Front Office Mgr - Mill Falls at the Lake

Job Summary

The Company operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting and ending times, and hours worked in a week. 

The Front Desk Manager oversees the day-to-day front desk operations, including check-in/check-out and guest service.  The Front Desk Manager manages responsibilities in alignment with senior management, company policies and procedures, brand standards, and local and state.  Responsible for quality service, meeting/exceeding financial and service goals, and managing within approved plans and objectives.  Contributes to and recommends budget, capital expenditures, inventory controls, sales, business plans, and short/long term planning.  Reports, investigate, and resolves violations of internal controls, policies, procedures, standards, and regulations.  

 

This position directly manages assigned staff and indirectly manages all subordinates.  Articulates company goals to the staff.  Demonstrates commitment to these goals through work ethic, integrity and respect for the company and associates.  Unites associates in a common commitment to achieve and exceed these goals.  Works closely with management throughout the hotel and the company.  Impresses guests with quality and timely service in a pleasant and friendly manner.

 

Essential Duties & Responsibilities 

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Guest Satisfaction – Manage front desk service in compliance with policies, procedures, standards, and regulations. Manage staff schedules to ensure adequate coverage while managing the department budget.  Train and motivate associates to have positive and effective guest relations skills.  Ensure staff compliance with all guest service basics, such as uniforms, name tags, and proper guest greetings.  Ensure timely response to guest needs.  Resolve guest complaints as appropriate to maintain guest satisfaction.  Regularly review service scores to identify areas needing improvement and implement appropriate changes.  Be knowledgeable on hotel facilities, services, and the city to assist guests appropriately.

• Human Resources – In conjunction with the Human Resources department, recruit, hire, train, coach, counsel, resolve conflicts, discipline and terminate staff appropriately through fair treatment and in compliance with Company policies and procedures. Communicate to associates the standards of performance and their role in contributing to individual and team success.  Administer and ensure all required training occurs.  Prepare and conduct associate performance and salary reviews promptly and in accordance with Company guidelines.  Ensure staff compliance with internal controls, policies, procedures, standards, and regulations.  Insist on a work environment that is free from harassment.  Promote the hotel as an employer of choice in the community.
• Sales/Profitability – Contribute to and recommend a budget, capital expenditures, inventory controls, asset protection, sales, and business plans, and short/long term planning.  Manage within approved plans and If necessary, develop action steps to correct any expense problems.  In conjunction with Sales, sell and upsell hotel services to meet/exceed sales and financial objectives.  Manage registration/key systems and promotions to capture more guests and a larger share of the local market.  Ensure accurate guest bills, deposits, and payments in compliance with policies and procedures

• Life Safety/Risk Management – Assist the General Manager with hotel life safety. Manage and promote an accident prevention program to minimize liabilities and related expenses.  Manage staff compliance with appropriate sanitary, safety, security and emergency policies, procedures, standards and regulations.  Ensure staff is proficient in and compliant with sanitary, safety, security and emergency procedures.  Notify senior management of any potential liability and propose proper course of action to prevent the hotel from incurring any such liability.  Recommend additional safeguards as appropriate.  Practice safe work habits.

• Asset Management - Walk the operations daily to identify issues and to speak with and listen to associates. Ensure associates are properly trained in cash handling procedures and credit card transactions.  Ensure adequate controls are installed and maintained for the protection of the hotel’s financial assets against loss or misappropriation.  Manage inventories as appropriate.  Ensure cleanliness and preventative maintenance programs are in place to pro