The Front Desk Manager delivers personalized guest experience for the property, leading the front desk shift inclusive of planning for arrivals, check-ins and check-outs, and coordination of PBX*. The Front Desk Manager reports to the Front Office Manager in a full-service hotel and may be supported by Front Office Supervisors. The Front Desk Manager is the acting Front Office Supervisor for the PM shift. The Front Desk Manager assumes the PM Shift from the AM Front Office Supervisor, acts as the Front Office Supervisor for the PM shift, and turns over responsibility to Night Audit.

The Front Desk Manager owns the atmosphere for the public amenities inclusive of lighting, music, décor, and SSI.

*Coordination of PBX is led by the Communications Center Manager at The Cavalier Resort and therefore excluded from the role of Front Desk Manager.

1. Champion the company and property service, “The Keys to Making it Right” to focus Associates on what matters most to lead in guest satisfaction for the brand, our market competitors and on social need. This culture of accountability promotes effective communications, service excellence, teamwork, recognition, mutual respect, and Associate satisfaction.

2. Hire, train and certify all direct reports using approved job descriptions and training materials per defined training schedules. Training includes personal grooming standards, product knowledge, scripts, standards, organization and cleanliness, service and safety standards, scheduling expectations, code of conduct, and proper use of tools.

3. Execute the Front Office Operating Plan to ensure predictability and consistency to include approved tools, training materials and checklists.

4. Hold well planned and motivating pre-shift meetings, setting the expectations and goals of the shift as well as a check of uniforms, grooming standards and operational readiness.

5. Proactively anticipate and drive guest/service satisfaction and conduct root cause analysis to evaluate gaps in service delivery and initiate corrective action or recommend changes to operating/business plans.

6. Manage guest amenity programs (property or guest request) including purchasing, inventory, fulfillment.

7. Plan and anticipate for guest arrival (including digital check in and digital key management), proactively provide solutions to minimize guest inconvenience for any challenges and deploy appropriate service recovery when dissatisfaction is unavoidable.

8. Respond to all Guest Comments (Marriott GSS, Revinate) as required by brand and Front Office Operating Plan.

9. Ensure responsible financial management of the company’s assets for all financial transactions occurring during the shift including accuracy of guest folios and master accounts, room charges; authorization of credit (bucket check) and authorization of loyalty benefits, accuracy and completeness of time and attendance records, cash controls, accuracy of guest folios and complete and timely recordation and resolution of all guest requests.

10. Conduct daily visual inspection of the lobby and front desk, assessing compliance to owner expectations, PHR standards, specifications and inventories and brand standards.

11. Serves as the shift subject matter expert and inter department coordinator for all room blocks, room moves, group arrival, early/late check-in/out and upsell opportunities.

12. Monitor call volume, response time, and resolution time for PBX and eliminate any bottlenecks (for properties without Communications Center).

13. Proactively manage safety and security procedures to prevent accidents and ensure healthy and safe environments for guests and Associates.

14. Understand and apply all Human Resource policies that must be handled during the shift and when and what to defer to the Associate’s manager.

15. Ensure completion of all departmental reports and metrics at the close of each shift to include: bucket check, daily deposit summary, completeness of revenue including no shows, ancillary revenues, etc., daily financial close, room status report (housekeeping cleans to occupancy), amenity billings, and elevating any guest concerns or other to the Front Office Manager for follow-up.

16. Perform Emergency Response duties as required for this role in the Emergency Response Organizational Chart and Plan.

17. Participates in the Safety Committee as an active member.

18. Handles guest complaints, arbitrating disputes or resolving grievances.

19. Serves as Manager on Duty as determined by the Managing Director and company policy.

20. Familiar with marketing initiatives and ensures all staff is knowledgeable.

21. Leads special projects and other responsibilities as assigned. Participate in task forces and committees as requested.

Schedule Expectations

Create department schedules based on demand and productivity expectations

• Strong organizational skills and multi tasking abilities 
• Good Will Ambassador and Guest/Customer Service Expert who leads by example
• Excel, Word, Outlook, Access, PMS systems 
• Good verbal communication skills 
• Exposure to scheduling, PO processing, time card calculations and expense control systems preferred 
• Minimum of 2 years experience in supervisory/management position required 
• Minimum of 3 years experience in front office setting at a major hotel, preferrably full service
• Demonstrated ability to work as a positive member of a leadership team, developing Associates to their maximum potential and maintaining a supportive work environment. 
• Ability to apply mathematical operations in accomplishing job tasks. 
• Can define problems, collect data, establish facts and draw valid conclusions from interpretation of extensive and varied technical instructions (in mathematical or diagram form). 
• Ability to respond to common inquiries or complaints from other departments, guests,regulatory agencies, or members of the business community. 
• Proficiency with Computer and knowledge of Property Management System. 
• Ability to read and interpret common scientific and technical journals, financial reports, and legal documents. 
• Ability to effectively present information to top management, public groups, hotel associates and outside agencies/authorities. 
• Ability to apply advanced mathematical concepts such as exponents, logarithms, and permutations.