Front Desk Manager

Additional Information: This hotel is owned and operated by an independent franchisee Crystal Creek Hospitality. The franchisee is a separate company and a separate employer from Marriott International Inc. The franchisee solely controls all aspects of the hotels employment policies and practices including hiring firing discipline staffing compensation benefits and all other terms and conditions of employment. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International Inc.

JOB OVERVIEW
As the Guest Service Manager you are responsible for all aspects of the front desk operations including: reservations check-ins check-outs upgrades room moves billing and guest follow-up. You must maintain high standards in all aspects of internal and external service and embrace the Yarrow Group service culture. You will oversee the front desk team. You are responsible for providing support and ongoing training to build the skills and knowledge of your team. You must ensure you and your team members maximize the guest experience by achieving all service standards maintaining consistent quality of service exceeding expectations and efficiently completing departmental objectives.
ESSENTIAL QUALIFICATIONS
Must have minimum of three-years front desk experience
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. Bi-lingual Spanish preferred
Flexible schedule during high business volume
ESSENTIAL JOB FUNCTIONS
Closely monitor front desk operations including: reservations check-ins check-outs upgrades room moves billing and guest follow-up
Manage front desk team including scheduling/breaks training performance management hiring termination
Create weekly staffing schedule per guidelines in the Employee Policy Guide. Review and adjust staffing daily to ensure optimum staffing levels
Adhere to staffing and budget guidelines
Assist in budgeting and monthly planning
Ensure all service standards are met and adhered to. Remain calm and alert and resolve guest complaints within guidelines. Protect guest sentiment by representing and promoting the hotel and dealing positively with the public. Follow the LEARN model
Work seamlessly and communicate clearly cross-functionally
Promptly answers the telephone and email inquiries from internal and external communication streams. Inputs messages into the computer and advises other associates of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail packages and facsimiles or other special items for customers as requested
Completes the registration process by inputting and retrieving information from a computer system confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. Promotes and administers Hotel Marketing programs for arriving guests. Ensures guest knows location of room. Provides welcome packet containing room keys tokens of our appreciation gifts etc. to guest
Monitor guest accounts and room inventory
Educated and familiar with local and area recreational dining and cultural activities and attractions
Aligned with the culture values goals and human resource programs of the Yarrow Group Brand
Maintain a professional appearance and attitude at all times
Comfortable using Property Management Systems and other pertinent software as assigned
Comfortable using Property Management Systems and other pertinent software as assigned
Greets customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice listen to understand requests respond with appropriate action and provide accurate information such on outlet hours special VIP programs events etc.
Oversee operation inventory and pricing at Lobby Market retail shop
Assist in development and implementation of best practices policies and procedures for Front Desk team
Maintain a clean neat and organized workstation and lobby area
Maintain personal bank house bank and operate cash register without error
Complete miscellaneous tasks as assigned

PHYSICAL DEMANDS & WORK ENVIRONMENT
The physical demands & work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee is regularly required to stand; use hands to handle feel or finger; reach with hands and arms; talk or hear; and taste or smell. The employee frequently is required to walk and climb or balance. The employee is occasionally required to sit and stoop kneel crouch or crawl. The employee must regularly lift and/or move up to 10 pounds frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision distance vision color vision peripheral vision depth perception and ability to adjust focus.

STANDARD SPECIFICATIONS
Requirements are representative of minimum levels of knowledge skills and/or abilities. To perform this job successfully the incumbent will possess the abilities or aptitudes to perform each duty proficiently.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their direct report.

This document does not create an employment contract implied or otherwise other than an at will employment relationship.

Medical dental vision 401k with company match paid time off incentive program transferable ski pass & restaurant discount.

This company is an equal opportunity employer.

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