Front Desk Manager
2 weeks ago
Responsible for all front desk functions and staff. Areas of responsibility include concierge, switchboard operations, guest services. As an area head, directs and works with managers and team members, to successfully execute all front desk operations including guest arrival and departure procedures. Strives to continually improve guest and team member satisfaction and maximize the financial performance of the department. Scope/Business Context
Titles of Direct Reports Front Desk Supervisors, Front Desk Team Members. Exceeding Customer Expectations
- Providing services that are above and beyond for customer satisfaction and retention. Demonstrating Leadership
- Utilizing interpersonal and communication skills to lead influence and encourage others; advocates sound financial and business decision making, demonstrates honesty, integrity and leads by example. Improving Service
- Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. Communicating with Supervisors, Peers, or Team Members
- Providing information to supervisors, coworkers, and team members by telephone, in written form, e-mail, or in person. Coaching and Developing Others
- Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. Developing and Building Teams
- Encouraging and building mutual trust, respect, and cooperation among team members, modeling appropriate behaviors, serving as a role model to demonstrate appropriate behaviors. Achieving/Exceeding Goals
- Achieving and exceeding goals including performance goals, budget goals, team goals etc. Making Decisions and Solving Problems
- Analysing information and evaluating results to choose the best solution and solve problems. Guiding, Directing and Motivating Team Members
- Providing guidance and direction to team members including setting performance standards and monitoring performance. Communicating Information Timely
- Informing and updating team members with relevant information in a timely manner. Setting Goals
- Establishing, challenging realistic and obtainable goals to guide operation and performance. Supervising Team Members
- Supervising and managing team members, managing all day-to-day operations, understanding team member positions well enough to perform duties in team member's absence. Managing Daily Operations of the Area
- Managing day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. Organizing Planning and Prioritizing Work
- Developing specific goals and plans to prioritize organize and accomplish your work. Candidate Profile Experience/Education: A-levels or four years experience in guest services, front desk or a related professional area. 2-year Higher Level Certificate or a Degree, from an accredited university, in hotel or restaurant management, hospitality, business administration, or related subject. Years of experience in guest services, front desk, or related professional area. Skills and Knowledge: Job Specific Computer Skills
- Using computer hardware and software specific to the job. Oral Comprehension
- The ability to listen and understand information and ideas presented through spoken word and sentences. Customer and Professional Service
- Knowledge of principles and processes, providing customer and personal services, this includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction. Operating Procedures
- Knowledge of standard and local operating procedures (SOPs and LSOPs) that apply to the job. Reading Comprehension
- Understanding written sentences and paragraphs, in work-related documents. Writing
- Communicating effectively in writing, as appropriate for the needs of the audience. Basic Computer Skills
- Using basic computer hardware and software e.g. personal computers, word processing software, Internet browsers. Number Facility
- The ability to add, subtract, multiply, or divide, quickly and correctly. Mathematics
- Using mathematics to solve problems. Originality
- The ability to come up with unusual or clever ideas about products, services, or situations or to develop creative ways to solve a problem. Management Competencies: Adaptability
- Ability to effectively adjust to major changes in work tasks or the work environment. Applied Business Knowledge
- Understands market dynamics, enterprise-level objectives, financial metrics, and the important aspects of the hotel's business, skilled at using business knowledge to anticipate opportunities and risks. Building a Successful Team: Skilled at building a cohesive team and facilitating goal accomplishment. Building Strategic Working Relationships
- Skilled at developing and using collaborative relationships to facilitate the accomplishment of work goals. Building Trust
- Ability to interact with others in an honest, fair, and respectful way giving others confidence in one's intentions and those of the hotel. Communication
- Skilled at clearly conveying information and ideas through a variety of media, engaging the audience, and helping them understand and retain the message. High Work Standards
- Sets high standards of performance for self and others, assumes responsibility and accountability for successfully completing assignments or tasks. Leading Through Vision and Values
- Keeps the hotel values and business strategy at the forefront of decision-making and actions. Planning and Organizing
- Skilled at establishing courses of action for self and others to ensure work is completely completed efficiently. Strategic Decision Making
- Ability to gather and organize information relevant to a long-range goal or vision, develop alternative strategies and execute a course of action to carry out strategy. Specific Duties: Keeps front desk focused on the critical components of operations to drive guest satisfaction and the desired financial result. Ensures compliance with office policy standards and procedures. Conducts department meetings and continually communicates a clear and consistent message regarding the front office goals to produce desired results. Displays leadership in guest hospitality exemplifies excellent customer service and creates a positive atmosphere for guest relations. Solicits team worker feedback utilizes an open-door policy and reviews team worker satisfaction results, to identify and address team worker problems or concerns. Ensures team workers are treated fairly and equitably. Strives to improve service performance. Reviews staffing levels to ensure that guest service operational needs and financial objectives are met. Empowers team workers to provide excellent customer service. Identifies and analyzes front desk operational challenges and facilitates the development of solutions to prevent recurrence. Establishes and maintains open collaborative relationships with team members. Ensures recognition of team workers, across areas of responsibility. Manages team worker progressive discipline procedures, for front desk staff. Ensures that all the front desk areas have an atmosphere that is conducive to the overall guest experience. Celebrate successes and publicly recognizes the contributions of team members. Responds to and handles guest problems and complaints. Observes service behaviors of team members and provides feedback to individuals and or managers. All hotel policies on cash, key, and all controls are adhered to and followed consistently managers' department controllable expenses to achieve or exceed budgeted goals. Ensures hotel policies are administered fairly and consistently disciplinary procedures and documentation are completed according to standard and local operating procedures and support in the review process.
- Skilled at establishing courses of action for self and others to ensure work is completely completed efficiently. Strategic Decision Making
- Keeps the hotel values and business strategy at the forefront of decision-making and actions. Planning and Organizing
- Sets high standards of performance for self and others, assumes responsibility and accountability for successfully completing assignments or tasks. Leading Through Vision and Values
- Skilled at clearly conveying information and ideas through a variety of media, engaging the audience, and helping them understand and retain the message. High Work Standards
- Ability to interact with others in an honest, fair, and respectful way giving others confidence in one's intentions and those of the hotel. Communication
- Skilled at developing and using collaborative relationships to facilitate the accomplishment of work goals. Building Trust
- Understands market dynamics, enterprise-level objectives, financial metrics, and the important aspects of the hotel's business, skilled at using business knowledge to anticipate opportunities and risks. Building a Successful Team: Skilled at building a cohesive team and facilitating goal accomplishment. Building Strategic Working Relationships
- Ability to effectively adjust to major changes in work tasks or the work environment. Applied Business Knowledge
- The ability to come up with unusual or clever ideas about products, services, or situations or to develop creative ways to solve a problem. Management Competencies: Adaptability
- Using mathematics to solve problems. Originality
- The ability to add, subtract, multiply, or divide, quickly and correctly. Mathematics
- Using basic computer hardware and software e.g. personal computers, word processing software, Internet browsers. Number Facility
- Communicating effectively in writing, as appropriate for the needs of the audience. Basic Computer Skills
- Understanding written sentences and paragraphs, in work-related documents. Writing
- Knowledge of standard and local operating procedures (SOPs and LSOPs) that apply to the job. Reading Comprehension
- Knowledge of principles and processes, providing customer and personal services, this includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction. Operating Procedures
- The ability to listen and understand information and ideas presented through spoken word and sentences. Customer and Professional Service
- Using computer hardware and software specific to the job. Oral Comprehension
- Developing specific goals and plans to prioritize organize and accomplish your work. Candidate Profile Experience/Education: A-levels or four years experience in guest services, front desk or a related professional area. 2-year Higher Level Certificate or a Degree, from an accredited university, in hotel or restaurant management, hospitality, business administration, or related subject. Years of experience in guest services, front desk, or related professional area. Skills and Knowledge: Job Specific Computer Skills
- Managing day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. Organizing Planning and Prioritizing Work
- Supervising and managing team members, managing all day-to-day operations, understanding team member positions well enough to perform duties in team member's absence. Managing Daily Operations of the Area
- Establishing, challenging realistic and obtainable goals to guide operation and performance. Supervising Team Members
- Informing and updating team members with relevant information in a timely manner. Setting Goals
- Providing guidance and direction to team members including setting performance standards and monitoring performance. Communicating Information Timely
- Analysing information and evaluating results to choose the best solution and solve problems. Guiding, Directing and Motivating Team Members
- Achieving and exceeding goals including performance goals, budget goals, team goals etc. Making Decisions and Solving Problems
- Encouraging and building mutual trust, respect, and cooperation among team members, modeling appropriate behaviors, serving as a role model to demonstrate appropriate behaviors. Achieving/Exceeding Goals
- Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. Developing and Building Teams
- Providing information to supervisors, coworkers, and team members by telephone, in written form, e-mail, or in person. Coaching and Developing Others
- Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. Communicating with Supervisors, Peers, or Team Members
- Utilizing interpersonal and communication skills to lead influence and encourage others; advocates sound financial and business decision making, demonstrates honesty, integrity and leads by example. Improving Service
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