Front Desk Manager - Franchised

Job description

Additional Information: This hotel is owned and operated by an independent franchisee, Mansa 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.

 

ESSENTIAL FUNCTIONS

• Monitor Guest Services staff to ensure that all procedures are being adhered to as established by management, and brand standards including maintaining proper procedures, up selling guest rooms to achieve overall revenue goals for the hotel, and reviews the hotels daily arrival and departure patterns to assure the hotel is properly set up for the days 3 shifts. As necessary, step into any operating department and delegate or physically participate in duties essential to expediting problems and delays most effectively. Utilize computer system to access and input information. Activities involve lifting and or moving heavy objects, walking/standing for long periods and working in undesirable conditions. (See abilities).

• Maintains Guest Service Agent Team Schedule to assure proper coverage of trained individuals is assigned for all shifts of the Front Desk and Breakfast Bar Area. Is readily available or communicates alternate coverage of shifts when needed.  

• Inspect all physical aspects of the hotel's appearance on a continual basis in accordance with standards established by hotel management. Inspections require, but not limited to, bending, stooping, reaching, climbing and kneeling. Immediately report all safety hazards or items in need of attention to appropriate departments.

• Respond to hotel emergencies immediately in a calm and effective manner consistent with hotel emergency procedure policy. Response could involve, but is not limited to running up/down 12 flights of stairs past and around obstacles. Color vision is critical in determining nature of the alarm.

• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve any problems that may arise. Maintain a professional appearance and demeanor at all times. Remain calm and alert especially during heavy hotel activity involving working rapidly and effectively under time pressure for 10 consecutive hours.  Maintains a Daily Communication Log for Hotel issues to be addressed and communicated to all shifts and to the General Manager.

• Handle noise complaints, credit problems, employee conflicts, guest relocation, and rejection of undesirable in conjunction with hotel security force utilizing diplomacy and good judgement.

Other:

Regular attendance in conformance with the standards, which may be established by Mansa Hospitality and hotel, from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. Upon employment, all employees are required to fully comply with Mansa Hospitality and hotel rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

SUPPORTIVE FUNCTIONS:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.

• Act on behalf of the General Manager when the General Manager is not on Property and Communicate Directly to the General Manager all Key issues important to the success of the hotel property.

• Greet and escort VIP guests to accommodations.

• Handle cash.

• Handle security dispatch/guest hotline calls as required in order to accommodate guests in a timely manner.

• Inspect guest rooms in order to inventory specific amenities, and to ensure standard compliance.

• Compile reports regarding hotel incidents, accidents, etc.

• Perform any other tasks as directed by management including but limited to ensuring the lobby area, front desk area is cleaned and presentable at all time, helping with laundry duties and when needed housekeeping when in a slack time period, helping and setting up meeting rooms, guest reception, breakfast.

Must have 3+ years working in a hotel.

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Ability to use computer keyboard, telephone, and electronic equipment to meet requests effectively.

• Ability to communicate all significant incidents/accidents in clear English language, utilizing excellent business writing skills.

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to diffuse anger and collect accurate information and professionally resolve problems.

• Considerable knowledge of all departments' functionality, hotel facilities/services, as well as city and current events.

• Excellent verbal communication skills.

• Good hearing and visual ability in order to detect signs of emergency.

 

This company is an equal opportunity employer.

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