Front Desk Manager

## Overview **Opportunity: Front Desk Manager** Manage front desk operations to ensure staff meets company operational standards while providing the highest level of guest service. **Potential Career Path** Front Office Manager – Rooms Division Manager – Assistant General Manager **Essential Job Functions** - Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values. - Oversee all front office operations in the absence of the Assistant General Manager. - Remain an active participant at the front desk, including checking in/out guests, preparing bills and handling guest requests. - Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions. - Respond to brand Guest Alerts for resolution as needed. - Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction. - Participate in lobby ambassador and other activities related to interacting with guests on an individual level. Thus creating a relationship and culture that will result in repeat stays. - Assist in hotel food and beverage when needed, where applicable. - Assist in monitoring of front office financial operations and ensure front office compliance with accounting controls and procedures. - Assist in development, implementation and monitoring of daily, weekly, monthly, and annual department-wide budgets and forecasts. - Review correspondence from guests and incident logs; direct staff according to information obtained. - Review all brand correspondence for updates to procedures and standards and ensure all is communicated to the staff. - Ensure front office supplies and merchandise for the gift shop and or market are fully stocked, and inventory is maintained. - Work with the Sales office to ensure group resumes and group rooming lists are inputted and maintained. - Monitor occupancy of guest room space to ensure most efficient use and minimize overbooking. - Follow sustainability guidelines and practices related to HHM’s EarthView program. - Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards. - Perform other duties as requested by management. **Position Requirements** - Associate’s or Bachelor’s degree preferred. - 1 to 3 years hospitality related experience, including front desk operations experience. **Work Environment and Context** - Work schedule varies and may include working on holidays and weekends and alternate shifts. - Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching. **What We Believe** People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It