Front Desk Manager - Hotel Perry
Hotel Investment Services, Petoskey, MI, United States
The Front Desk Manager oversees the daily operations and supervision of the front desk team. This role involves ensuring that guests receive exceptional service while maintaining high standards. The Front Desk Manager also serves as the Manager on Duty, proactively addressing and resolving issues while fostering a warm and welcoming environment.
Duties and Responsibilities
Oversee scheduling for employees at the front desk
Assist in recruitment efforts and communicate with the General Manager and Human Resources about the status of all open positions, as well as the status of all applicants
Monitor and control staff performance by administering annual performance reviews for the team
Leads by example: Provides Great Customer Service to all guests in a warm and friendly manner.
Trains each Front Office Associate and Concierge to deliver efficient, excellent service to customers and guests.
Ensures Associates have current knowledge of hotel products, services, facilities, events, pricing, and policies, as well as the local area and events.
Ensure proper procedures are followed during guest check-in and out
Solicit guest feedback via guest comment cards and acknowledge guest preferences for future visits
Assist Front Desk Agents with billing, arrivals, departures, and guest satisfaction
Enforces adherence to the Company’s standards of dress and appearance.
Develops knowledge of frequent guests and their special requests and needs.
Orders office supplies as needed
Performs other duties, as assigned, to meet business needs
Knowledge, Skills & Abilities:
Excellent communication and leadership skills
Ability to multitask and lead by example
Excellent interpersonal skills; able to communicate well with customers and staff members
Supervisory and performance management skills
Excellent time management and organizational skills; attention to detail
Ability to deal with guests when they are angry or upset
Ability to work quickly and thoroughly when under pressure
Bachelor’s degree in Hospitality, Business, or a related field preferred, or equivalent professional experience in hotel or resort operations
Flexible schedule to include all shifts as needed, including weekends and holidays
Knowledge of local and surrounding communities
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Duties and Responsibilities
Oversee scheduling for employees at the front desk
Assist in recruitment efforts and communicate with the General Manager and Human Resources about the status of all open positions, as well as the status of all applicants
Monitor and control staff performance by administering annual performance reviews for the team
Leads by example: Provides Great Customer Service to all guests in a warm and friendly manner.
Trains each Front Office Associate and Concierge to deliver efficient, excellent service to customers and guests.
Ensures Associates have current knowledge of hotel products, services, facilities, events, pricing, and policies, as well as the local area and events.
Ensure proper procedures are followed during guest check-in and out
Solicit guest feedback via guest comment cards and acknowledge guest preferences for future visits
Assist Front Desk Agents with billing, arrivals, departures, and guest satisfaction
Enforces adherence to the Company’s standards of dress and appearance.
Develops knowledge of frequent guests and their special requests and needs.
Orders office supplies as needed
Performs other duties, as assigned, to meet business needs
Knowledge, Skills & Abilities:
Excellent communication and leadership skills
Ability to multitask and lead by example
Excellent interpersonal skills; able to communicate well with customers and staff members
Supervisory and performance management skills
Excellent time management and organizational skills; attention to detail
Ability to deal with guests when they are angry or upset
Ability to work quickly and thoroughly when under pressure
Bachelor’s degree in Hospitality, Business, or a related field preferred, or equivalent professional experience in hotel or resort operations
Flexible schedule to include all shifts as needed, including weekends and holidays
Knowledge of local and surrounding communities
#J-18808-Ljbffr