Front Desk Manager
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Key skills for this role
About the Role
Westin is seeking a Front Desk Manager to assist in overseeing front office functions, supervising staff, and ensuring efficient check-in/out processes. The role requires 2 years of experience in guest services or a related degree, with a focus on guest satisfaction and team management.
Key Skills for This Role
Responsibilities
- Assist the Front Office Manager in administering front office functions and supervising staff on a daily basis
- Manage day to day operations, ensuring quality, standards, and customer expectations are met
- Develop specific goals and plans to prioritize, organize, and accomplish work
- Handle complaints, settle disputes, and resolve grievances and conflicts
- Supervise staffing levels to ensure guest service, operational needs, and financial objectives are met
- Ensure regular ongoing communication with employees to create awareness of business objectives and communicate expectations
- Understand the impact of department’s operations on overall property financial goals and manage to achieve or exceed goals
- Supervise all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager
- Provide services that are above and beyond for customer satisfaction and retention
- Respond to and handle guest problems and complaints
- Empower employees to provide excellent customer service
- Observe service behaviors of employees and provide feedback
Requirements
- High school diploma or GED; 2 years experience in guest services, front desk, or related professional area
- OR 2 year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required
Full Job Posting
JOB SUMMARY
- Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient
CANDIDATE PROFILE
- High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
- OR 2 year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
CORE WORK ACTIVITIES
- Manages day to day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Ensures that regular on going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
- Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages and building mutual trust, respect, and cooperation among team members.
- Serving as a role model to demonstrate appropriate behaviors.
- Supervises and manages employees. Manages all day to day operations. Understands employee positions well enough to perform duties in employees' absence.
- Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
- Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.
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