Front Desk Manager

2520 Veterans Memorial DriveCape Girardeau, MO

We are seeking a friendly, energetic and dependable Front Desk Manager to join our team of professionals for the Tru by Hilton hotel in Cape Girardeau!

Starting Salary: $40,000 - $45,000 per year, based on experience

The scope of this position is to oversee the front office operations while ensuring guest satisfaction and revenue optimization through check in, check out and attentive coordination of hotel services for the guest.

Responsibilities of Front Desk Manager Include:

• Responsible for the interviewing, hiring, counseling and evaluation of all front office and reservations staff
• Training, evaluating and scheduling of Guest Service Representatives
• Supervise reservations, group information and functions
• Responsible for the weekly forecasting of rooms and revenue for all hotel departments.
• Assist in the budgeting process and help to ensure compliance.
• Participate in daily and weekly revenue meetings giving input and information
• Registers guest into the hotel in a prompt and courteous manner using up-selling techniques to maximize room rates; prepares for group check in and out, and VIP arrivals; becomes informed of events/functions in the hotel during the shift.
• Checks guests out of the hotel; processes customer payments according to established policies and procedures
• Respond to guest requests promptly
• Resolves minor guest complaints to the satisfaction of the customer
• Confirms guest reservations or coordinates with reservations
• Maintains the budget for the front desk by proper scheduling and ordering of appropriate office products as needed and budgeted for
• Assists in the interviewing and hiring of GSRs by screening applications, preparing behavioral interview questions, employment screening, reference checks and participating in the interview and follow up interview process.
• Prepare accurate and timely GSR evaluations and provide consistent feedback to GSRs performance
• Ensure GSR behavior is abiding to employee handbook
• Mentor, train and maintain consistency in knowledge of front office operations.
• Implement new programs and policies
• Spearhead and direct guest service action plans
• Communication with the revenue manager for revenue strategies
• Monitor selling strategies as communicated with the revenue manager
• Maintain department budgeted goals and expenses
• Balance sales daily
• Answer and assist with inquiries pertaining to hotel services
• Assist in scheduling and facilitating classes for all new hotel hires

Skills:

• Exceptional people/interactive skills
• Leadership/Supervisory abilities
• Strong communication skills and processes
• Capability of utilizing operating systems and computers
• Possess high level of energy, creativity and enthusiasm
• Excellent oral and written skills and communications

Education / Experience:

• High school diploma or equivalent
• Minimum of 3 years of guest service experience
• Minimum of 2 years of management experience
• Competent knowledge of all functions of the job with or without reasonable accommodations