Front Desk Manager
Holiday Inn - Oceanside - Virginia Beach, VA

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The Front Desk Manager is responsible for the successful operation and administration of all front office departments to include: front desk, bell/door, PBX. The Front Desk Manager must ensure that the department is continually balanced while focusing on providing an exceptional experience to every guest and maximizing department profitability at the same time. The Front Desk Manager is responsible for ensuring that all front office operations are carried out professionally, to standards and at the highest level of service. The Front Desk Manager will achieve desired outcomes by planning, implementing and controlling effective departmental strategies that drive results and through the creation, development and maintenance of a competent, motivated and empowered front office staff. The Front Desk Manager will effectively lead, train, coach, motivate, engage and provide feedback to the front office staff, supervisors and managers on a daily basis. The Front Desk Manager will serve as the front office liaison to all other hotel departments.

JOB RANGE - ESSENTIAL FUNCTIONS MAY INCLUDE: • Create and execute innovative front office strategies that will drive the hotel to exceed guest satisfaction and revenues. • Work collaboratively with all members of the front office team in departmental planning, development and execution. • Ensure front office staff and management is properly trained to standards and able to carry out the operations of each department. • Work closely with department managers and supervisors to develop them both personally and professionally. • Ensure that all complaints regarding service and/or accommodations are investigated and resolved. • Monitor budgets and payroll records, and review financial transactions to ensure that expenditures are authorized and budgeted. • Establish standards for personnel performance and customer service. • Review work procedures and operational problems to determine ways to improve service, performance, or safety. • Organize and direct worker training programs, resolve personnel problems, hire new staff, and evaluate employee performance. • Provide Leadership / Mentoring to Front Office staff. • Maintain complete knowledge of all Front Office department policies/service procedures. • Maintain complete knowledge of: all hotel features and services, all room types, rates, special package and promotions, daily arrivals / departures / room availability, scheduled in-house group activities. • Complete daily walk-through of Front Office department areas observing the following and instruct designated personnel to rectify any organization deficiencies: • Staffing - numbers, appearance, attitude • Operational cleanliness and maintenance • Service - appearance, merchandising, attitude • General crispness, quality and consistency of operation • Storage areas - organization, cleanliness, inventories and care of equipment • Review and respond to daily operational demands as it relates to the hotel. • Prepare weekly, monthly, quarterly and yearly departmental financial and payroll forecasts. • Monitor security of public areas of the hotel. • Establish par levels for supplies and equipment. • Provide training, development, professional discipline, and positive support for all department employees to ensure qualitative standards and growth, depth and development. • Create and maintain a quality, professional work environment. • Administer performance evaluations for all departmental employees. • Anticipate guests’ and employees’ needs and respond promptly. • Promote positive guest relations at all times. • Conduct pre-shift meeting to review information pertinent to day’s business. • Facilitate departmental strategic planning meetings.

Job Requirements

POSITION REQUIREMENTS BY COMPETENCY ATTRACTS, RETAINS & DEVELOPS TALENT - • Actively assists direct reports in the identification of their training and development (T&D) needs for current and future positions. • Mutually identifies appropriate T&D strategies. • Motivates direct reports to grow personally and professionally. • Provides the time and resources for direct reports to undergo identified T&D. • Provides subtle pressure when direct reports are reluctant to develop themselves. • Provides regular feedback on performance. • Provides and arranges on-the-job training and coaching. • Is actively engaged in attracting talent to the organization. • Retains talent in area through providing appropriate training and recognitions. • Low turnover in area.

COMMUNICATION SKILLS - • Memos, letters, emails, reports, etc. are correctly spelled and grammatically well structured. • Information is logically sequenced with appropriate content. • Speaks well and clearly in a motivating style. • Presentation skills are strong. • Expresses views in a clear, logical manner which captures interest and gains support. • Provide clear instructions. • Clarifies and paraphrases effectively to ensure understanding. • Is an effective listener. • Speaks with authority and conviction. • Questions are appropriate, timely, and asked in a non-threatening manner. • Comfortable in communicating with all levels of management. • Communicates well with customers, suppliers and stakeholders. • Shows assertiveness without being aggressive. • Participates actively in meetings and group discussions. ASSOCIATE SATISFACTION - • AOS scores at or above company goal. LEADERSHIP SKILLS - • Has a proven track record as a leader. • Colleagues look to him/her for guidance and advice. • Is self-confident and leads with authority. • Gains the respect of those he/she manages. • Has a strong vision for the future of his/her team. • Gathers direct reports behind him/her to achieve the company and unit vision. • Coaches others in day-to-day activities. • Is a mentor for younger workers. • Is fair and forthright. • Inspires others to do the best job they can. • Takes charge of difficult situations. • Leads by example. • Fosters good morale within the team. • Is skilled at gaining “buy-in” at all levels of the organization. • Recognizes and rewards excellent performance. • Provides constructive criticism when necessary. • Has the courage of his/her convictions. • Is not afraid to make difficult or unpopular decisions if necessary.

FINANCIAL APPTITUDE - • Effectively manages to budget. • Ensures that operating expenses are in line to budget. • Productivity and payroll are managed well. • Finds ways to minimize costs without jeopardizing quality. TEAMWORK - • Is committed to the team and its goals. • Works well across teams and communicates with stakeholders well. • Develops and maintains productive working relationships within the team. • Treats team-mates with dignity and respect. • Shares decision-making among all team members. • Builds consensus and shares relevant information. • Respects views of team-mates having different perspectives. • Maintains a friendly and pleasant demeanor. • Is viewed by others as approachable and having a positive outlook. • Fills in for or assists team-mates when necessary. • Helps the team work and grow as a cohesive unit. • Helps build team pride and enthusiasm.

PERFORMANCE MANAGEMENT - • Reviews are well written and thoughtful. • Conducts reviews on time in accordance with company policy. • Sets realistic yet stretching objectives and targets. • Establishes appropriate procedures to measure and monitor work performance of employees. • Provides formal and informal feedback on performance on an ongoing basis. • Recognizes and rewards good performance. • Does the necessary coaching, counseling and disciplining where performance or work behavior is not up to standard. • Ensures that direct reports understand and support the Performance Management System and the way it is executed. ENSURE QUALITY STANDARDS ARE EXCEEDED - • QA scores at or above brand standard. • Guest complaints are minimal. • Consistency in service delivery of all areas of accountable is maintained. • GSI scores for areas of accountability at or above brand standard. • Ensures ease of Check Out and Check In for guests. • Ensures that associates are always 'on stage.' • Ensures that quality standards and operating procedures are consistently demonstrated by staff.

TECHNOLOGICAL COMPETENCE - • Keeps an open-mind in respect of technical approaches to (assist in) getting the job done. • Always seeks opportunities to lower input costs through technical innovations. • Explains complex technical processes in an easy-to-understand way. • Is patient with those who are “technologically challenged”. • Is highly competent in using job-relevant technology and systems. CUSTOMER SERVICE / FOCUS - • Builds effective guest rapport and relationships. • Excels at qualifying and anticipating guest needs. • Shows energy and enthusiasm in satisfying customer needs. • Balances guest requests with organization interests. • Consistently provides excellent customer support and follow-up. • Responds to guest inquiries and complaints promptly. • Provides valuable feedback to management on customer demands. • Maintains room inventory status for high level of guest satisfaction. SKILLS & ABILITIES Education &Experience: Associate’s degree in a related field from an accredited university/college or culinary school plus at least three (3) years of related experience; or high school diploma or equivalent plus at least five (5) years of related experience; or any equivalent combination of education and experience that provides the above skills, knowledge and abilities. Computer Skills: Computer skills required. Familiarity with Microsoft Office preferred. Experience with hotel information systems is required.

About this company
Stay where the action is. The Holiday Inn Oceanside Virginia Beach is located right in the center of the oceanfront strip. The best...