Guest Experience Front Desk Manager

Plazahotelelpaso; Pittsburgh (Allegheny County); On-site; USD 42,000 - 62,000; Full time

Job summary

HHM Hotels is seeking a Front Desk Manager to lead front office operations and ensure exceptional guest service at our Pittsburgh property. You will actively participate at the front desk, train staff, and uphold brand standards while handling guest requests and resolving issues.

The role involves coordinating with the Assistant General Manager, monitoring guest satisfaction, and contributing to budgets and daily operations.

Responsibilities

• 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.

Job description

HHM Hotels is seeking a Front Desk Manager to lead front office operations and ensure exceptional guest service at our Pittsburgh property. You will actively participate at the front desk, train staff, and uphold brand standards while handling guest requests and resolving issues.

The role involves coordinating with the Assistant General Manager, monitoring guest satisfaction, and contributing to budgets and daily operations.