Front Desk Manager

• Closely monitor front desk operations including: reservations, check-ins, check-outs, upgrades, room moves, billing, and guest follow-up
• Manage front desk team, including, scheduling/breaks, training, performance management, hiring, termination
• Create weekly staffing schedule per guidelines in the Employee Policy Guide. Review and adjust staffing daily to ensure optimum staffing levels
• Adhere to staffing and budget guidelines
• Assist in budgeting and monthly planning
• Ensure all service standards are met and adhered to. Remain calm and alert, and resolve guest complaints within guidelines. Protect guest sentiment by representing and promoting the hotel and dealing positively with the public. Follow the LEARN model
• Work seamlessly and communicate clearly cross-functionally
• Promptly answers the telephone and email inquiries from internal and external communication streams. Inputs messages into the computer and advises other associates of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested
• Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. Promotes and administers Hotel Marketing programs, for arriving guests. Ensures guest knows location of room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest
• Monitor guest accounts and room inventory
• Educated and familiar with local and area recreational, dining, and cultural activities and attractions
• Aligned with the culture, values, goals and human resource programs of the Yarrow Group Brand
• Maintain a professional appearance and attitude at all times
• Comfortable using Property Management Systems and other pertinent software as assigned
• Greets customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.
• Oversee operation, inventory, and pricing at Lobby Market retail shop
• Assist in development and implementation of best practices, policies and procedures for Front Desk team
• Maintain a clean, neat and organized workstation and lobby area
• Maintain personal bank, house bank and operate cash register without error
• Complete miscellaneous tasks as assigned

• Must have minimum of three-years front desk experience
• Strong background of supervisory experience
• Possess excellent verbal and written communication skills
• Proven track record resolving guest problems and expediting solutions
• Understand daily hotel operations and systems
• Must read, write and speak the English language. Bi-lingual Spanish preferred
• Flexible schedule during high business volume

Bi-lingual Spanish

Medical, dental, vision, 401k with company match, paid time off, incentive program, transferable ski pass, & restaurant discount