Front Desk Manager

Hotel Terra & Teton Mountain Lodge

JOB SUMMARY

Ensure that all operational objectives are met daily.  Meet and exceed all departmental financial responsibilities.  Provide the highest level possible of guest relations and customer service. Salary starting at $55k/ year, based on experience! 

RESPONSIBILTY

Oversee the responsibilities of the Front Office. Maintain high standards in all aspects of internal and external service and embrace the Hotel Terra & Teton Mountain Lodge service culture.  Promote, develop and maintain unity and teamwork throughout the department. Actively participate in all aspects of Front Office operations, including assisting in check in, check out, and reservations. Communicate with guests in a professional, courteous and helpful manner.  Manage Front Office team to maximize the guest experience, exceed expectations and efficiently complete daily departmental objectives.

JOB DUTIES

• Drive the department to maximum effectiveness. Closely monitors day-to-day operations.
• Stand behind and enforce company policies, set the example of commitment, teamwork, excellent work ethics, positive attitude, flexibility and diversity.
• Ensure all service standards are met and adhered to. Facilitate consistent quality of service to exceed guest expectations. Maintain and manage the proper practice of standard operating procedures.
• Monitor and respond aptly to guest feedback, including guest resolution of problems or complaints and escalation of “glitches” as necessary.
• Develop guest service programs and SOPs to support them. Maintain procedures to ensure appropriate attention and service for designated VIP guests.
• Support and build skills and knowledge of staff. Provide ongoing training of any procedural changes that may arise. Ensure cross training in procedures and customer service in all Front Office departments.
• Make sure all employees receive orientations, training, on-the-job training, and timely performance evaluations.
• Encourage and recognize all staff in their role. Delegate responsibilities and monitor progress on various tasks.
• Supervise the performance, attendance, appearance, and conduct of Front Office staff.
• Give feedback to and coach all Front Office staff on productivity and customer service. Take disciplinary action as needed, following established policies.
• Oversee all department schedules, daily time cards, bi-weekly payroll and labor management.
• Work with Director of Rooms to recruit, select, and hire for Front Office positions.
• Make recommendations for pay increases, expenditures and scheduled labor hours. Adhere to staffing, budget guidelines. Assist Director of Rooms in monthly planning.
• Oversee all Front Office financial responsibilities. Ensure company standards and financial objectives are met.
• Work with Sales, Engineering, Housekeeping and Food & Beverage to maximize guest satisfaction.
• Regularly inspect public areas and guestrooms.
• Always keep work area neat and clean.
• Act as an ambassador for Hotel Terra & Teton Mountain Lodge to the local, regional, national and international community.
• Is aligned with the culture, values, goals and human resource programs of Hotel Terra & Teton Mountain Lodge.
• Attend weekly departmental meeting as necessary.
• Provide information and corresponds with other properties as needed.
• Always maintain a professional appearance and attitude.
• Support Hotel Terra & Teton Mountain Lodge environmental commitments by having the knowledge, skills and values to be a leader in the global goal of “greening” the hospitality industry.
• Watch for safety hazards and report them immediately.                                                                         

MINIMUM REQUIREMENTS

• Must have minimum of two years Front Office supervisory experience.
• Require a strong background of supervisory experience.
• Possess excellent verbal and written communication skills.
• Proven track record resolving guest problems and expediting solutions.
• Understand daily hotel operations and systems.
• Must read, write and speak the English language.

PHYSICAL REQUIREMENTS

• Able to lift at least 50lbs.
• Constant walking.
• Occasional standing, bending and sitting.

Employees must fulfill their performance standards for this position and comply with the policies, rules and procedures of Hotel Terra & Teton Mountain Lodge, including those set out in the employee handbook or otherwise communicated (verbally or in writing) to employees.  The job description is intended to describe the general nature and work responsibilities of the position.  The job description and duties of this position are subject to change, modification and addition as deemed necessary by Hotel Terra & Teton Mountain Lodge. Employees are required to comply with supervisory instructions and perform other job duties, responsibilities and assignments requested by Supervisors, Managers or other Hotel Terra & Teton Mountain Lodge officials.