Front Desk Manager
Company: Comfort Inn & Suites
Location: Statesville
Posted on: November 20, 2023
Job Description:
FRONT OFFICE MANAGER
Front Office Manager supervises the front desk to ensure efficient
and profitable operation.
Responsible for training, scheduling and evaluation of front office
personnel while complying with brand standards and company
policies. The following reflects the essential job duties but does
not restrict tasks that may be assigned. Duties of this job may be
changed at management's discretion. Duties include:
- Sets the tone and example of guest service and guest
satisfaction for all colleagues
- Has specific responsibility for overseeing front desk
shifts
- Acts as liaison with clerks and General Manager concerning
front desk clerks
- Participates in hiring, managing, overseeing and training front
desk personnel
- Implements policies and procedures for front desk
- May schedule front desk personnel
- Check in guests in an efficient and friendly manner. Assures
that guest is assigned type of room requested and that the correct
rate is charged and issues guest keys
- Checks out guests at end of stay. Ascertains guest
satisfaction, collects keys, posts any late charges and presents
bill to guests. Accurately settles bill
- Ensures that check in and check out brand standard procedures
are followed
- Ensures that processes for brand point systems are
followed
- Handles incoming guest phone reservations
- Answers inquiries pertaining to hotel services; gives
entertainment suggestions and travel directions
- Handles all guest complaints or problems to exceed the guest
expectations
- Handles all guest service requests, makes changes as
necessary
- Monitors and responds to guests' comments on brand site and
third party sites
- Serves as hotel phone operator and directs all calls to proper
extensions and takes and delivers phone messages
- Keeps records of room availability and guest's accounts.
Operates front desk software
- Maintains a balanced cash/billing drawer
- Maintains and takes responsibility for all cash and credit card
transactions during working hours
- Completes any necessary accounts receivable and direct billing
tasks
- Welcome guests and respond to requests in a prompt and
professional manner
- Check the working condition of equipment and report to
supervisor all unsafe or malfunctioning equipment
- Uses suggested selling techniques to sell rooms and to promote
other services of the hotel
- Coordinates room status updates with housekeeping
department
- Knows how to use office equipment
- Knows all safety and emergency procedures
- Maintains awareness of all rates and competition
- Communicates with the previous and following shifts
- Print arrival list from booking.com and Expedia and ensure all
reservations are on Opera
- Ensures compliance with energy conservation and job safety
requirements
- Proactively maintain assigned areas and equipment
- Ensure efficient completion of daily assignments in a timely
manner
- Report all safety concerns to management
- Attend and participate in all mandatory trainings
- Flexible with schedule and assignments
- Maintain effective performance under pressure
- May perform similar duties as requested by supervisor
Requirements:
- Good customer service skills
- Ability to work independently and with others
- Good communication skills
- Ability to give and follow verbal and written instructions
- Attention to detail
- Ability to multi task
- Displays good initiative
- 2 years previous hotel experience
Keywords: Comfort Inn & Suites, Huntersville , Front Desk Manager, Executive , Statesville, North Carolina
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