03/19/2022
This position assists the General Manager ("GM") in managing the hotel operations on a day-to-day basis to ensure optimum performance and continual improvement in the Key Performance
Indicators and 100% guest satisfaction. The Front Desk Manager resolves guest and associate issues and performs other duties as required to develop efficiency and profitability in all aspects of property management. The Front Desk Manager assumes the GM's responsibilities when required. The Front Desk Manager also must ensure that safety and security procedures are in place in accordance with company guidelines and standards for all associates and guests.
MAJOR / KEY JOB DUTIES
● Demonstrates and promotes a 100% commitment to providing the best possible experience for our guests.
● Assists the GM in ensuring that associates at the property are driving company initiatives to increase revenue, lower costs and increase guest and associate satisfaction.
● Trains associates on company standards and job performance expectations when the GM is not available.
● Upholds and enforces company standards and policy compliance at the hotel level. The associate must promote compliance with company policies and procedures, including but not limited to the prompt reporting of all safety and security issues directly to the manager or to the appropriate authorities.
● Assists the GM in monitoring in-house guest balances and direct bill receivables, commission payments by vendors, and issuance of refund checks.
● Assists with monitoring monthly inventory of supplies and equipment. Ensures that day-to-day purchases are within budget and with approved vendors. Assists the GM in maximizing revenues and flow through to GOP to meet or exceed budgeted EBITDA.
● Serves as the first level of contact for guest service issues. Resolves guest issues or determines the necessity to escalate to the GM as needed.
● The position must embrace the company's service culture and treat all guests and associates with professionalism, respect, and kindness.
● Instills 100% guest satisfaction objective to hourly associates.
OTHER DUTIES
● Assists with certain sales-related activities to increase occupancy, such as supporting the GM by seeking out potential business in the local market and making sales calls and other telemarketing activities.
● Provides other relief or backup duties as needed at the hotel including front desk coverage, housekeeping, and other duties when needed to ensure optimum operation of the hotel.
● Inspects guest rooms.
● Assists with active review and monitoring of social media websites to ensure timely and appropriate responses.
KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES
● Able to comprehend fundamental instructions, write short correspondence, and memos. Solid English skills with regard to reading, writing, and verbal communication to be able to communicate effectively with guests, associates, and outside vendors.
● Ability to operate the property management system technology.
● Ability to add, subtract, multiply, and divide units of measure, using whole numbers, common fractions, and decimals
● Ability to apply common sense understanding to carry out detailed written or oral instructions.
● Supervisory skills to oversee daily activities of 8 to 15 hourly staff.
● Ability to organize multiple priorities to ensure that daily operations are performed at peak efficiency.
ENVIRONMENTAL JOB REQUIREMENTS
● While performing the duties of this job, the associate is regularly required to remain stationary; navigate the hotel and parking lot; handle, reach, and detect objects, tools and controls; and detect scent and sounds.
● Occasionally required to position self to access low areas and traverse heights and remain stable while doing so.
● Occasionally lift and/or move up to 25 pounds.
● While performing the duties of this job, the associate frequently works in outside weather conditions
● The associate occasionally works in wet humid conditions (non-weather related), near moving mechanical parts, in the presence of fumes or airborne particles and toxic or caustic chemicals, and risk of electrical shock.
● The work environment will typically be at moderate to loud noise levels.
● The associate may be asked to travel to help additional locations within a reasonable geography.
● The associate may be asked to travel to cover additional sites during the GM's absence.
MINIMUM QUALIFICATIONS
● High School Diploma or General Education Degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
