Front Desk Manager

Plazahotelelpaso; Philadelphia (Philadelphia County); On-site; USD 35,000 - 50,000; Full time

Job summary

Plazahotelelpaso in Philadelphia seeks a Front Desk Manager to oversee the front desk operations, ensuring compliance with hotel standards and high levels of guest service. The role includes training and managing staff, resolving guest complaints, and maintaining effective financial operations.

The ideal candidate will have 1 to 3 years of experience in hospitality, preferably in front desk operations, and be capable of leading a team while enhancing guest satisfaction.

Qualifications

• 1 to 3 years of hospitality-related experience, including front desk operations experience.
• Ability to manage guest service and operations effectively.

Responsibilities

• Interview, select, train, and coach front desk associates.
• Oversee front office operations and ensure guest satisfaction.
• Resolve guest complaints and conduct thorough research.
• Assist in financial operations and maintain compliance.

Skills

Guest service excellence

Staff management

Conflict resolution

Budget management

Education

Associate’s or Bachelor’s degree

Job description

Opportunity: Front Desk Manager

Manage front desk operations to ensure staff meets company operational standards while providing the highest level of guest service.

Potential Career Path

Front Office Manager – Rooms Division Manager – Assistant General Manager

Essential Job Functions

• Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.
• Oversee all front office operations in the absence of the Assistant General Manager.
• Remain an active participant at the front desk, including checking in/out guests, preparing bills and handling guest requests.
• Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions.
• Respond to brand Guest Alerts for resolution as needed.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Participate in lobby ambassador and other activities related to interacting with guests on an individual level. Thus creating a relationship and culture that will result in repeat stays.
• Assist in hotel food and beverage when needed, where applicable.
• Assist in monitoring of front office financial operations and ensurefront office compliance with accounting controls and procedures.
• Assist in development, implementation and monitoring of daily, weekly, monthly, and annual department-wide budgets and forecasts.
• Review correspondence from guests and incident logs; direct staff according to information obtained.
• Review all brand correspondence for updates to procedures and standards and ensure all is communicated to the staff.
• Ensure front office supplies and merchandise for the gift shop and or market are fully stocked, and inventory is maintained.
• Work with the Sales office to ensure group resumes and group rooming lists are inputted and maintained.
• Monitor occupancy of guest room space to ensure most efficient use and minimize overbooking.
• Follow sustainability guidelines and practices related to HHM’s EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Perform other duties as requested by management.

Position Requirements

• Associate’s or Bachelor’s degree preferred.
• 1 to 3 years hospitality related experience, including front desk operations experience.

Work Environment and Context

• Work schedule varies and may include working on holidays and weekends and alternate shifts.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It