Front Desk Manager - Full-time / Part-time

POSITION DESCRIPTION: The Front Desk Manger will lead a team that creates a warm, inviting and memorable experience for our owner and guests. This individual will participate in the hiring, training, development, compensation, evaluation, and supervision of all Front Office personnel. Additional responsibilities include ongoing training, coaching and counseling. This individual will ensure the staff s commitment to maintaining service expectations through observation, communication and recognition. This Front Desk Manager will serve as a role model, develop talent and provide staff support in handling complex situations. Other activities include folio research, posting, discrepancies and any related cash handling issues. The Manager will confer with other departments to coordinate and follow up on all guest information. Maintains a high and visible profile by being in the lobby during peak check-in hours.
ESSENTIAL DUTIES AND TASKS:
1. Drives all front desk standards to enhance the guest experience and maintain brand integrity; Oversight of all processes, functions, policies, and procedures to assure all are adhered to; measures success in terms of available metrics
2. Ensures that each interaction exceeds the expectations of our owners and guest. Clarifies needs and reacts accordingly; recognizing and initiating solutions to owner/guest concerns with a sense of urgency and to their satisfaction.
3. Ensures that all behavioral standards are met, recognizes and rewards excellent performance, and provides any necessary coaching or corrective action.
4. Accountable for all hiring, scheduling, assignment of tasks, training, motivation, evaluation, development of personnel
5. Consistent and timely communication with all other department leaders as needed to ensure timely guest satisfaction.
This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department. SUPERVISORY RESPONSIBILITIES:
- Demonstrate thoughtful decisions in a high-pressured environment.
- Responsible for the actions, results, successes and failures of the team.
- Service, operational levels, training, and employee motivation should be the focus.
- Responsibility for the failures and share the successes, always modeling the approach expected from the team.
EDUCATION and/or EXPERIENCE:
- Minimum of three to five years of leadership experience in the Hospitality industry or a related industry. Bachelor s Degree in hospitality or business management is a plus.
QUALIFICATIONS:
- Must develop and maintain comprehensive knowledge of resort policies, procedures, and operations and ensure communication of relevant information as required
- Must possess a sincere dedication to provide an unsurpassed level of owner and guest satisfaction
- Must demonstrate a commitment to the continuous development of his/her team
- Must have a high degree of judgment
- Must have demonstrated exceptional verbal and written communication skills
PHYSICAL DEMANDS:
While performing the duties of this job the employee may be required to sit or stand for extended periods of time. Will be required to bend, twist, reach, push, pull, and operate office machinery. Must be able to lift up to thirty pounds. Specific work assignments may change without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.