Hotel Front Desk Manager

SpringHill Suites Charlotte City Center; Charlotte (NC); On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

Daily pay

Job summary

SpringHill Suites City Center in Charlotte, NC is hiring a Front Desk Manager. This full-time role requires availability for 7am-3pm, 3pm-11pm or 1pm-9pm shifts, weekdays and weekends.

The manager leads front desk operations, drives guest satisfaction, and ensures Marriott-brand standards are met. Experience with front desk teams and hotel systems is essential for success.

Qualifications

• Minimum of 4 years of Hotel Front Desk experience
• At least 2 years in a supervisory position
• Bachelor’s degree or equivalent combination of education and experience
• 1st, 2nd, 3rd shift flexibility required

Responsibilities

• Oversee front desk operations to ensure efficient guest registration and checkout
• Collaborate with AGM/GM to meet guest satisfaction targets
• Ensure compliance with policies, procedures and cash handling rules
• Train and supervise Front Desk staff and maintain communication across departments
• Respond to guest feedback and reviews within defined timeframes
• Review daily reports to maximize occupancy and revenue

Skills

Front Desk Management

Customer Service

Leadership

Interpersonal Skills

Problem Solving

Multitasking

Flexibility

Education

Bachelor’s degree or equivalent

Tools

FOSSE

PEP

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Hotel Front Desk Manager

Front Desk Management Full Time SpringHill Suites City Center, Charlotte, NC, US

Salary: $45,000.00 Annually

We offer Daily pay! Access up to 50% of your earned wages after every shift.

The SpringHill Suites by MarriottCharlotte City Center is hiring for an experienced Front Desk Manager. This is a full-time position and the person hired will need flexibility to work 7am-3pm, 3pm-11pm or 1pm-9pm; weekday and weekend availability is required.

POSITION SUMMARY

The Front Desk manager is critical to the universal success of the operations team. Primary responsibilities include but are not limited to ensuring consistent results that contribute positively to the success of the hotel and the department. These results will be obtained by accomplishing performance objectives linked to established revenue expectations, business effectiveness and delivering exemplary customer service. This position sets the tone for the entire guest experience and impacts the hotel’s branding efforts.

SUMMARY OF RESPONSIBILITIES

• Works side by side with front desk associates to ensure efficient guest registration, checkout, telephone service; and ensuring the overall guest experience meets the Marriott Brand Standards and SREE Hotel guidelines
• Works with the hotel AGM and GM to achieve and exceed guest satisfaction scores in all areas of the enterprise. Address any training or performance deficiencies in this area immediately
• Responsible for ensuring that the Front Desk is in compliance with all systems, control policies and procedures
• Carry out managerial responsibilities in accordance with the SREE hotel’s policies, procedures and applicable laws; remain Marriott BSA ready daily
• Drive team performance within GSS and GXP– Meeting all required thresholds set by Marriott and SREE.
• Act as a point of contact for guest feedback and complaints, striving to resolve issues in a timely and satisfactory manner.
• Respond to all guest reviews through GuestVoice and ALL social media platforms within 72 hours.
• Maximize room revenue and occupancy by reviewing daily financial reports. Analyze rate variance, monitor high balance guest and initiate appropriate action. Maintain continuous observation of the daily house count. Monitor available house inventory / selling status daily
• Review Front desk electronic pass-downs and track guest feedback surveys daily in addition to maximizing usage of the guest response tracking system; respond online within 72 hours of the notification without exception
• Ensure required reports are created and published in a timely manner; and of a quality that can be shared with senior management and corporate officers
• Supervise the training of all Front Desk employees and motivate them to perform their jobs effectively
• Checks cashiers in and out and verifies banks and deposits at the end of each shift. Enforces all cash-handling, check-cashing, and credit policies
• Develop and maintain open lines of communication within the department and with other departments within the property
• Schedule staff to reflect daily occupancy and make sure the schedule is concurrent with the arrival and departure pattern
• Participate in disciplinary action, coaching and counseling sessions and related personnel issues
• Updates group information. Maintain, monitors, and prepares group operational requirements based on the group’s BEO. Confirms and relays information to appropriate personnel

QUALIFICATIONS

• Minimum of 4 years of Hotel Front Desk experience, including at least 2 years in a supervisory position
• Previous Front Office Manager/Front Desk Manager experience is preferred
• Experience using hotel reservation system such as FOSSE or PEP is a plus
• Bachelor’s degree (B.A.) from four-year college or university; or two-year college degree or two years related experience or equivalent combination of education and experience
• Organization skills and attention to detail
• Friendly and customer service oriented
• Good interpersonal and problem-solving skills
• 1st, 2nd, 3rd shift flexibility is required

JOB SETTING AND PHYSICAL DEMANDS

Employees in this position work primarily indoors. To perform the job successfully the candidate must be able to use a computer and other standard office equipment, talk to customers on the phone, and maintain a calm attitude when dealing with customer issues. Employees must also be able to walk and stand for long periods of time. Fluency in the English language and the ability to speak, hear, read and write are required as is the ability to work any hours/days of the week necessary to meet business requirements.

DISCLAIMER

This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered under the Americans with Disabilities Act) expected of people assigned to this position. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. All employees may be required to perform activities outside of normal job responsibilities from time to time as needed.

EOE - All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, disability or veteran status.