Front Desk Manager

Ontario Trillium Foundation; Colorado Springs (CO); On-site; USD 21,000 - 34,000; Full time

Benefits offered by this job

Competitive hourly pay

Leadership development programs

Hotel discount programs

Job summary

Homewood Suites in Colorado Springs is seeking an experienced Front Desk Manager to lead the team, deliver exceptional guest experiences, and support successful hotel operations.

The ideal candidate is a hands-on hospitality professional who collaborates with the General Manager to drive performance, uphold brand standards, and create a welcoming environment where guests and associates feel at home.

Qualifications

• Hospitality leadership experience
• Strong guest service focus
• Ability to train and develop staff

Responsibilities

• Assists in training new associates and newly promoted associates.
• Plans, schedules, assigns, directs, and reviews associate’s work.
• Conducts or assists in conducting staff meetings.
• Adheres to all franchise and company procedures and regulations as well as standard operating procedures.
• Assists General Manager with counseling associates.
• Fulfills Manager on Duty shifts.
• Assists and/or leads revenue management with the implementation and execution of programs to ensure room occupancy and ADR objectives are met.
• Strives to increase guest satisfaction by delivering improved service through staff development and quality image.
• Addresses complaints and resolves problems promptly; develops alternatives as needed.
• Assists in developing goals, policies, procedures, and priorities for the area.
• Performs QA requirements for areas of responsibility.
• Understands and implements Brand service culture.
• Ensures orientation for new team members is thorough and timely.
• Helps team understand guest service results and follows up with improvement plans.
• Assists GM in budgeting and capital expenditure planning.
• Oversees operational activities to maximize revenue and guest experience.
• Ensures a viable key control program is in place.
• Remains visible and approachable to guests.
• Extends professionalism and courtesy to guests at all times.
• Encourages staff to solve guest and associate concerns.
• Develops cross-training opportunities.

Job description

SUMMARY:

We are seeking an experienced and energetic Front Desk Manager to help lead the team at Homewood Suites. The ideal candidate is a hands‑on hospitality professional who is passionate about delivering exceptional guest experiences, developing associates, and supporting successful hotel operations. This position works closely with the General Manager to drive performance, maintain brand standards, and create a welcoming environment where guests and associates feel at home.

Benefits:

• Competitive hourly pay
• Leadership development programs
• Hotel discount programs

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Assists in training new associates and newly promoted associates.
• Plans, schedules, assigns, directs, and reviews associate’s work.
• Conducts or assists in conducting staff meetings.
• Adheres to all franchise and company procedures and regulations as well as standard operating procedures.
• Assists General Manager with counseling associates.
• Fulfills Manager on Duty shifts.
• Assists and/or leads revenue management with the implementation and execution of programs to ensure that the hotel’s room occupancy and Average Daily Rate objectives are met.
• Strives to increase the level of guest satisfaction by delivery of an improved product through employee development and quality image.
• Addresses complaints, identifies and resolves problems in a timely manner; may develop alternative solutions; uses reason when dealing with emotional topics and/or situations.
• Assists in the development and implementation of goals, policies, procedures, and priorities relating to the area(s) of responsibility.
• Performs quality assurance (QA) requirements for areas of responsibility.
• Thoroughly understands and implements the Brand service culture.
• Ensures orientation for new team members is thorough and completed in a timely manner.
• Assists team members in understanding guest service results; develops and follows-up on plans for improvement and expands strengths.
• Assists the GM in developing the hotel budget and capital expenditure plans.
• Assists the GM in directing and overseeing all operational activities and departments in the hotel to maximize revenue and to deliver a positive experience and provide exceptional customer service for guests.
• Ensures a viable key control program is in place.
• Remains highly visible and be readily available and approachable for all guests.
• Extends professionalism and courtesy to guests at all times.
• Takes initiative to offer assistance or answer questions throughout the hotel.
• Assists supervisors in understanding associate’s needs and expectations and how to communicate with and motivate associates.
• Creates a hotel environment that emphasizes motivation, empowerment, teamwork and a passion for providing exceptional service.
• Leads by example demonstrating self-confidence, energy and enthusiasm.
• Sets clear expectations for team members; communicates goals and results; recognizes good team and individual performance on a continuous basis.
• Encourages staff to solve guest and associate related concerns.
• Develops cross-training opportunities.
• Networks during breakfast (and/or Wednesday evening social event, when applicable) hours to assist in uncovering new and repeat business needs.