Front Desk Manager

Summary of Position: This management position supports the Director of Hotel Operations by performing direct oversight of hotel front desk operations, including the Central Reservation Manager and other supervisory staff at the front desk. This position is primarily responsible for training and coordinating all staff involved in front office operations, including check-in / check-out, night audit, management of room inventory and guest relations. The Front Desk Manager implements the front desk and reservation policies and procedures. The position works closely with the sales team to help manage group reservations, to market hotel specials, and to optimize occupancy and room revenue for Land's End. All duties must be carried out in a professional, business-like manner with a commitment to exceeding guest expectations.

Essential Functions:

• Using delegation and approved job descriptions, build and maintain a strong team of Front Desk staff and reservationists, with emphasis on "managing the managers".
• Help the team fulfill Land's End's Mission to "Bring Joy to Our Customers Every Day."
• Assist with creating, revising and implementing all front desk policies and procedures.
• Train agents on all A-, B- and C-shift responsibilities, with emphasis on continued personal growth.
• Manage electronic door lock software, including editing clerk access and interrogating locks.
• Manage all travel agent reports and commission reports monthly.
• Understand all RoomKey software capabilities. Monitor software upgrades, including modification of clerk access, room rates, package elements, room blocks and corporate credit accounts.
• Perform guest services role by intervening to resolve guest requests and disputes.
• Produce weekly staffing schedules for approval in response to budget guidelines and occupancy.
• Attend staff and management meetings and provide updates to staff in person or virtually for those on night or days off. Solicit and convey feedback intended to improve front desk operations.
• Assist with Group or special event blocks (e.g. room assignments, pre-deposit allocation, cancellations or final payment reconciliation) as requested.
• Fulfill the role of Central Reservation Manager and Front Desk Agent as business demands. Work any shift that is needed as business demands.

Qualifications:

• Ability to lead, inspire, motivate, and to organize a team in the execution of their work.
• Ability to multi-task and perform well under pressure and in situations involving public interaction.
• Must have mastery of keyboard entry, typing, and computer desktop navigation.
• Ability to perform basic math; and to respond professionally in writing using the English language.
• Must be detail-oriented, able to work with others, and to maintain an organized and clean work area.
• Career development through AHLEI for Manager and staff.