front desk manager
Posted on
September 10, 2024
by
Employer details
cozy living suites usa inc
Job details
Job Summary:
The Front Desk Manager is responsible for overseeing the daily operations of the front desk, ensuring that all guests receive exceptional service from the moment they arrive until their departure. This role requires a strong leader who can manage and train the front desk team, handle guest inquiries and complaints, and ensure that the front desk operates efficiently and in alignment with hotel policies. The ideal candidate will have a passion for hospitality, excellent communication skills, and the ability to create a welcoming environment for both guests and staff.
Key Responsibilities:
- Team Leadership and Supervision:
Manage and oversee the front desk team, including hiring, training, scheduling, and performance evaluations.
Ensure the front desk is staffed appropriately at all times to meet guest needs.
Foster a positive and collaborative team environment, motivating staff to deliver their best performance.
- Guest Services Management:
Ensure that all guests receive prompt, courteous, and professional service.
Handle VIP guest requests, special reservations, and any escalated guest complaints or issues.
Monitor and improve guest satisfaction scores by implementing effective service strategies.
- Operational Oversight:
Oversee the check-in and check-out processes, room assignments, and reservation management.
Ensure accurate billing and payment processing, and resolve any discrepancies.
Collaborate with housekeeping, maintenance, and other departments to ensure rooms are ready for guests and any guest issues are promptly addressed.
- Staff Training and Development:
Develop and implement training programs to ensure front desk staff are knowledgeable and skilled in all aspects of their roles.
Conduct regular training sessions on hotel policies, guest service standards, and front desk procedures.
Provide ongoing coaching and support to staff, encouraging professional growth and development.
- Administrative Duties:
Prepare and analyze reports on front desk operations, including occupancy rates, revenue, and guest feedback.
Manage the front desk budget, ensuring that expenses are controlled and financial targets are met.
Maintain inventory of front desk supplies and ensure that all equipment is in good working order.
- Policy and Procedure Implementation:
Ensure compliance with hotel policies and procedures, including health, safety, and security regulations.
Develop and update front desk procedures to enhance efficiency and guest satisfaction.
Ensure all front desk activities adhere to legal requirements, including data protection and financial regulations.
- Technology Management:
Oversee the use of front desk technology systems, including property management systems (PMS), phone systems, and other software.
Troubleshoot any issues with front desk technology and coordinate with IT for repairs or updates.
Implement new technologies that enhance front desk operations and guest experiences.
- Customer Relationship Management:
Build strong relationships with guests, encouraging loyalty and repeat business.
Respond to online reviews and guest feedback in a professional and timely manner.
Develop and implement initiatives to enhance guest engagement and retention.
- Crisis and Emergency Management:
Lead the front desk team during emergency situations, ensuring the safety and well-being of guests and staff.
Coordinate with hotel security and management to handle critical incidents effectively.
Prepare and execute emergency procedures when necessary, including evacuations and guest communications.
- Collaboration with Other Departments:
Work closely with other department managers to ensure seamless hotel operations and a unified guest experience.
Participate in management meetings and contribute to hotel-wide initiatives and improvements.
Assist in the development and implementation of hotel-wide policies and procedures.
Work closely with housekeeping on dai
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LocationGuelph, ON
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Workplace information
On site
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Salary$19.23 to $22.00HOUR hourly
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Terms of employment
Full time
- Start date
Starts as soon as possible
- vacancies
1 vacancy
- Source
indeed.com
#9440973811
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