Front Desk ManagerTitle: Front Desk Manager
Location: United States-Northwest-Alaska
Other Locations:
Chenega Commercial Holdings, LLC
Company Job Title:Front Desk Manager
Chenega Job Title:Front Desk Manager
Clearance:
Location: Quality Suites Convention Center
Reports To:Assistant General Manager
FLSA Status:Regular Full Time Salary Exempt
Prepared Date:10/11/2011
Approved Date:
Job CodeH1R2006 Front Desk Manager Quality Suites CCH
Summary
To oversee the operational activities of the hotel's front office hotel brand guidelines to provide the highest standards of courteous service while permitting acceptable profit levels. Provide leadership and direction during emergency and/or heavy hotel activity to resolve complications such as location changes or credit issues. Facilitate departmental meetings and training to effectively communicate pertinent information to assure guest satisfaction.
Essential Duties and Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
* Manage and motivate all Front Desk team members with daily supervision to include staffing, training, discipline, scheduling and visually monitoring performance to ensure adherence to all brand and service standards to provide guest satisfaction.
* Check and control room reservations, front desk systems, supply inventory, scheduling, forecasting and department budget to maximize revenue. Compile and prepare financial reports, including rate and availability calendar.
* Communicate with guests and team members both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work.
* Organize and conduct training and departmental meetings to disseminate pertinent information. Attend other hotel meetings as deemed necessary.
* Implement and monitor all hotel brand marketing programsMaintains an open door policy and monitors team member relations.
* Supervises the provision of the department safe, Front Desk daily cash drops, and bank reconciliation.
* Prepares weekly forecast of expected arrivals and form room inspections requiring: bending, stooping, reaching overhead and moving throughout guest floors.
* Assists in check in/check-out of guests or any related guest service forms other duties as necessary, such as Guest Service Agent, Reservationist, Night Auditor, Van Driver and Bellman in a friendly and courteous manner to ensure guest satisfaction.
* Participates in Manager on Duty program requiring weekend stay-over, constant monitoring throughout hotel and trouble-shooting any challenges that may arise.
* Ability to effectively deal with internal and external guests, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
* Advanced mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error
* Ability to analyze complex statistical data and make judgments accordingly.
* Thorough organization and supervisory skills to provide proficiency in completing tasks.
* Ability to listen effectively and to speak English clearly to communicate with guests and team members and prepare written complex reports of room availability and revenues generated.
* Hearing and visual ability to observe and detect signs of emergency situations and to access and accurately input information using a moderately complex computer system.
* Ability to develop subordinates to enhance advancement in the hotel and corporation
* .Ability to lift and transport items weighing up to 25 lbs.
* Other duties as assigned
Supervision
The Guest Service Agents and Night Auditors report directly to the Front Desk Manager. The FDM provides support to the Bell Captain/Bell Staff, Housekeeping Supervisor, and F&B Supervisor as directed by the Assistant General Manager.
Minimum Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Education and/or Experience
High School Diploma or GED required. College Graduate preferred and/or combination of gained work experience and related college courses. Minimum of one to two years experience as Front Desk Supervisor or other related managerial experience.
Computer Skills
Experience with MS, Windows, internet and hospitality applications preferred. Must be able to type 25 words per minute. Must have prior experience with MS Excel Spreadsheets and STAR Report.
Certificates, Licenses, Registrations, Clearance:
AK Drivers License with a clean driving record, CPR & First Aid Certification preferred.
Competencies- To perform the job successfully, an individual should demonstrate the following competencies:
Problem Solving- Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Written Communication- Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information in English.
Diversity- Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
Ethics- Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Strategic Thinking- Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
Planning/Organizing- Prioritize and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
Professionalism- Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Innovation- Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
Qualifications -To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Language Skills -Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, proposals, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public in English.
Mathematical Skills -Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Reasoning Ability- Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to question activities and issues in all functional areas and make sound business decisions based on that data.
Physical Demands -The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to stand and talk or hear. The employee is frequently required to walk; use hands to finger, handle, or feel and reach with hands and arms. The employee is required to stand for up to 8 hours at a time; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.
Work Environment -The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment.
During visits to areas of operations, may be exposed to extreme cold or hot weather conditions. Is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and loud noise.
Chenega Corporation is an EOE. AA/M/F/D/V. Native preference under PL 93-638. We participate in the E-Verify Employment Verification Program.
Minimum Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Education and/or Experience
High School Diploma or GED required. College Graduate preferred and/or combination of gained work experience and related college courses. Minimum of one to two years experience as Front Desk Supervisor or other related managerial experience.
Computer Skills
Experience with MS, Windows, internet and hospitality applications preferred. Must be able to type 25 words per minute. Must have prior experience with MS Excel Spreadsheets and STAR Report.
Certificates, Licenses, Registrations, Clearance:
AK Drivers License with a clean driving record, CPR & First Aid Certification preferred.
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