Front Desk Manager
Role Overview
Oversees hotel front-office operations, primarily the reception area.
Supports efficient end-of-day procedures, accurate reporting, and overall front-desk management.
Key Skills for This Role
Full Job Posting
Role overview
Oversees hotel front-office operations, primarily the reception area.
Supports efficient end-of-day procedures, accurate reporting, and overall front-desk management.
Guest service and revenue
- Gather guest feedback and preferences and act promptly to enhance satisfaction.
- Implement approved upselling strategies to maximize room revenue and optimize room inventory, particularly during high occupancy.
- Promote and sell the loyalty program, food and beverage events, in-house facilities, and affiliate partnerships.
- Resolve guest complaints, requests, and queries promptly.
Team and controls
- Lead and mentor the team to meet guest-service and colleague-satisfaction standards.
- Align accounting and auditing practices with company and governmental requirements; conduct audits and review registration cards before forwarding them to accounts.
- Meet police requirements for guest information and minimize the risk of fines.
Safety and procedures
- Demonstrate proficiency in fire, emergency, and crisis-management procedures and ensure the team prioritizes guest and colleague safety.
- Follow organizational environmental, health, and safety policies and procedures.
Requirements
- Lead and mentor front-office colleagues to meet guest-service and colleague-satisfaction standards.
- Ensure end-of-day procedures are completed efficiently and reports are accurate.
- Follow company and governmental accounting, auditing, and guest-information requirements.
- Demonstrate proficiency in emergency procedures and crisis management.
- Adhere to environmental, health, and safety policies and procedures.
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