Front Desk Manager

Ensure guest service standards of the guest arrival, departure, and any other guest contact experience are met through

optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of

guest service scores and comments.

CANDIDATE PROFILE

Experience

Minimum of 2 years Front Desk experience in a leadership role.

High School Diploma or equivalent required, Associates Degree or higher degree preferred.

JOB ESSENTIALS

Item Example

People Foster a work environment where all team members have an opportunity to realize their full

potential; Shows genuine concern for the individual employee. Treats employees with tact,

cooperation, helpfulness and empathy; Consistently works to improve the performance of

subordinates and to prepare them for future growth.

Training All team members will receive extensive training and go through testing prior to being placed

into a role. Each team member must stay over and experience all areas of the hotel and go

through a checklist acknowledging they tried all of the hotels services. Team members must be

aware of the local area. All team members must complete the required brand training as per

brand requirements.

Communication / Follow Up In any hotel, communication is key. Team members must own any issues and a solid plan in

place for following up on guest requests as well as in house requests. (Upgrading VIP's,

handing out info to guests upon arrival in welcome packets, etc). The FOM should ensure all

group resumes are accessible and read and followed up on. Ensure timeliness to meetings.

Expense / Labor Controls /

Overtime

The FOM should stay within forecasted numbers in regards to departmental and labor expense.

Expenses should be flexed based upon demand. Overtime must be controlled. Plans

appropriate allocation of resources and assignments of staff Utilize labor reports.

Revenue Maximization It is crucial that the front desk team contributes to the sellout efficiency. It is up to the FOM to

ensure upsell/perfect sell programs are in place, hotel loyalty program enrollments, etc. The

front desk owns the hotel day of arrival. This will be measured via the daily revenue reports,

etc.

Guest Scores / Experience All scores pertaining to the front desk area should be at or above the brand average. In the

event the hotel is running above the brand average, the scores should be at or higher than the

previous years scores. All responses will be followed up on within brand guidelines. (Guest

assistance, SALT etc). Maintain TripleAAA 4 Diamond rating. Familiar with criteria.

QA Must ensure passing of brand QA. Ensure each team member is trained and SALT score is at or

above brand expectations for all items pertaining to the front desk / transportation, etc.

Safety Ensure you and the teams are certified in all applicable state and required safety certifications

(CPR, etc). In addition, ensure everyone is trained on Emergency procedures, where to find the

emergency manual, where to find various shut off valves, fire panel, etc. Ensure regular safety

checks of the shuttle.

Cleanliness Own / Maintain lobby appearance / PBX back Office at all times.

DOUBLETREE BY HILTON - HOUSTON GREENWAY PLAZA

Job Description

Other

Proficient with PMS system. Computer literacy and financial management a must.

Advanced knowledge of brand's reward program.

Able to handle cash and credit transactions.

Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy

to defuse anger and collect accurate information and resolve conflicts.

General knowledge of local area attractions and transportation.

Able to observe and detect signs of emergency situations. Able to remain calm and alert, during emergency situations and/or

heavy hotel activity, serving as a role model for clerks and other associates.

Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety

and health, wage and hour issues and labor relations, including, but not limited to the following statues and their comparable state

and local laws.

Able to establish and maintain effective working relationships with associates and customers.

Act as Manager on Duty per schedule.

Able to make sound business decisions and take action quickly based on previous experience and good judgment.

Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation

of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning.

Command of the English language both written and verbal.

Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being

applied.

Implement company and franchise programs.

Prepare forecasts and reports and assist in the development of the room's budget.