Job Title: Front Desk Manager
Location: Holiday Inn Express, Destin, FL
Department: Front Office
Reports To: General Manager
Job Summary:
The Front Desk Manager is responsible for overseeing the daily operations of the front desk, ensuring that all guest services are delivered with exceptional hospitality and efficiency. This role involves managing a team of front desk agents, handling guest inquiries and complaints, and ensuring that all front desk processes comply with the hotel's standards, particularly utilizing the Opera Property Management System (PMS).
Key Responsibilities:
Guest Services Management:
Ensure that all guest check-ins, check-outs, and room assignments are handled efficiently and according to hotel policies.
Address and resolve guest complaints in a professional and timely manner, ensuring guest satisfaction.
Oversee guest services such as room service, concierge services, and luggage assistance.
Team Supervision:
Recruit, train, and supervise front desk staff, ensuring they are familiar with the Opera PMS and other relevant software.
Schedule shifts and manage staffing levels to ensure adequate coverage during all shifts.
Conduct performance reviews and provide feedback to staff, encouraging professional development.
Opera PMS Management:
Ensure accurate and timely data entry in the Opera PMS, including reservations, guest profiles, and billing information.
Monitor and manage room inventory, ensuring maximum occupancy and revenue.
Generate and review daily reports from Opera PMS, addressing any discrepancies or issues.
Financial Responsibilities:
Manage front desk budget, including payroll and supplies.
Oversee the processing of guest payments, ensuring compliance with hotel policies and procedures.
Handle cash and credit transactions, ensuring accuracy and security.
Communication and Coordination:
Act as a liaison between the front desk and other hotel departments, ensuring smooth communication and operations.
Coordinate with housekeeping, maintenance, and other departments to fulfill guest requests and resolve issues.
Communicate hotel policies, procedures, and promotions to guests and staff.
Compliance and Safety:
Ensure that all front desk activities comply with IHG standards and local regulations.
Maintain a safe and secure environment for guests and staff, adhering to health and safety protocols.
Handle emergency situations according to hotel procedures, including guest evacuations and medical emergencies.
Qualifications:
Education:
High school diploma or equivalent required; Bachelor's degree in Hospitality Management or related field preferred.
Experience:
Minimum of 3 years of experience in a front desk or guest services role, with at least 1 year in a supervisory or management position.
Proficiency in Opera PMS is required.
Skills:
Strong leadership and team management skills.
Excellent communication and interpersonal skills.
Ability to handle stressful situations with poise and professionalism.
Strong organizational and multitasking abilities.
Proficient in Microsoft Office Suite and other hotel management software.
Work Environment:
Ability to work in a fast-paced environment, handling multiple tasks simultaneously.
Flexibility to work various shifts, including evenings, weekends, and holidays.
Benefits:
Health Insurance:
Comprehensive health insurance plan, including medical, dental, and vision coverage, available to all full-time employees.
Supplemental Insurance:
Options for additional coverage, including life insurance, disability insurance, and accidental death and dismemberment (AD&D) insurance.
Vacation:
Paid vacation time, accrued based on years of service. Employees are encouraged to take time off to rest and recharge.
Sick Leave:
Paid sick leave is available for employees who need to take time off due to illness or medical appointments.
Additional Perks:
Employee discounts on hotel stays within the IHG network.
Opportunities for professional development and career advancement within the hotel and the broader IHG group.