Front Desk Manager

Job Summary

Required Qualifications

• •At least 5 years of progressive experience in a hotel or a related field
• •2-year college degree and 3 or more years of related experience
• •4-year college degree and at least 1 year of related experience
• •Supervisory experience
• •Proficiency in Windows operating systems
• •Proficiency in company approved spreadsheets
• •Proficiency in word processing
• •Valid driver's license from the applicable state
• •Ability to convey information and ideas clearly
• •Ability to evaluate and select among alternative courses of action quickly and accurately
• •Ability to work well in stressful high pressure situations
• •Ability to maintain composure and objectivity under pressure
• •Ability to be effective in handling problems in the workplace including anticipating preventing identifying and solving problems as necessary
• •Ability to assimilate complex information data etc from disparate sources and consider adjust or modify to meet the constraints of the particular need
• •Ability to be effective at listening to understanding and clarifying the concerns and issues raised by co-workers and guests
• •Ability to work with and understand financial information and data and basic arithmetic functions
• •Ability to understand hospitality terms
• •Ability to operate radios efficiently and professionally in communicating with hotel staff
• •Ability to ensure proper use of radio etiquette within the department
• •Ability to coordinate all aspects of the ongoing implementation of the Aimbridge Hospitality philosophy of service
• •Ability to ensure correct and accurate cash handling at the Front Desk
• •Ability to maintain and monitor Lost and Found procedures and policies according to Aimbridge Hospitality standards
• •Ability to establish and maintain key control system
• •Ability to focus the Front Desk Department on their role in contributing to the guest service scores
• •Ability to monitor all V.I.P's special guests and requests
• •Ability to maintain required pars of all front office and stationary supplies
• •Ability to review daily Front Office work and activity reports generated by Night Audit
• •Ability to review Front Office log book and Guest Request log on a daily basis
• •Ability to assist the General Manager and Engineering Department in implementing and maintaining emergency procedures
• •Ability to be familiar with all corporate sponsored programs such as airline mileage Triple Upgrade or V.I.P programs and the standards and procedures for each
• •Ability to maintain an organized and comprehensive filing system with documentation of purchases vouchering schedules forecasts reports and tracking logs
• •Ability to conduct meetings according to Aimbridge Hospitality standards as required by management
• •Ability to obtain all necessary information when taking room reservations
• •Ability to ensure logging and delivery of all messages packages and mail in a timely and professional manner
• •Ability to be aware of all rates packages and promotions currently underway
• •Ability to follow and enforce all Aimbridge Hospitality hotel credit policies
• •Ability to process and handle guest laundry (property specific)
• •Ability to ensure that employees are at all times attentive friendly helpful and courteous to all guests managers and other employees
• •Ability to maintain proper operation of the P.B.X console and ensure that employees maintain Aimbridge Hospitality S.O.P's in its use
• •Ability to monitor the process of taking reservations ensuring that Aimbridge Hospitality courtesy and up selling techniques are maintained
• •Ability to greet and welcome all guests approaching the Front Desk in accordance with Aimbridge Hospitality S.O.P's
• •Ability to ensure implementation of all Aimbridge Hospitality policies and house rules
• •Ability to operate all aspects of the Front Office computer system including software maintenance report generation and analysis and simple programming
• •Ability to work closely with Accounting on follow-up items i.e. returned checks rejected credit cards employee discrepancies etc
• •Ability to maintain a professional working relationship and promote open lines of communication with managers employees and other departments
• •Ability to ensure that Wage Progress Productivity and the Ten Day Forecast are completed on a timely basis according to Aimbridge Hospitality S.O.P's
• •Ability to maintain Aimbridge Hospitality S.O.P's regarding Purchase Orders vouchering of invoices and checkbook accounting
• •Ability to ensure that no-show revenue is maximized through consistent and accurate billing
• •Ability to prepare employee Schedule according to business forecast payroll budget guidelines and productivity requirements
• •Ability to present with Wage Progress Report to General Manager weekly
• •Ability to review Front Desk staff's worked hours for payroll compilation and submit to Accounting on a timely basis
• •Ability to ensure all end of the month report dates are met i.e. Central Reservations Market Segment AAdvantage Travel Agent check registers etc
• •Ability to be responsible for developing a manager as assigned by the Corporate Office including sign-off on all competencies and assist in his/her placement
• •Ability to supervise the Night Audit function and monitor the House Charge Worksheet and Flash Report for accuracy
• •Ability to participate in required M.O.D program as scheduled
• •Ability to attend monthly all-employee team meetings and any other functions required by management
• •Ability to attend weekly staff meeting and provide training on a rotational basis using steps to effective training according to Aimbridge Hospitality standards
• •Ability to ensure compliance to brand and company training using the steps to effective training according to Aimbridge Hospitality standards
• •Ability to motivate coach counsel and discipline all Front Desk personnel according to Aimbridge Hospitality S.O.P's
• •Ability to prepare and conduct all Front Desk interviews and follow hiring procedures according to Aimbridge Hospitality S.O.P's
• •Ability to conduct all 90 day and annual Front Desk employee performance appraisals according to S.O.P's
• •Ability to maximize room revenue and occupancy by reviewing status daily
• •Ability to analyze rate efficiency monitor credit report and maintain close observation of daily house count
• •Ability to attend all required Rooms Merchandizing meetings with all appropriate reports and documentation necessary to establish select sell guidelines and implement appropriate restrictions
• •Ability to ensure operation of the Front Office in an attentive friendly efficient and courteous manner providing all guests with quality service prior to and throughout their stay while maximizing room revenue and occupancy
• •Ability to work as much of each workday as is necessary to complete their job responsibilities
• •Ability to customarily and regularly direct the work of at least 3 full-time associates or their equivalents
• •Ability to perform administrative executive or professional tasks more than 50 percent of the time
• •Ability to use discretion and independent judgement more than 50 percent of the time