Front Desk Manager - Renaissance Indianapolis North

About Us:

At Pyramid Global Hospitality, people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships.   Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers.   Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences.   Check out this video for more information on our great company!

Location Description:

          At the Renaissance Indianapolis North we pride ourselves on being the best employer in the area. What sets us apart? Our culture, full benefit plans, including 401k with a company match and our lucrative bonus programs, to name a few. We are looking for talented people who have a genuine passion for service. Our Core Values involve personal development, people, and a desire for wanting them to succeed. We believe each member of our team has a key part to play in our delivery of outstanding service and memorable experiences for each guest. We want a hotel that people want to come to, not through. Find out today what a career with Pyramid Global Hospitality at the Renaissance Indianapolis North can mean for you!   The Renaissance Indianapolis North boasts 266 guest rooms, and 12,400 sq ft of event space. 

Overview:

$500 in sign on bonuses available ($250 paid after 30 days; $250 paid after 90 days) Bonus Eligible position Must have hotel experience in a managment/supervisor capacity.

 

$21.00/hr, 5 hours guaranteed overtime at $31.50/hour = $51,870/year

 

Please apply directly at careers-phg.icims.com/jobs  

 

Come work with the best at the Renaissance Indianapolis North Hotel! Now hiring an experienced Front Desk Manager to lead our amazing team of hotel professionals!   

 

Major Functions:
Supervises the front desk by directing and supervising Guest Service Agents to ensure the best possible guest satisfaction, employee morale, standards, training and profit.  

 

Essential Functions:
• Provides the highest quality of service to the customer at all times.
• Maintains and improves guest service and courtesy control programs. Accountable for GSS scores and improvement.
• Manages any guest problem or complaint in a professional and hospitable manner.
• Adheres to all work rules, procedures and policies established by the company, including but not limited to, those contained in the Pyramid Global Guidebook.
• Monitors and ensures compliance with all WHG Policies and Procedures and ensures adherence to the WHG Employee Conduct Policy.
• Wears proper uniform and name tag at all times in accordance with the Standards of Personal appearance.
• Monitors Front Desk Uniform standards.
• Ensures that the Front Desk area is maintained in a clean and orderly manner.
• Maintains adequate levels of Front Office supplies.
• Has a thorough knowledge of Property Management System and downtime procedures.
• Coordinates and creates schedules weekly based on the occupancy forecast and provides forecast of productivity index for the week which meets PI goal. Schedule is to be approved by Assistant Manager and posted on Wednesday each week.
• Have a thorough knowledge of Guest Service Satisfaction system and scores. Ensures scores are updated in the department and explained to all team members. Respond appropriately to any surveys assigned to you.
• Resolves Guest Challenges and takes appropriate action to ensure 100% Guest satisfaction.
• Attends weekly meeting (Staff meeting, GSS and other deemed necessary) to be informed of Hotel business and to inform othe department supervisors and managers of schedule needs.
• Participates in the hiring process.
• Completes all associates reviews accurately and timely per deadlines provided by Human Resources.
• Interprets job specifications to Front Desk staff and assigns duties.
• Initiates or suggests plans to motivate employees to achieve work-related goals.
• After service training, assists in ensuring staff continues to learn the importance of excellent service.
• Promotes teamwork and employee morale.
• Analyzes and resolves work problems or assist employees in solving work problems.
• Coaches and counsels employees to encourage positive behaviors and correct negative behaviors.
• Recommends or initiates personnel actions, such as promotions, transfers, discharges, and disciplinary measures.
• Interviews applicants, orients and trains new employees. Conducts ongoing training of all Front Desk employees to increase job knowledge and skill level.
• Conducts a monthly department meeting to review new procedures and solicits input from all employees.
• Computes time cards daily, monitors overtime (overtime should be approved by management). Inputs weekly payroll as required and properly store previous weeks’ time cards. Completes weekly progress report and reconciles with payroll register.
• Ensures that all employees are adhering to Front Desk credit policies and procedures to minimize bad debts and rebates.
• Completes shift end and period end tasks, including critique of cash over and short, and inventories.
• Ensures that every effort is made to attain the best possible average rate and room occupancy.
• Ensures that the Hotel is balanced daily and that discrepancies are communicated to Management and Bookkeeping. Checks to be sure counts are accurate and that proper departments are notified of selling status.
• Coordinates preparation of the weekly forecast and weekly work schedule and posts by Wednesday of each week.
• Has a sound knowledge of all emergency procedures.
• Interprets company policies and provides a safe working environment by ensuring compliance with safety programs.
• Acts as Manager on Duty and is responsible for the Hotel operation on a regular basis.
• Has a working knowledge of the maintenance and operating procedures of all departmental equipment.
• Monitors and critiques adherence to the established budget.
• Other duties as assigned of which the employee is capable of performing.

Qualifications:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using another combination of skills and abilities. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. Basic mathematical skills required. Ability to access and accurately input information using a moderately complex computer system. Ability to stand, walk and continuously perform behind the front desk. Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.    

 

Experience:
Two years combined prior front desk and supervisory experience preferred.

Grooming: All employees must maintain a neat, clean and well groomed appearance.  

Compensation Range:The compensation for this position is $22.00/Hr. - $22.00/Hr. based on qualifications and experience.