Front Desk Manager

Job Description Summary

Under the general guidance of the Director of Front Office, The Front Desk Manager is responsible for ensuring the operation of the Front Desk, PBX, Concierge, Bell/Door Services and Night Audit in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to, throughout and after their stay, while maximizing room revenue and occupancy. Maintains an active supervisory role in respects to all front office department.

Job Description

Required Competencies:

• Must be able to convey information and ideas clearly, both oral and written.

• Must work well in stressful, high-pressure situations.

• Must be able to evaluate and select among alternative courses of action quickly and accurately.

• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.

• Must be effective at listening to, understanding and clarifying concerns and issues raised by team members and guests.

• Must have the ability to assimilate complex information, data, etc. from disparate sources and consider adjust or modify to meet the constraints of a particular need.

• Must be able to prioritize departmental functions to meet due dates and deadlines.

• Must be able to work with and understand financial information and data, and basic arithmetic function.

 

Responsibilities may include any and all of the following: 

• Approach all encounters with guests and team members in a friendly, service-oriented manner.

• Maintain regular attendance in compliance with Sonesta standards, as required by scheduling, which will vary according to the needs of the hotel.

• Maintain high standards of personal appearance and grooming, which includes proper dress and correct nametag when working.

• Comply at all times with Sonesta standards and regulations to encourage safe and efficient hotel operations.:

• Must, at all times, be attentive, friendly, helpful and courteous to all guests, managers, and other team members.

• Schedule guest service agents, bell staff and telephone services, as applicable. Oversee reviews, training and development of staff to achieve hotel service quality standards.

• Oversee and participate in guest registration and check out procedures.

• Motivate staff and establish a productive working environment for hotel. 

• Achieve budgeted revenues and expenses and maximize profitability related to the rooms department.

• Assist Revenue and Sales management with the implementation and execution of programs to ensure that the hotel’s room occupancy and Average Daily Rate objectives are met.

• Analyze and generate reports and communicate information to team members and appropriate departments.

• Assemble, track and interpret financial and operational plans for the rooms department, to include the annual hotel budget.

• Have full knowledgeable of hotel property, amenities, area attractions and transportation options.

• Maintain correct procedures for hotel accounting, credit control and handling of financial transactions.

• Maintain procedures for security of monies, guest security.

• Knowledge of all emergency procedures.

• Strive to increase the level of guest satisfaction by sharing all guest service data provided by the brand on a consistent basis. Set goals for improvement of low scoring items.

• Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follow up to ensure guest satisfaction.

• Aggressively recruit and staff department using company hiring standards (i.e. behavioral questioning, reference checks, evaluations and team interviews).

• Conduct training classes regarding safety, security, department procedures and service guidelines.

• Fulfill Manager on Duty shifts.

• Ensure hotel is in compliance with all federal, state and local laws, including EEOC and Wage Hour laws.

• Motivate, coach, counsel and discipline all team members according to Sonesta standards.

• Develop team member morale and ensure all team members are fully trained.

• Maximize room revenue and occupancy by reviewing status daily. Analyze variances, monitor credit report and maintain close observation of daily hous