Job Description: Front Desk Manager
Location: Los Angeles, CA ONSITE
Position: Permanent, Full-Time
Salary: $78-85k
Benefits: Medical, Dental, Vision, 401k, Paid Time Off and Paid Holidays.
The Front Desk Manager is responsible for ensuring the highest level of guest service and maintaining standards for all positions within the Front Desk, Bell Services, and Valet Parking departments of our five-star hotel in Los Angeles. This role involves guiding the Front Desk team to achieve strategic objectives, adhering to the hotel's vision, and serving as a resource to the broader hotel operations. The Front Desk Manager reports to the Hotel Manager or Director of Operations.
Responsibilities and Essential Job Functions:
• Ensures adherence to all Front Desk Policies and Procedures.
• Coordinates Front Desk operations to ensure smooth operation and the highest level of guest satisfaction.
• Seeks guest feedback, proactively addresses, and resolves issues in line with our brand and employee empowerment philosophy
• Responds directly to guest inquiries and concerns related to check-in/check-out (in person, email, phone, surveys)
• Maintains strong and effective communication with all hotel departments. Conducts and participates in monthly communication meetings.
• Schedules and ensures consistent monthly Front Desk meetings.
• Provides guidance, motivation, and daily communication to the Front Desk Team. Demonstrates a strong commitment to colleague satisfaction.
• Creates an environment that fosters colleague job fulfillment and provides opportunities for career development within the hospitality division. Develops a strong team through active involvement in operations and the continuous development and support of team members.
• Balances operational, administrative, and colleague needs.
• Ensures consistency in exceeding guest service expectations.
• Provides passionate direction towards achieving our vision.
• Maximizes room revenue through participation in yield management group meetings and the implementation and support of agreed-upon Revenue Management strategies and practices.
• Oversees group business, reviewing and ensuring that conference resume details are met and serving as a liaison with conference conveners.
• Manages the Leaders Club (LHW loyalty program), ensuring loyalty goals are met and reports are reviewed by relevant stakeholders (Sales Manager/Director, Marketing Manager/Director, Director of Operations/Hotel Manager, General Manager, and President of Hospitality).
• Ensures all departments are well-trained on hotel policies and procedures and that procedures are reviewed regularly.
• Ensures all leaders and colleagues have access to ALICE and are fully trained and knowledgeable in the hotel's operating systems.
• Manages survey comments and tracks colleague engagement.
• Conducts one-on-one meetings and maintains open communication with front desk agents, supervisors, and Assistant Front Office Managers.
• Conducts timely performance evaluations for Assistant Front Office Managers and Guest Service Supervisors, including corrective action and coaching. Directly influences the future effectiveness of the hotel through involvement in the recruitment, hiring, training, and motivation of Front Desk colleagues.
• Develops, implements, and maintains new incentives to motivate colleagues and maximize hotel revenue.
• Ensures the effective utilization and productivity of all colleagues through staff planning, hiring, scheduling, and adherence to budget.
• Effectively maximizes inventory levels during high occupancy/sold-out nights.
• Adheres to and promotes the Company's Health & Safety policies to ensure a safe work environment and knowledge of all safety & emergency procedures.
• Covers Duty Manager shifts as required.
• Attends monthly Credit meetings and ensures all accounting procedures are adhered to throughout the department, including monitoring guest balance and city ledger accounts.
• Deputizes for the Director of Operations/Hotel Manager when required.
• Performs additional duties and tasks as assigned.
Requirements:
• A minimum of 3 years of experience in a Front Desk Manager role at a four or five-star hotel property.
• Proven experience in Front Desk management within a luxury hotel environment.
• Excellent leadership, communication, and interpersonal skills.
• Strong guest service orientation and problem-solving abilities.
• Proficiency in hotel property management systems (PMS)
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Strong knowledge of revenue management principles and practices.
• Ability to manage and motivate a diverse team.
• Excellent organizational and time-management skills.
• Flexibility to work various shifts, including weekends and holidays.
Technical Skills (Preferred):
• Experience with ALICE hotel operating system.
• Knowledge of other relevant hotel software and technologies.