Front Desk Manager

Cape Resorts Group; Cape May (NJ); On-site; USD 45,000 - 60,000; Full time

Job summary

Cape Resorts Group in Cape May, NJ, seeks a Front Office Manager on Duty to ensure seamless guest check-in/out, exceptional service, and supervision of front desk, valet, bell staff, and concierge.

You will manage schedules, monitor PMS systems, upsell room types, handle guest issues, and coordinate with other departments to maximize revenue and guest satisfaction. A Bachelor’s degree and 2–4 years supervisory experience are preferred.

Qualifications

• Bachelor’s degree preferred.
• Two to four years’ experience in front office/guest services, including supervisory experience.
• Extensive knowledge of hotel front desk operations and PMS systems.

Responsibilities

• Oversee front desk operations and staff, including valet, bellman, and concierge.
• Write schedules for departments within budgeted goals.
• Ensure accurate check-in/check-out and payment processing.

Skills

Front desk supervision

Guest services

Team leadership

Communication skills

Basic computer skills

Education

Bachelor’s degree

Tools

Maestro

Fetch

OpenTable

Job description

Position Overview: Accountable for the effortless and seamless movement of guests in and out of the hotel. Responsible for providing exceptional levels of guest service throughout the entire guest stay. Act as Manager on Duty.Supervisory Responsibilities: Front Desk agents and support staff as needed including Valets, Bellman, MOD, and Concierge.These duties may be described as, but not limited to:Responsible for the hiring, training, and direction of all department employees.Ensure that all front office quality standards are complied with, and that policies and procedures are consistently followed.Responsible for monitoring PMS system and other interfaces to be certain that they are functioning properly and in good working order. Maintain contact with service providers and emergency telephone numbers.Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.Supervise the activities and the service levels of the telecommunications as applicable.Ensure that the Valet and Bell team follow all quality standards, policies, and procedures.Write schedules for all departments adhering to budgeted goals.Ensure efficient guest registration, check-in/out and telephone service.Interact with guests as needed; resolve all complaints in a timely and professional manner.Capitalize on all revenue opportunities, including walk-ins, upsell of room types and length of stay.Accountable to make sure that all front desk agents process credit cards and cash transactions accurately. Ensure that all deposits are managed correctly.Follow through with all messages to be certain that they are delivered on a timely basis. Maintain par inventory of all front office supplies.Ensure that the dress code is always complied with.Identify strengths and weaknesses of front desk operations and ensure timely completion of performance appraisals.Attend regular department meeting and update front staff with current communications bulletins.Organize front desk reference information to ensure that clerks have at their disposal current activities and events in the community.Maintain a neat and efficient office environment.Other duties as assigned.Required Knowledge, Skills, Abilities:Requires effective communication skills, both verbal and written.Most tasks are performed in a team environment with employee acting as team leader.Must possess basic computer skills.Knowledge of Maestro, Fetch, and OpenTable operating systemsMinimum Qualifications:Bachelor’s degree preferred.Two to four years’ experience in front office/housekeeping/guest services, including at least one year’s supervisory experience required.Extensive knowledge of the hotel, its services, and facilities.Ability to input and access information in the property management system, Maestro preferred.This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.