Job Description
Job Description
Position Summary:
The Front Desk Manager is responsible for overseeing all front desk operations, ensuring exceptional guest service, and maintaining efficient check-in and check-out procedures. This role involves training and supervising front desk staff, handling guest concerns, and collaborating with other departments to ensure smooth daily operations and a welcoming guest experience.
Key Responsibilities:
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Supervise, train, and schedule front desk staff to ensure professional and efficient service.
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Ensure all front desk procedures are followed accurately, including guest check-ins/outs, reservations, and billing.
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Monitor room availability and collaborate with housekeeping and maintenance to ensure readiness of rooms.
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Handle guest complaints or issues promptly, professionally, and with a guest-first mindset.
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Maintain knowledge of hotel rates, packages, promotions, and loyalty programs.
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Oversee cash handling and ensure proper accounting procedures are followed.
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Prepare daily shift reports and communicate key information to management.
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Coordinate with other departments (e.g., housekeeping, sales, and maintenance) to meet guest needs and resolve service issues.
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Manage inventory of front desk supplies and place orders as needed.
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Monitor guest satisfaction scores and implement service improvements when necessary.
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Ensure compliance with brand standards, safety protocols, and local regulations.
Qualifications:
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High school diploma or equivalent; hospitality or business degree preferred.
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2+ years of front desk or guest service experience in a hotel setting.
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1+ year of supervisory or management experience preferred.
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Proficiency in hotel property management systems (PMS) such as Opera, OnQ, ChoiceAdvantage, etc.
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Excellent communication, leadership, and organizational skills.
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Ability to work flexible hours, including nights, weekends, and holidays.
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Strong problem-solving abilities and a commitment to guest satisfaction.
Working Conditions:
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Fast-paced front desk environment with regular interaction with guests.
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Standing for extended periods.
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May involve occasional lifting of light objects (up to 25 lbs).
Company DescriptionHeritage Hotel Group. As sales associate, your responsibility will be to help market and book group bookings throughout out chain of hotels.
Company Description
Heritage Hotel Group. As sales associate, your responsibility will be to help market and book group bookings throughout out chain of hotels.