Front Desk Manager

Job Summary

The Front Desk Manager is responsible for the guest's experience at the beginning and end of their stay by performing check-in/out and interaction with guests and the general public by phone and in person, training new front desk associates and managing the shifts from a manager on duty standpoint at the front desk. Responsibilities also include scheduling, labor management, purchasing, training, hiring, customer service, etc. Hilton Experience is preferred, Hotel Experience is required. Hours will mainly be mid shift to pm shift and weekends.

Essential Duties and Responsibilities

• Provides professional and courteous guest service at all times
• Greets arriving guests
• Answers telephone calls courteously and efficiently
• Responds to inquiries regarding hotel services, guest registration, local shopping, dining, entertainment, and travel directions
• Generates, confirms, cancels, and changes guest reservations
• Keeps records of room availability and guest's accounts
• Assists arriving and departing guests with luggage
• Computes bills, receives payments, and makes change for guests
• Makes restaurant, transportation, or entertainment reservations for guests
• Promotes any current hotel and franchise marketing programs

Additional Duties

• Assumes manager duties in absence of General Manager
• Transmits and receives messages through telephone, facsimile, and switchboard
• Maintains wake-up call service
• Posts ancillary charges to guest folios (food, room, telephone)
• Maintains clean and neat work and storage space
• Assists with appropriate storage of guest property
• Attends monthly department meeting
• Completes projects as determined by Rooms Operations Manager
• Participates in ongoing education and training of Franchise and Hotel Management Company

Essential Behavior Requirements

• Customer Service: Displays a professional sense of urgency whencommunicating and interacting with customers, coworkers, and the public in a way that exceeds the customer's wants and needs. Identifies opportunities to improve and deliver additional value to customer's experience by presenting creative solutions and innovative ideas.
• Communication: Actively listens to customers, coworkers, and the public (viewing the situation from the customer's perspective) and works together to solve the problem through effective communication.
• Problem Solving: Ability to recognize and define problems; analyze relevant information; encourage alternative solutions and plans to resolve situations; seeks additional assistance when needed.
• Quality: Work "product or service" is free of errors and exceeds customer expectations. Education or Experience - High school diploma or GED equivalent; no prior experience is required.
• Language Skills- Must have developed language skills to the point to be able to: read and comprehend instructions, safety rules, and memos. Speak clearly, distinctly, and with confidence using appropriate pauses, emphasis, correct English, and punctuation.
• Mathematical Skills - Requires mathematical development sufficient to be able to: add, subtract, multiply, and divide all units of measure.
• Reasoning Ability - Must have developed reasoning skills to be able to: apply common sense and understanding to carry out instructions in written, oral, or diagram form. Ability to professionally deal with problems in standardized situations.

Physical Requirements

• Ability to pass physical exam, drug test, and background check
• Requires walking and standing to a significant degree, reaching, handling, lifting, talking, hearing and seeing
• Lifting up to 50 lbs. maximum with frequent lifting and/or carrying or transporting of objects weighing up to 25 lbs.
• Primarily inside environmental conditions