooks and respond efficiently and appropriately.
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Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports, and tracking logs.
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Make reservations from the internet and by phone and keep records of assignments and other registration-related information on the computer using the property management system.
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Answer guest questions about services, checkout times, the local community, or other matters of public interest.
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Provide luggage service when needed.
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Perform concierge duties when a guest has questions about area attractions.
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Willing to perform other job-related tasks that may not be included in this job description.
Qualifications
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Minimum 3 years’ experience as a Front Desk Agent and at least 1-2 years in a Front Desk Supervisor/Manager role (preferably with Neuman Hotel Group).
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Two-year degree preferred (ideally with a focus on hospitality).
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Must be highly motivated, solution-oriented, with strong initiative and desire for achievement.
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Must have a passion for genuine hospitality and a sincere desire to create cherished memories for our guests.
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Exceptional customer service skills required with an ability to handle oneself under pressure.
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Be proficient with property management systems (preferably Maestro PMS) to be able to check in, check out, make reservations, run daily reports and plan room assignments.
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Excellent computer skills and a strong understanding of accounting procedures are a must.
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Exceptional communication and presentational skills are required.
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Familiarity with yields management and cost controls.
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Must be able to work nights, weekends and holidays depending upon occupancy and time of year.
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Must be a leader, a driver and bottom-line oriented.
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A professional appearance and good personal hygiene must be maintained at all times.
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Must have excellent organizational and time management skills and be able to work independently and as a member of a team.
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Be able to stand for long periods of time (up to 5-8 hours)
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Knowledge of Southern Oregon and surrounding areas is preferred.
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Must be able to lift up to 50 pounds.