Front Desk Manager

The front desk manager's main responsibility is to provide leadership to all front desk staff, ensuring that
everyone, provides exceptional service. The successful Front Desk Manager will create an environment among staff members that results in guests receiving concierge-like, solution- oriented service, while
acting as an in-house sales representative.
ESSENTIAL FUNCTIONS:

•Fosse PMS preferred

Provide leadership to the front desk staff by helping them understand why we do what we do,
how to best do it, and holding them to expectations.

• Oversees Front Desk and Night Audit.

• Act as a concierge for guests. Possess a knowledge of the local area and the community's
offerings. Interact with guests in a sincere, professional, and courteous manner, going above and
beyond normal responsibilities to do whatever it takes to ensure absolute guest satisfaction.

• Act as an in-house sales representatives for the hotel. Engage with guests, capture relevant
information, and work with the general manager and/or director of sales for contract
negotiation.
o Complete all reporting requirements issued by Director of Revenues and Sales.
o Demonstrates the use of sales techniques to effectively sell the property, maximizing
occupancy and average rate.
OPERATIONAL FUNCTIONS

• Register and process guests promptly upon arrival and departure.

• Performs all guest accounting functions according to established hotel operating procedures to
ensure all guest and house accounts are complete and accurate.

• Demonstrate a working knowledge of all services and facilities of the hotel.

• Adheres to all established credit and inventory control procedures to minimize exposure to loss
of revenue.

• Receives and processes telephone and walk-in reservations accurately to ensure guest
satisfaction.

• Resolves guest issues, complaints, or problems beyond the realm of the front desk associate,
going to great lengths to accomplish this.

• Reads and responds to all guest surveys and social media reviews.

• Professionally and competently operates the telephone system according to Veridea standards.

• Understands and applies all hotel safety and security procedures to maintain a secure and safe
environment for employees and guests.

• Assists in negotiating rates and contracts for special travel, including businesses and group
blocks.

• Assists GM and/or Director of Sales in developing and accomplishing revenue and occupancy
goals.

• Keeps GM promptly and fully informed of all problems or unusual maters of significance coming
to his/her attention so prompt corrective action can be taken.

• Develops the front desk staffing schedule and distributes it within Veridea's guidelines.

• Assist with interviewing and hiring for Front Desk and Night Audit.

• Creates and updates procedures as needed.

• Is responsible for training Front Desk Associates and Night Auditors.

• Covers Front Desk and Night Audit shifts when needed.

• Corrects Cash Reports when necessary.

• Proactively seeks out other duties and responsibilities to effectively benefit the operation of the
hotel.

• Completes other requirements as they are presented.
JOB DUTIES
1. Ability to be friendly and cheerful; interact easily with strangers.
2. Ability to complete sales requirements.
3. Ability to seek solutions.
4. Ability to cooperate with and support others.
5. Ability to observe, react quickly and adjust to different guest situations.
6. Ability to train staff in front desk technical procedures such as: check-in, check-out, selling skills,
computer operation, telephone operations, etc.
7. Ability to operate computer or cash register to handle monetary transactions and give correct
change.
8. Ability to multi-task
9. Ability to cope with unusual circumstances, showing self-control during excitement.
10. Ability to physically manipulate equipment such as: cash register, computer, credit card
machines, telephone console/switchboard, calculator, etc.
11. Ability to work independently with little supervision.
12. Ability to be a self-motivated, exceptional follow up and attention to detail.
13. Ability to use tact and diplomacy to resolve conflict.
14. Schedule flexibility and ability to work extended and/or irregular hours to include nights,
weekends, and holidays.
15. Grooming and dress must meet Veridea standards.