Job Description

　　Position: Front Desk Manager

　　Location: Fort Myers, FL

　　Reports to: Front Office Manager

　　Status: Exempt

　　Job Summary:

　　The Front Desk Manager will be responsible for directly managing Front Office operations including the staff of Front Desk, AYS, and night audit. This individual will serve as a champion in driving a high level of service execution within the front office.

　　**Please note, Mainsail Lodging & Development is a drug-free workplace. Pre-employment screening, to include a background check is required for all candidates offered a position.

　　Essential Functions

　　Manages the properties unique arrival service strategy and execution through regular observation and interaction with the front office team

　　Ensures complete guest satisfaction and follows up on all escalated guest issues and concerns in a timely manner.

　　Manages and assists in the pre-arrival process to execute guest needs of transportation, airport transfers, room assignments, special requests, and billing requirements are met per hotel, company, and brand standards.

　　Maintains guest confidentiality by ensuring department team members maintain current with all property, company, and brand specified training and information

　　Actively engage guests in and promote hotel loyalty program including new guest program enrollments.

　　Serves as an Empower guest experience tool expert ensuring that guest preference and communication tools are utilized in accordance with property, company, and brand guidelines. Will also ensure all systems administrative tasks are executed in accordance with property, company, and brand guidelines.

　　Processes guest check-ins by confirming reservations, assigning room, and issuing and activating room keys

　　Responsible for serving as hotel property management system expert

　　Ensures proper protocol is maintained to promote a high degree of mobile check-in program execution

　　Ensures that front office staff is properly trained and executes against property empowerment guidelines.

　　Actively reviews, responds, and shares guest feedback derived from various guest feedback and social media platforms in accordance with property, company, and brand guidelines.

　　Strong communication with other departments (e.g., Engineering, Housekeeping) as necessary to resolve guest calls, requests, or issues.

　　Responds to guest requests or feedback and takes action to address any and all guest service issues.

　　Ensures full compliance of standards and the passing of department Quality Assurance items.

　　Trains and encourages staff to embody hotel culture and provide guests with the hotel’s story.

　　Recognizes and communicates to other departments any hotel VIPs and provides extra touches when warranted.

　　Provide local information for shopping, dining, nightlife, and recreational destinations.

　　Assists in the recruiting function for department including screening, interviewing, and hiring new employees.

　　Responsible for ensuring guest credit is procured and all accounting/cash procedures are followed by Front Office staff. Resolves guest accounting issues as needed.

　　Respond to and resolve all guest inquiries and/or opportunities utilizing appropriate empowerment guidelines.

　　Ensures that the front office team receives all group resumes and group details as it relates to key department functions

　　Provides ongoing training and feedback to staff via monthly department meetings, performance reviews, and one-on-one sessions.

　　Serves as property MOD in the absence of senior leadership

　　Report accidents, injuries, and unsafe work conditions and take action as needed; complete safety training and certifications.

　　Assists in establishing and maintaining a working relationship with key contractors and vendors

　　Ensures Front Desk staff adheres to hotel grooming guidelines.

　　Report any irregular behavior from guests in public areas and or in room.

　　Ability to take initiative and handle assignments with limited supervision.

　　Responsible for ensuring that department adheres to all HR policies

　　Follow all hotel policies and procedures as outlined in the team member handbook.

　　Maintain cleanliness and order of work area.

　　Any other duties requested by management.

　　Hotel Performance

　　Ensure successful performance assisting guests with an exceptional experience.

　　Qualification Standards

　　Education & Experience

　　2-year associates degree or higher preferred

　　Minimum 2 years Hotel Front Desk managerial experience

　　Excellent phone & customer service skills

　　Excellent communication skills, both verbal and written

　　Ability to use technology e.g. tablets, iPads

　　Physical Demands

　　Ability to sit or stand for extended periods of time

　　Ability to bend

　　Ability to lift, pull 40 lbs.

　　Ability to communicate clearly

　　Corrected vision to normal range

　　Ability to work long hours as needed

　　Mental Demands

　　Make sound judgments quickly

　　Work on multiple tasks, making appropriate progress towards deadlines

　　Able to work independently, take direction, and provide direction to others

　　Manage differing personalities within the office, the hotel, and the community

　　Maintain the highest degree of confidentiality

　　Ability to work effectively in stressful, high pressure situations

　　Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary

　　NOTICE: The hotel business functions seven days a week, 24 hours a day. All employees must realize this fact and be aware that at all times it may be necessary to move employees from their accustomed shift as business demands. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times.

　　We are an equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is our policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by federal state and/or local law.

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