Front Desk Manager

Description
Entry level leadership position that focuses on supporting the day-to-day activities of Rooms Operations of areas that include Housekeeping, Recreation. Laundry, Staff, andGuest Services. Position assists in working with employees to carry out guest arrival and departure procedures and to maintain the property’s cleanliness standards. Strives to ensure guest and employee satisfaction and achieve operating budget.

Core Competencies

Supervises front desk operations, ensuring smooth check-ins, check-outs, and guest service interactions.
Leads, mentors, and trains front desk staff to deliver exceptional customer service and adhere to brand standards.
Handles guest complaints and resolves issues promptly and effectively, ensuring guest satisfaction.
Manage reservations, room assignments, and inventory to maximize occupancy and revenue.
Ensures accurate cash handling and billing procedures are followed by all front desk staff.

Maintains a thorough knowledge of hotel services, local attractions, and directions to provide information to guests.
Collaborate with other departments (housekeeping, maintenance, etc.) to address guest needs and maintain hotel standards.
Monitors and evaluates team performance, providing feedback and coaching for improvement.
Implements and enforces hotel policies and procedures to ensure operational efficiency and compliance.
Operates and troubleshoots Hilton systems to manage guest information and hotel operations.
Participates in the hiring and performance review processes for front desk staff.
Directs the work of the front desk team, ensuring all tasks are completed efficiently and effectively.

Requirements
Physical Requirements

Ability to operate a computer and other office equipment.
Ability to lift up to 25 pounds occasionally.
Ability to stand for extended periods.