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Front Desk Manager

Company: Renaissance Indianapolis North
Location: Carmel
Posted on: November 18, 2023

Job Description:

Overview$54,340/year$500 in sign on bonuses available ($250 paid after 30 days; $250 paid after 90 days)Bonus Eligible positionMust have hotel experience in a managment/supervisor capacity Come work with the best at the Renaissance Indianapolis North Hotel! Now hiring a Front Desk Manager to lead our amazing team of hotel professionals! Major Functions: Supervises the front desk by directing and supervising Guest Service Agents to ensure the best possible guest satisfaction, employee morale, standards, training and profit. Essential Functions:

  • Provides the highest quality of service to the customer at all times.
  • Maintains and improves guest service and courtesy control programs. Accountable for GSS scores and improvement.
  • Manages any guest problem or complaint in a professional and hospitable manner.
  • Adheres to all work rules, procedures and policies established by the company, including but not limited to, those contained in the WHG Employee Handbook.
  • Monitors and ensures compliance with all WHG Policies and Procedures and ensures adherence to the WHG Employee Conduct Policy.
    • Wears proper uniform and name tag at all times in accordance with the Standards of Personal appearance.
    • Monitors Front Desk Uniform standards.
    • Ensures that the Front Desk area is maintained in a clean and orderly manner.
    • Maintains adequate levels of Front Office supplies.
    • Has a thorough knowledge of Property Management System and downtime procedures.
    • Coordinates and creates schedules weekly based on the occupancy forecast and provides forecast of productivity index for the week which meets PI goal. Schedule is to be approved by Assistant Manager and posted on Wednesday each week.
    • Have a thorough knowledge of Guest Service Satisfaction system and scores. Ensure s scores are updated in the department and explained to all team members. Respond appropriately to any surveys assigned to you.
    • Resolves Guest Challenges and takes appropriate action to ensure 100% Guest satisfaction.
    • Attends weekly meeting (Staff meeting, GSS and other deemed necessary) to be informed of Hotel business and to inform othe department supervisors and managers of schedule needs.
    • Participates in the hiring process. Understands the Gallup process and standards.
    • Completes all associates reviews accurately and timely per deadlines provided by Human Resources.
    • Interprets job specifications to Front Desk staff and assigns duties.
    • Initiates or suggests plans to motivate employees to achieve work-related goals.
    • After service training, assists in ensuring staff continues to learn the importance of excellent service.
    • Promotes teamwork and employee morale.
    • Analyzes and resolves work problems or assist employees in solving work problems.
    • Coaches and counsels employees to encourage positive behaviors and correct negative behaviors.
    • Recommends or initiates personnel actions, such as promotions, transfers, discharges, and disciplinary measures.
    • Interviews applicants, orients and trains new employees. Conducts ongoing training of all Front Desk employees to increase job knowledge and skill level.
    • Conducts a monthly department meeting to review new procedures and solicits input from all employees.
    • Computes time cards daily, monitors overtime (overtime should be approved by management). Inputs weekly payroll as required and properly store previous weeks' time cards. Completes weekly progress report and reconciles with payroll register.
    • Ensures that all employees are adhering to Front Desk credit policies and procedures to minimize bad debts and rebates.
    • Completes shift end and period end tasks, including critique of cash over and short, and inventories.
    • Ensures that every effort is made to attain the best possible average rate and room occupancy.
    • Ensures that the Hotel is balanced daily and that discrepancies are communicated to Management and Bookkeeping. Checks to be sure counts are accurate and that proper departments are notified of selling status.
    • Coordinates preparation of the weekly forecast and weekly work schedule and posts by Wednesday of each week.
    • Has a sound knowledge of all emergency procedures.
    • Interprets company policies and provides a safe working environment by ensuring compliance with safety programs.
    • Acts as Manager on Duty and is responsible for the Hotel operation on a regular basis.
    • Has a working knowledge of the maintenance and operating procedures of all departmental equipment.
    • Monitors and critiques adherence to the established budget.
    • Other duties as assigned of which the employee is capable of performing.ResponsibilitiesThe individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using another combination of skills and abilities. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. Basic mathematical skills required. Ability to access and accurately input information using a moderately complex computer system.Ability to stand, walk and continuously perform behind the front desk.Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated. Experience: Two years combined prior front desk and supervisory experience preferred. Grooming: All employees must maintain a neat, clean and well groomed appearance. PI286526339231-25448-33268172

Keywords: Renaissance Indianapolis North, Carmel , Front Desk Manager, Executive , Carmel, Indiana

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