Front Desk Manager - Holiday Inn Express Blowing Rock

Job Summary:
The Front Desk Manager is responsible for overseeing the daily operations of the front desk, ensuring that guests receive exceptional service from the moment they arrive until their departure. This role involves managing front desk staff, handling guest inquiries and issues, and maintaining efficient front office procedures to enhance the overall guest experience.

Key Responsibilities

1. Leadership and Supervision
• Lead, train, and supervise the front desk team, including receptionists, night auditors, and concierge staff, ensuring they deliver outstanding service to all guests.
• Develop and implement front desk procedures and standards to optimize efficiency and guest satisfaction.
• Conduct regular team meetings to communicate goals, provide feedback, and address any operational challenges.
• Oversee staff scheduling, ensuring adequate coverage for all shifts, including peak times and special events.
2. Guest Service Management
• Ensure that all guest interactions at the front desk are handled professionally, courteously, and efficiently.
• Address and resolve guest complaints or issues promptly, working to ensure a positive resolution and guest satisfaction.
• Monitor guest feedback, both online and in-person, to identify areas for improvement and implement corrective actions as needed.
• Ensure the front desk team is well-versed in hotel amenities, services, and local attractions to assist guests with their inquiries.
3. Front Office Operations
• Oversee the check-in and check-out processes, ensuring that all procedures are followed accurately and efficiently.
• Manage room assignments and coordinate with housekeeping to ensure rooms are ready for arriving guests.
• Monitor front desk operations to ensure smooth handling of reservations, payments, and guest inquiries.
• Implement and maintain front desk systems and software, ensuring that all staff are trained and proficient in their use.
4. Collaboration and Communication
• Work closely with other department heads, such as housekeeping and maintenance, to ensure seamless guest service and efficient hotel operations.
• Communicate effectively with the General Manager regarding the status of front office operations, including staffing, guest satisfaction, and any ongoing concerns.
• Participate in management meetings, contributing insights and recommendations to improve overall hotel performance.
• Coordinate with the sales and marketing team to manage group bookings, special requests, and VIP services.
5. Financial Management
• Manage front desk-related financial activities, including cash handling, billing, and reconciliation of daily transactions.
• Ensure that front desk staff adhere to established cash handling and credit card processing procedures.
• Monitor and control front desk expenses, working to maximize efficiency and profitability.
• Assist in the preparation of the front office budget, tracking expenses and revenues to ensure financial goals are met.

Other duties as assigned to meet the needs of the property. 

Qualifications:

• High school diploma or equivalent; a degree in hospitality management or a related field is preferred.
• Proven experience in a front desk or guest service management role, preferably within a hotel or hospitality environment.
• Strong leadership and team management skills, with a focus on training and staff development.
• Excellent communication and interpersonal skills, with a commitment to delivering exceptional guest service.
• Proficiency in front office software systems, including property management systems (PMS).
• Strong organizational and problem-solving skills, with the ability to handle multiple tasks simultaneously.
• Knowledge of local, state, and federal regulations related to front office operations. 

Working Conditions:

• Flexible working hours, including weekends and holidays.
• May be required to be on-call for emergencies or special events.
• Physical stamina is required for long periods of standing and interacting with guests. 

Benefits:

• Competitive salary.
• Employee discounts on hotel stays.
• Health and wellness benefits.
• Opportunities for career advancement within the hotel.

The statements in this job description are intended to represent key duties and the level of work being performed. They are not intended to be ALL responsibilities of the job.

Raldex Hospitality Services is an Equal Opportunity/Affirmative Action Employer, and encourages women, minorities, individuals with disabilities,

and protected veterans to apply.