Front Desk Manager

JOB DESCRIPTION:

The Front Desk Manager is a key individual in achieving the goals and quality standards of the Inn and Front Desk. The Front Desk Manager must impact all elements of the department, from procedural standards, to STAR morale, to budgetary goals, to interdepartmental relations. As such, the Front Desk Manager has responsibility for overseeing operation of the Front Desk on a day-to-day basis.  And for working with the General Manager to be proficient in the administrative responsibilities and other special projects as may be requested.

JOB RESPONSIBILITIES:

1. Identify and maintain various methods and/or areas (i.e. memo board) to achieve constructive communications:
2. Attend weekly meetings with the General Manager and other management staff.
3. Prepare weekly schedules and submit for approval to GM prior to posting.  Always post 2 weeks in advance.
4. Schedule self to work front desk shifts.
5. Responsible for covering any vacant shifts due to call-ins.
6. Minimum of 40-50 hours per week as required of all Common Man managers.
7. Knowledge of all staff responsibilities in order to train or cover shifts; including night audit, group blocks, retail sales, etc.
8. Implement and maintain controls and procedures to ensure that the highest standards of hospitality are achieved.
9. Ensure that an effective and complete training program is in use and that all STAR’s are well trained and re-trained, as needed through review.
10. Comprehensive maintenance request policy to ensure that:

1. Maintenance requests are written on the log at the Front Desk.
2. Catalogued so they can be followed up.
3. Follow up with engineering for thank-you or for reason for lack of completion.

1. Build and maintain a STAR Relations Program that will both meet the STAR needs and the company's goals.

1. Establish and maintain a procedure of a daily "Morning Meeting" to greet and up-date the Staff and to inspect uniform cleanliness and compliance. Ensure that all STAR’s are hygienically clean with clean, complete uniforms including their name tag.
2. Develop and implement an incentive program to acknowledge a positive guest feedback and to recognize specific STAR’s mentioned on comment forms.
3. Implement and maintain a system to recognize individual STAR’s birthdays.
4. Identify and use an approved system for "ON CALL" status, requested time off and other special requests.

1. Employ a personnel administration system that is responsible, timely and fair.
1. Ensure that all required forms for staff reviews are completed and submitted to GM two weeks prior to the 30-day, 90-day, and yearly annual reviews.
2. Ensure that coaching and counseling forms are completed on a timely and consistent basis, especially when the policies and/or procedures of the inn have been violated.
2. Active involvement in the budgetary system of the department and inn.
1. Consistent preparation of weekly budgeted progress reports.
2. Participation in period inventories.
3. Audit schedules, wage projections, recaps and payroll.
4. Control weekly overtime through proper scheduling and immediate response to problems.
5. Participation in annual budgeting process.
3. Ensure that assigned shift procedures are being followed and completed.
4. Work closely with and gain a working knowledge of Housekeeping, Maintenance, Operations, and necessary aspects of Restaurant & Events Departments.
5. Ensure that all reports are prepared completely and promptly.
6. Keep purchasing manual up-to-date and only purchase approved items. Purchase order/receiving log should be accurately maintained.
7. Review operating statements and critique unusual overages and shortages. All efforts must be made to meet budgeted goals.
8. Maintain proper staffing for the Front Desk, perform interviews and process new hire paperwork.
9. Provide up-to-date job descriptions for all STAR’s.
10. Immediate response to all guest problems and guest correspondence.
11. Maintain division goals in relation to accident prevention, safety and fire prevention and STAR awareness.