Front Desk Manager
Residence Inn Andover Residence Inn Andover Andover, MA Andover, MA Full-time Full-time Estimated:
$38.
1K - $48.
2K a year Estimated:
$38.
1K - $48.
2K a year The Front desk Manager is responsible for ensuring the operation of the Front desk/Guest Services in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.
Responsibilities:
Respond to all guests' requests and complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner.
Follow up to ensure guest satisfaction.
Motivate, coach, counsel and discipline all Guest Services Develop employee morale and ensure training of Guest Services personnel.
Maximize room revenue and occupancy by reviewing status daily.
Analyze rate variance, monitor credit report and maintain close observation of daily house count.
Monitor selling status of house daily, i.
e.
flash report, allowances.
Participate in required M.
O.
D.
program as scheduled Review Guest Services staff's worked hours for payroll compilation and submit to General Manager on a timely basis.
Ensure that no-show revenue is maximized through consistent and accurate billing.
Maintain S.
O.
P.
's regarding Purchase Orders, vouchering of invoices and checkbook Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
Balancing and monitoring inventory.
Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.
O.
P.
's.
Ensure implementation of all policies and house rules.
Understand hospitality terms.
Ensure sign off of all Service Standards by Position for Guest Services staff.
Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
Must maintain constant communication with Housekeeping.
Coordinate all aspects of the ongoing implementation of the hotel's philosophy of service.
Ensure correct and accurate cash handling at the Front Desk.
Follow and enforce the hotel's credit policies.
Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
Establish and maintain key control system.
Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
Monitor all V.
I.
P.
's, special guests and requests.
Maintain required pars of all front office and stationary supplies.
Review daily Front Office work and activity reports generated by Night Audit.
Review Front Office log book and Guest Request log on a daily basis.
Qualifications:
At least 3 years of progressive experience in the hotel industry.
Supervisory experience required.
The ability to demonstrate exceptional Customer Service Skills.
Able to work long hours as sometimes required.
Maintain a warm and friendly demeanor at all times.
Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Attend all hotel required meetings and trainings.
Participate in M.
O.
D.
coverage as required.
Maintain regular attendance in compliance with the hotel's Standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
Must be able to understand and evaluate complex information, data, etc.
from various sources to meet appropriate objectives.
Must be able to maintain confidentiality of information.
Perform other duties as requested by Job Type:
Full-time
Benefits:
401(k) 401(k) matching Employee discount Paid time off Vision insurance Schedule:
10 hour shift 8 hour shift Day shift Evening shift Monday to Friday Weekends as needed Supplemental pay types:
Signing bonus Ability to commute/relocate:
Andover, MA 01810:
Reliably commute or planning to relocate before starting work (Required)
Experience:
Hotel
Experience:
2 years (Preferred) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
$38.
1K - $48.
2K a year Estimated:
$38.
1K - $48.
2K a year The Front desk Manager is responsible for ensuring the operation of the Front desk/Guest Services in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.
Responsibilities:
Respond to all guests' requests and complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner.
Follow up to ensure guest satisfaction.
Motivate, coach, counsel and discipline all Guest Services Develop employee morale and ensure training of Guest Services personnel.
Maximize room revenue and occupancy by reviewing status daily.
Analyze rate variance, monitor credit report and maintain close observation of daily house count.
Monitor selling status of house daily, i.
e.
flash report, allowances.
Participate in required M.
O.
D.
program as scheduled Review Guest Services staff's worked hours for payroll compilation and submit to General Manager on a timely basis.
Ensure that no-show revenue is maximized through consistent and accurate billing.
Maintain S.
O.
P.
's regarding Purchase Orders, vouchering of invoices and checkbook Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
Balancing and monitoring inventory.
Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.
O.
P.
's.
Ensure implementation of all policies and house rules.
Understand hospitality terms.
Ensure sign off of all Service Standards by Position for Guest Services staff.
Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
Must maintain constant communication with Housekeeping.
Coordinate all aspects of the ongoing implementation of the hotel's philosophy of service.
Ensure correct and accurate cash handling at the Front Desk.
Follow and enforce the hotel's credit policies.
Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
Establish and maintain key control system.
Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
Monitor all V.
I.
P.
's, special guests and requests.
Maintain required pars of all front office and stationary supplies.
Review daily Front Office work and activity reports generated by Night Audit.
Review Front Office log book and Guest Request log on a daily basis.
Qualifications:
At least 3 years of progressive experience in the hotel industry.
Supervisory experience required.
The ability to demonstrate exceptional Customer Service Skills.
Able to work long hours as sometimes required.
Maintain a warm and friendly demeanor at all times.
Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Attend all hotel required meetings and trainings.
Participate in M.
O.
D.
coverage as required.
Maintain regular attendance in compliance with the hotel's Standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
Must be able to understand and evaluate complex information, data, etc.
from various sources to meet appropriate objectives.
Must be able to maintain confidentiality of information.
Perform other duties as requested by Job Type:
Full-time
Benefits:
401(k) 401(k) matching Employee discount Paid time off Vision insurance Schedule:
10 hour shift 8 hour shift Day shift Evening shift Monday to Friday Weekends as needed Supplemental pay types:
Signing bonus Ability to commute/relocate:
Andover, MA 01810:
Reliably commute or planning to relocate before starting work (Required)
Experience:
Hotel
Experience:
2 years (Preferred) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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