Front Desk Manager
On-siteColumbia, Maryland, United States
Job Summary
Manage Front Office staff by scheduling, training, coaching, and conducting performance reviews while resolving problems and recommending disciplinary actions. Champion the Front Desk process by checking guests in and out efficiently, pre-registering, blocking reservations, and managing cancellations according to hotel rate structures. Respond to customer concerns, inquiries, and complaints in a timely, professional manner, escalating issues as necessary or reporting to other departments. Implement brand programs to achieve service quality goals, communicate with sales staff to define strategies for improving occupancy and revenues, and prepare forecasts and reports to monitor results against budget projections. Monitor Front Office systems and equipment for optimum performance, order supplies as needed, and submit travel agent commission and brand frequent traveler program reports.
Required Qualifications
- Bachelor's or Associates degree in Hospitality, Business Administration, or a related field preferred
- 2+ years of experience as a Front Office Manager or Supervisor in an equivalent hotel
- Ability to work well in a team environment
- Ability to coach and lead a team effectively
- Working knowledge of related company and brand policies, procedures, and services
- General knowledge of other departments in the hotel, including basic operations, housekeeping, and food & beverage
- Customer oriented
- Exceptional problem-solving skills
- Strong time management
- Organization
- Ability to quickly build a relationship with interpersonal skills
- Strong written/verbal communication skills
- Proficiency with Front Desk computer systems
- Experience working with Word, Excel, and MS Outlook
Desired Qualifications
- Understanding of Light Speed is a plus
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