Front Desk Manager

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 HHMs 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

• Associates or Bachelors 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, reaching, stooping, kneeling, or crouching.

What We Believe

• People Are Our Capability
• Hearts That Serve
• Only Excellence
• Stay Nimble
• Own It