Front Desk Manager

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Job description

Job Overview

Responsible for the management of all aspects of the Front Desk functions in accordance with Terranea standards, AAA and Forbes Travel Guide Standards. Directs, implements and maintains a service and leadership culture which encourages both associate and guests to seek moments to be extraordinary.

Essential Functions

-Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
-Maintain complete knowledge of all AAA 5-Diamond and Forbes Travel Guide 5-Stat Standards.
-Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
-Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
-Maintain positive guest relations at all times.
-Resolve guest complaints, ensuring guest's complete satisfaction.
-Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
-Maintain complete knowledge at all times of:

-All hotel features/services, hours of operation.
-All room types, numbers, layout, decor, appointments and location.
-All room rates, special packages and promotions.
-Daily house count and expected arrivals/departures.
-Room availability status for any given day.
-Scheduled in-house group activities, locations and times.
-All hotel and departmental policies and procedures.

-Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
-Ensure that current information on rates, packages and promotions is available at the Front Desk and that all associates are knowledgeable on such.
-Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
-Monitor expenses (office supplies, operating supplies, uniforms). Track actuals against budget.
-Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
-Constantly monitor associates performance in all phases of service and job functions; rectify any deficiencies with respective personnel.
-Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently; avoiding congestion in the Hotel Lobby.
-Monitor communication logs and ensure that guest requests are followed up within a reasonable time ensuring guest follow-up at all times.
-Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
-Monitor the associates' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
-Monitor and ensure that all cashiering procedures comply with Accounting policies and standards.
-Review previous night's no-shows, verify and ensure billing of such.
-Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
-Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or "walked" guests.
-Audit surrounding area hotels daily for status of rooms, rates, discount rates and packages. Maintain current list of available locations for walk situations.
-Anticipate low occupancy periods and coordinate blocking of rooms with Executive Housekeeper to maximize labor costs, deep cleaning and maintenance of rooms.
-Ensure that all VIPs are pre-registered according to standards. Monitor VIP arrivals; greet and escort them to their room.
-Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
-Provide feedback to Associates on their performance. Handle disciplinary problems and counsel employees.
-Foster and promote a cooperative working climate, maximizing productivity and associate morale and engagement.