Front Desk Manager

Embassy Suites Columbus, OH; Columbus (OH); On-site; USD 40,000 - 60,000; Full time

Job summary

A leading hotel is seeking a Manager on Duty to oversee front desk activities and manage the guest services team. The role involves staff training, maintaining service standards, and ensuring guest satisfaction during busy periods. Ideal candidates will have substantial hospitality experience and management skills.

Qualifications

• 3+ years’ experience in hospitality required.
• Management experience required.
• Customer service experience required.

Responsibilities

• Manage and monitor activities of all employees in the Front Office department.
• Schedule guest service team members according to labor standards.
• Conduct employee training and maintain a professional service-oriented environment.

Skills

Customer service

Attention to detail

Problem Solving

Education

3+ years' experience in hospitality

Management experience

Job description

This is a capital "D" desk job, not a small "d" desk job. This will require monitoring the front desk, pulling desk shifts in the slow season, working the desk when it is busy, being the Manager on Duty during the evening hours and working every Friday and Saturday night.

Primary Responsibilities

• Manage and monitor activities of all employees in the Front Office department, making sure theteam adheres to the established standards

• Schedule guest service team members according to labor standards and forecasted occupancy.

• Conduct employee training and development; assist in performance reviews and disciplinary action

• Conduct applicant screening and initial interviews of guest services applicants

• Maintain a professional and high-quality service-oriented environment at all times

• Act as manager on duty for the hotel, dealing with complaints, problem solving, disturbances,special requests and any other issues that may arise.

• Achieve budgeted revenues and expenses and maximizes profitability related to the guestservices department.

• Inform all Front Office staff of daily activities, group and VIP arrivals as well as special requestsand repeat guests.

• Check accommodations, making sure any special requests are carried out

• Manage the reservation function to maintain highest possible room occupancy and averagedaily rate through suggestive selling by employees.

• Greet guests upon arrival and ensure escort to accommodations, if appropriate.

• Track employee performance

• Work closely with the Housekeeping Department to improve guest services and foster cross-departmental communication.

• Maintain procedures for credit control and handling of financial transactions, security of monies,guest security and emergency procedures.

• Coordinate daily activities with hotel management team.

• Hold monthly department meetings, keeping staff informed of all activities in the hotel

• Other duties as assigned

Education/Experience

• 3+ years’ experience in hospitality required

• Management experience required

• Customer service experience required

• Experience handling cash and credit card procedures

• Attention to detail; Excellent personal hygiene and grooming

• Knowledge of the hotel layout, all amenities offered, and all procedures & organization.

• Knowledge of local geographic area knowledge, area businesses & services, majorhighway/street information, and community events & attractions.

Our company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.