Front Desk Manager
Job Description Summary
Date: October 1, 2016 Dept./Division: Hotel Operations
Position Title: Front Desk Manager Reports To: GM or AGM
Loc. Number: Various Supervisor Title: GM or AGM
Location/Fl: Field Classification:
Employment Status: Full-Time/Part-Time Exempt:
Pay Rate: Hourly Non-Exempt: X
Basic Statement of Functions
Manages all aspects of the department including but not limited to operations, planning, budgeting, staffing and payroll.
Provides leadership and support to all front desk team members to ensure our high standards of excellence are adhered to. Will interact with housekeeping and maintenance departments to coordinate activates.
Make a connection with our guests and show them how important they are to us by taking time to acknowledge them in a friendly way.
Be helpful to our guests by being familiar with the hotel and the services offered as well as the local area.
Take ownership and play your part to get things done to make things easier for guests and your co-workers.
Job Specifications (Qualifications)
EDUCATION and/or EXPERIENCE:
High school diploma or general education degree (GED). One year Front Desk Agent or Night Auditor experience preferred; or equivalent combination of education and experience.
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Must speak, read, write and understand English.
Ability to add, subtract, multiply, and divide at 12th grade level.
Must have experience in the following software: MS Excel, MS Word, front desk system, and company computer based program, PDI.
Ability to apply commonsense understanding to carry out written or oral instructions.
CERTIFICATES, LICENSES, REGISTRATIONS:
Valid state driver's license.
Current CPR/First Aid Certification.
OTHER SKILLS and ABILITIES:
Must be in good health; able to smile and always be pleasant.
Must display a high degree of pride and integrity in job performance.
Must be able to learn and comprehend all company policies pertaining to his or her position and employment.
Must possess a high sense of confidence, poise, and possess a pleasant personality.
Must be a self-starter, have good judgment, and possess the quality of adaptability.
Must be mentally alert at all times.
Ability to operate computer, telephone, and facsimile machine with accuracy and speed.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
1.Manage and monitor the activities of the front desk team making sure they adhere the standards of excellence and to the guidelines set forth in our Operations Manual.
2.Effectively prioritizes, organizes, delegates, and follows up on shift tasks to be accomplished.
3.Responsible for accurate and effective completion of all paperwork.
4.Responsible for new employee training and orientation.
5.Performs check of audit reports as outlined in audit procedures.
6.Prepares and balances all shift reports required by management.
7.Performs check-in and check-out of guests. Posts payments and charges as necessary. Responsible for funds received.
8.Handles guest problems and complaints. Serves as information agent for hotel guests.
9.Responsible for accurate accounting of all guest rooms. Communicates pertinent information to co-workers and to management.
10. Communicates to subordinates and fellow staff members any problems, questions, and situations which may arise during shift, specifically in regard to procedures that are not being followed.
11. Make time to interact with guests, solicit feedback and build relationships.
12. Must have first-hand knowledge of the physical layout of the entire building.
13. Should be thoroughly familiar with all emergency procedures with regard to accident, fire, bomb threats, and illness of guests.
14. Responsible for answering the hotel switchboard in a timely, efficient, and courteous manner.
15. May be responsible for additional guest services, which may include airport transportation, minor maintenance, and additional room supplies.
16. May assist in hiring.
17. Other projects as assigned by General Manager.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to lift 10 lb. regularly and 30 lb. occasionally.
Ability to climb, stoop, bend, lift, and carry.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to work in an open office environment with frequent background noise.
Ability to work in an open environment with frequent interruptions and customer interaction.
Ability to work in pleasant but demanding atmosphere.
Disclaimer: The list of requirements, duties, and responsibilities is not exhaustive but is merely the most accurate list for the current job. Management reserves the right to revise the job description and to require that other tasks be performed when the circumstances of the job change ( for example, emergencies, changes in personnel, workload of technical development).
Prepared by: __________________________________________ Date: ____________
Supervisor reviewed: ___________________________________ Date: ____________
Final Review for File: __________________________________ Date: ____________
Town Pump, Inc.