Front Desk Manager

Job description

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 hotel’s 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. 60,000-75,000

This company is an equal opportunity employer.

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The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative – in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.