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About the Role
The Front Desk Manager manages and coordinates the operations and activities of the front desk and lobby area and staff to achieve customer satisfaction, quality service, and compliance with established procedures and policies.
Responsibilities
- Organizes, directs, and monitors daily activities of front desk agents in duties and responsibilities of front desk, concierge, bell/valet, security, and night audit services
- Acts as a brand ambassador, representing the Indigo brand story and local information in appropriate uniform
- Directs, implements, and maintains service standards
- Maintains complete knowledge of daily house count, expected arrivals/departures, scheduled in-house group activities, all room rates, special packages, and promotions, communicating information to appropriate staff
- Monitors guest registration, check-out, and telephone service
- Develops, implements, and monitors department budget, managing expenses within approved budget constraints
- Develops, implements, and maintains programs and processes to enhance guest satisfaction and ensure front office operations are efficient and profitable
- Performs front desk agent responsibilities as needed to process guests expediently, including checking guests in, responding to questions, resolving problems/complaints, answering the telephone, making reservations, and checking guests out
- Ensures guests’ needs are fulfilled and their stay is pleasurable, assisting with dining, entertainment, or transportation reservations
- Assists front office staff with the resolution of guest problems/complaints
- Maintains thorough knowledge of hotel services, facilities, policies, and area attractions
- Monitors social media and travel sites for response and trends
- Prepares accurate and timely reports as required
- Hires, trains, supervises, motivates, and develops front office staff, managing schedules and workflow
- Assigns duties and monitors quality of work, assuring staff conforms to organizational policies, procedures, and safety regulations
- Provides day-to-day guidance and oversight of subordinates, actively working to promote and recognize performance
- Keeps up to date on overall team activities, identifying problem areas and taking corrective actions
- Performs other related duties as assigned by management
Requirements
- Proven leadership and business acumen skills
- Demonstrated proficiency in supervising and motivating subordinates
- Basic competence in subordinates’ duties and tasks
- Good judgement with the ability to make timely and sound decisions
- Excellent written and oral communication skills
- Bilingual skills a plus
- Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
- Acute attention to detail
- Strong organizational, problem-solving, and analytical skills
- Ability to manage priorities and workflow
- Proficient on Microsoft Office and brand internet platforms
- Excellent customer service skills
- Ability to understand and follow written and verbal instructions
- Professional appearance and demeanor
- Ability to effectively communicate with people at all levels and from various backgrounds
- Directly supervises employees within the department(s)
- Indirectly supervises employees within the department(s)
- Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws
- Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
- Continually required to stand, walk, bend, and reach
- Continually required to utilize hand and finger dexterity to operate a keyboard and office equipment
- Occasionally required to lift/push/carry items up to 25 lbs.
Skills
- Customer Service
- Teamwork
- Managing People
- Ethics
- Organizational Support
- Professionalism
Location
- Hotel Indigo FiDi - NEW YORK, NY
Work Type
- Full Time
Experience Level
- Four years of front desk related experience or equivalent
Education Level
- Bachelor’s degree or equivalent preferred
Salary/Compensations
- $75000.00 - $75000.00Salary/year
Benefits
- Medical, Dental, and Vision Insurance
- Voluntary Short-Term and Long-Term Disability
- Company paid Basic Life and AD&D Insurance
- 401(k) with Company match
- Paid Time Off and State required sick pay
- 8 Paid Holidays
- Hotel discounts by brand
About the Company
- Providence Hospitality Partners is based in Denver, Colorado, and founded in 2002.
- We strive to operate hotels where every guest wants to stay, every associate wants to work, and every investor wants to own.
- We encourage and support each associate to achieve clearly defined objectives, and we pursue a proactive position to enhance the wellbeing in our communities.
- We provide a corporate culture that values teamwork, a strong work ethic, service to others, and personal balance.