Front Office Team Leader

The Front Desk Manager oversees the smooth operation of the front office, ensuring guest satisfaction and operational efficiency.

This entry-level management position is responsible for leading and supporting the front desk team in achieving daily shift requirements.

• Team Management: Utilize effective communication and interpersonal skills to lead, influence, and encourage team members; advocate sound financial and business decision making; demonstrate honesty and integrity.
• Mutual Trust and Respect: Encourage and build mutual trust, respect, and cooperation among team members.
• Role Modeling: Serves as a role model to demonstrate appropriate behaviors.
• Day-to-Day Operations: Support all day-to-day operations.
• Employee Development: Understand employee positions well enough to perform duties in employees' absence.
• Coaching and Counseling: Coach, counsel and encourage employees.
• Employee Questions and Concerns: Handle employee questions and concerns.
• Front Office Support: Support all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
• Shift Operations: Guide daily Front Desk shift operations.
• Performance Expectations: Communicate performance expectations to employees in accordance with job descriptions for each position.

• Quality Standards: Manage day-to-day operations, ensuring quality standards and meeting customer expectations on a daily basis.
• Goal Setting: Develop specific goals and plans to prioritize, organize, and accomplish work.
• Conflict Resolution: Handle complaints, settle disputes, and resolve grievances and conflicts, or otherwise negotiate with others.
• Department Meetings: Participate in department meetings and continually communicate a clear and consistent message regarding Front Desk goals to produce desired results.
• Service Performance: Strive to improve service performance.
• Staffing Levels: Supervise staffing levels to ensure that guest service, operational needs, and financial objectives are met.
• Training and Development: Train staff on adherence to all credit policies and procedures to reduce bad debts and rebates.
• Sales Procedures: Supervise same-day selling procedures to maximize room revenue and property occupancy.
• Financial Goals: Understand the impact of Front Desk operations on overall property financial goals and objectives.

• Customer Satisfaction: Provide services that are above and beyond for customer satisfaction and retention.
• Guidance and Feedback: Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Guest Relations: Set a positive example for guest relations.
• Empowering Employees: Empower employees to provide excellent customer service within guidelines.
• Guest Problems: Handle guest problems and complaints seeking assistance from supervisor as necessary.
• Feedback and Improvement: Interact with guests to obtain feedback on product quality and service levels.

• Project Implementation: Implement the customer recognition/service program, communicating and ensuring the process.
• Guest Recognition: Assist in the review of comment cards and guest satisfaction results with employees.
• Employee Supplies: Ensure employees have the proper supplies and uniforms.
• Guest Information System: Assist in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.

• Employee Development: Identify the developmental needs of others and coach, mentor, or otherwise help others to improve their knowledge or skills.
• Performance Management: Provide guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Feedback and Coaching: Provide feedback to individuals based on observation of service behaviors.
• Employee Recognition: Participate in an ongoing employee recognition program.
• Training and Development: Conduct training when appropriate.
• Performance Appraisals: Participate in the employee performance appraisal process.

• Information Sharing: Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Problem Solving: Analyze information and evaluate results to choose the best solution and solve problems.
• Communication: Inform and/or update the executives, the peers and the subordinates on relevant information in a timely manner.
• Front Desk Duties: Perform all duties at the Front Desk as necessary.
• Operations Understanding: Understand the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations.
• Loss Prevention: Comply with loss prevention policies and procedures.