Front Desk Manager

POSITION FOCUS: Assists in managing the execution of operations in the Front Office and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Monitors compliance with standards and procedures. Leads specific team while assisting with meeting or exceeding property goals. JOB RESPONSIBILITIES: Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service. Verifies that goals are being translated to the team as they relate to guest tracking and productivity. Understands employee and guest satisfaction results and developing game plans to attack need areas and expand on the strengths. Verifies that the team has the capabilities to meet expectations. Leads by example demonstrating self-confidence, energy and enthusiasm. Assists employees in understanding guests' ever-changing needs and expectations, and exceeding them. Assists in managing the execution of all operations in the Front Desk. Follows property specific second effort and recovery plan and understands the brand's service culture. Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters. Takes proactive approaches when dealing with employee concerns. Extends professionalism and courtesy to employees and guests at all times. Communicates/updates all goals and results with employees. Meets annually with staff on a one-to-one basis. Performs hourly job functions as needed. Performs other duties, as assigned, to meet business needs. Provides excellent customer service by being readily available/approachable for all guests and taking a proactive approach when dealing with guest concerns. Responds timely to customer service department request. Verifies that all team members meet or exceed all hospitality requirements. Verifies that a viable key control program is in place. Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement. Interviews and assists in making hiring decisions. Receives hiring recommendations from other team leaders. Verifies that orientations for new team members are thorough and completed in a timely fashion. Solicits employee feedback, utilizes an "open door" policy, and reviews employee satisfaction results to identify and address employee problems or concerns. Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs). Celebrates successes and publicly recognizes the contributions of team members. Responsible for room inventory management; aware of overbookings and balance room-types accordingly. Works with General Manager and Director of Sales on revenue management. Responsible for the ordering, inventory, presentation, and cleanliness of the Knight’s Korner retail store by the Front Desk. OTHER REQUIREMENTS: Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Follow all company policies and procedures. Maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers. Move, lift, carry, push, pull, and place objects weighing less than or equal to 30 pounds without assistance. Stand, sit, or walk for extended periods of time. Ensure a professional appearance, a clean uniform, and adherence to other company appearance standards. Availability to work flexible hours, late evening shifts, weekends, and holidays. Applicant Tracking Software by ExactHire: ej27op5nj6w9wygvwq64