Front Desk Manager
Company: White Lodging Services Corp.
Location: Richmond
Posted on: May 28, 2023
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Job Description:
**Front Desk Manager****Job Description**Summary: Assists the
Front Office Manager or Operations Manager in administering front
office functions and supervising staff on a daily basis. Directs
and works with associates to carry out procedures ensuring an
efficient check in and check out process. Ensures guest and
employee satisfaction and maximizes the financial performance of
the departmentResponsibilities * Performs all duties at the Front
Desk as necessary. * Run the perfect shift, utilizing hourly
checklists and the management checklist or calendar for success. *
Maintains cleanliness and organization. * Maintains the hotels
sundries or gift shop. * Facilitates high-powered preshifts. *
Ensures daily procedures meet or exceed those audited in the brand
standards audit, the WL internal audit, and the WL safety audit. *
Supervises all areas of the Front Office in the absence of the
Front Office or Assistant Front Office Manager. * Empowers
employees to provide excellent customer service. * Observes service
behaviors of employees and provides feedback to individuals. *
Ensures department delivers brand service standards and lives the
WL Service Pledge. * Understands the impact of departments
operations on the overall property financial goals and objectives
and manages to achieve or exceed goals. * Supervises same day
selling procedures to maximize room revenue and control property
occupancy. * Supervises daily Front Desk shift operations and
ensures compliance with all policies, standards and procedures. *
Responds to and handles guest problems and complaints. * Takes
immediate actions on problems that are encountered in the Hotel. *
Sets a positive example for guest relations. * Interacts with
customers to obtain feedback on quality of product, service levels
and overall satisfaction. * Ensures employees understand customer
service expectations and parameters. * Models and coaches brand
service standard and the White Lodging Service Pledge. * Ensues the
department follows appropriate service recovery mechanisms
(Guestware, Star-Guest, Service Recovery Log). * Improves service
by communicating and assisting individuals to understand guest
needs, providing guidance, feedback, and individual coaching when
needed. * Interacts with guests to obtain feedback on product
quality and service levels. * Emphasizes guest satisfaction during
all departmental meetings and focuses on continuous improvement. *
Analyzes information and evaluating results to choose the best
solution and solve problems. * Facilitates departmental meetings
and continually communicates a clear and consistent message
regarding the Front Desk goals to produce desired results. *
Completes AES impact plan; remains current on Q12 results and
creates an environment of maximum associate engagement. * Has full
knowledge and understanding of our companys handbook, SOPs and
processes; adheres to and enforces those in a fair and consistent
manner. * Participates in employee progressive discipline
procedures; ensures a "firm, fair, consistent" atmosphere. *
Participates and conducts Weekly Leadership Team meetings, property
MOD program, and weekly staff meetings * Solicits employee
feedback, utilizes an "open door" policy and reviews employee
satisfaction results to identify and address employee problems or
concerns. * Brings issues concerning employee satisfaction to the
attention of the department manager and Human Resources. * Assists
as needed in the interviewing and hiring of employee team members
with the appropriate skills. * Supports a departmental orientation
program for employees to receive the appropriate new hire training
to successfully perform their job. * Supports the developmental
needs of others and coaching, mentoring, or otherwise helping
others to improve their knowledge or skills. * Maintains Kronos and
payroll processing and tracking. * Performs all ordering. *
Promotes teamwork and associate morale. * Ensures staff receives
timely and effective orientation certification training, rex, rap,
and review. * Completes accident investigations. * Completes
incident accident reports. * Ensures all staff can perform roles in
an emergency situation.Key Accountabilities * GSS: Ensure goals are
met for all guest service related measures. * Selling Program *
Associate Relations: AES plans and actions implemented and
measured.Other Information COMPETENCIES * Resourceful * Adaptable *
Customer Focus SKILLS * Strong knowledge of Front Desk operations *
Ability to prioritize needs of guests * Strong communication skills
EDUCATION/EXPERIENCE * College Degree required, minimum of 2 year
degree * Experience in similar leadership role required WORKING
CONDITIONS * Able to traverse entire hotel multiple times a day. *
Requires bending, stooping, lifting, pushing, and pulling. FULL
TIME BENEFIT OVERVIEW * Medical, Dental, and Vision * Short- and
Long-Term Disability and Life Insurance * Employee Assistance
Program (EAP) * 401(k) * Paid Time Off to include Vacation,
Holidays, & Sick * Tuition Reimbursement * Complimentary and
Discounted RoomsLocation Code: 2590 **Application
Instructions**Please click on the link below to apply for this
position. A new window will open and direct you to apply at our
corporate careers page. We look forward to hearing from
you!*X***Share This Page****Front Desk Manager**Share link. Copy
this URL: **Email Direct**Your email has been sent!- **Posted**:
2/21/2022 **Job Reference #**: 2590101T1110
Keywords: White Lodging Services Corp., Richmond , Front Desk Manager, Executive , Richmond, Virginia
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