Front Desk Manager

Plazahotelelpaso; Tampa (FL); On-site; USD 45,000 - 60,000; Full time

Job summary

HHM Hotels seeks a Front Desk Manager to lead front desk operations, coach staff, and ensure exceptional guest service. This role emphasizes strong communication, issue resolution, and collaboration with Sales and F&B teams.

The ideal candidate will have hospitality experience, a degree is preferred, and a commitment to HHM's service standards. This on-site position requires flexibility with schedule and holidays.

Qualifications

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

Responsibilities

• Interview, select, train, schedule, coach and support associates per brand standards.
• Oversee front office operations in the absence of the Assistant General Manager.
• Handle guest check-in/out, billing and guest requests at the front desk.
• Resolve guest complaints with thorough investigation and effective solutions.
• Respond to brand Guest Alerts for resolution as needed.
• Strive to improve overall guest satisfaction scores across departments.
• Participate in lobby ambassador activities to engage guests and foster repeat stays.
• Assist in hotel food and beverage when needed.
• Support front office financial controls and accounting procedures.

Education

Associate's or Bachelor's degree preferred

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 ensure front 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

Source: HHM Hotels