Front Desk Manager

Crescent Hotels and Resorts is The Employer of Choice and Team Crescent is the award winning management company with an extremely robust portfolio in North America. With a deep history of hiring and supporting highly accomplished individuals, we operate a very positive and attractive company which has consistently ranked Crescent Hotels as a front runner in hotel management. We offer an extremely robust career path, benefits and investment in our associates.

JOB OVERVIEW: Manage the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals.

REPORTS TO: Assistant General Manager

ESSENTIAL JOB FUNCTIONS:
Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.

Resolve customer complaints, anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.

Implement company programs and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.

Prepare forecasts and reports and assist in the development, implementation and monitoring of the budget to maximize revenue and minimize expenses while ensuring adequate supplies and staff are on hand to provide top quality customer service.

Supervise the Guest Service Agents and Night Audit.

Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.

Interact with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and revenues.

Monitor and maintain the Front Office systems and equipment to ensure their optimum performance.

Comply with attendance rules and be available to work on a regular basis.

Perform any other job related duties as assigned.
* Previous hotel front desk manager or front desk supervisor experience is required.

* Must be flexible to work days, nights, weekends and overnight shifts when needed.

* Above average communication skills, both verbally and in writing;

* Exceptional computer and numeracy skills;

* A guest and associate focus that will inspire others to do their best and exceed guest expectations.

* Major hotel brand experience required, Hilton and Micros experience preferred.

* Must have the ability to communicate in English.

* Self-starting personality with an even disposition.

* Maintain a professional appearance and manner at all times.

* Can communicate well with guests.

* Must be willing to "pitch-in" and help co- workers with their job duties and be a team player.

* Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.

* Ability to access and accurately input information using a moderately complex computer system.

* Ability to stand, walk and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations.

* Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.

* Ability to establish and maintain effective working relationships with associates, customers and patrons.