Front Desk Manager

Hyatt Hotels; Atlanta (GA); On-site; USD 45,000 - 65,000; Full time

Job summary

A leading hospitality company is seeking a Front Desk Manager to oversee operations at the Front Desk and ensure excellent guest service. The role involves managing staff, maximizing revenue, and maintaining high service standards. Ideal candidates will have significant hotel experience and strong leadership skills.

Qualifications

• 5 years of progressive hotel experience or equivalent education.
• Supervisory experience required.

Responsibilities

• Respond to guest requests and complaints efficiently.
• Manage payroll and employee scheduling.
• Ensure adherence to service standards.

Skills

Communication

Multitasking

Problem Solving

Education

2-year college degree

4-year degree

Tools

Windows

Spreadsheets

Word Processing

Job description

The Front Desk Manager is responsible for ensuring the smooth operation of the Front Desk, Concierge, and Uniformed Services/Transportation, providing attentive, friendly, efficient, and courteous service to guests throughout their stay. The role aims to maximize room revenue and occupancy.

Responsibilities

• Respond to guest requests, problems, complaints, and accidents with courtesy and efficiency, following up to ensure satisfaction.
• Motivate, coach, counsel, and discipline Guest Services personnel according to Highgate Hotel SOPs.
• Carry a cell phone at all times.
• Conduct interviews and follow hiring procedures for Guest Services staff.
• Develop employee morale and ensure proper training.
• Review daily status to maximize revenue and occupancy, including rate variance analysis and house count monitoring.
• Participate in daily and monthly Rooms Merchandizing meetings.
• Participate in the MOD program as scheduled.
• Manage payroll, employee scheduling, and billing to maximize revenue.
• Maintain SOPs related to purchasing, invoicing, and accounting.
• Ensure timely completion of Wage Progress, Productivity, and Forecast reports.
• Maintain professional relationships and open communication with all departments.
• Coordinate with Accounting on financial follow-ups.
• Operate and maintain the Front Office computer system and P.B.X. console according to SOPs.
• Ensure guest greeting and sign-off of Service Standards.
• Assist in revenue and occupancy forecasting.
• Handle messages, packages, and mail professionally and promptly.
• Maintain communication with Housekeeping, Reservations, and Credit departments.
• Operate radios professionally and ensure proper etiquette.
• Implement the hotel’s service philosophy.
• Ensure accurate cash handling and adherence to credit policies.
• Maintain attentive, friendly, helpful, and courteous interactions with guests, managers, and staff.
• Manage Lost and Found procedures and key control systems.
• Participate in monthly team meetings and focus on guest service and audit scores.
• Monitor VIP and special guest requests.

Qualifications

• At least 5 years of progressive hotel or related experience; or a 2-year college degree with 3+ years of experience; or a 4-year degree with at least 1 year of experience.
• Supervisory experience required.
• Proficiency in Windows, approved spreadsheets, and word processing.
• Valid driver’s license from the applicable state.
• Ability to work long and light hours as needed.
• Light work involving lifting up to 20 pounds occasionally and 10 pounds frequently.
• Maintain a warm, friendly demeanor at all times.
• Effective verbal and written communication skills.
• Ability to listen, understand, and clarify concerns.
• Ability to multitask and prioritize effectively.
• Attend all required meetings and participate in MOD coverage.
• Maintain personal appearance and grooming standards, including wearing nametags.
• Comply with hotel standards and regulations for safety and efficiency.
• Identify and implement solutions to productivity and problem areas.
• Handle problems proactively, maintaining confidentiality as necessary.
• Perform other duties as assigned by management.