Front Desk Manager

FRONT DESK MANAGER, FRONT OFFICE

SUMMARY

The front desk manager is responsible for the management of all aspects of the front office in accordance with Taj standards. Directs, implements, and maintains a Forbes Five Star service, management, and leadership philosophy, which serves as a guide to respective staff.

JOB DESCRIPTION

• Maintain complete knowledge always of:
• All hotel features and services as well as hours of operation
• All room types, numbers, layout, décor, appointments and location
• All room rates, special packages and promotions
• Daily house count and expected arrivals / departures
• Room availability status for any given day
• Review daily arrivals to ensure proper handling of VIPs and Return Guests, groups, etc. and to escort VIPs and Return Guests to their rooms.
• Supervision of Front Desk agents ensuring the smooth flow of operations
• Ensure SOP’s are adhered to and system in place to monitor it daily
• Ensure Front Desk agents are constantly reminded of the Taj Standards and Forbes Five Star Standards
• Responsible to ensure guest comment cards with negative feedback are followed up on with the guest and staff where applicable
• Counsel and ensure accountability of team; always keeping moral high
• Ensure relevant training for the department is carried out and completed
• Communicate with Executive Team and Head of Department on a daily basis to review business status and ensure effective handover of operation and follow up items
• Handle disciplinary problems and counsel employees according to hotel work rules and standards
• Monitor the staff interaction with guests, ensuring prompt and courteous service; resolve all discrepancies and glitches
• Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to Forbes Five Star standards
• Responsible to ensure important information is shared daily with the entire team and the managers.
• Display creativity and take initiative to improve the operation.
• Work with and assist all other department as necessary with their job functions to ensure complete and optimum guest satisfaction
• Communicate closely with accounting for any issues related to finance
• Handle guest complaints according to standards ensuring guest satisfaction
• Foster and promote a cooperative working climate with team members to maximize productivity and ensure positive employee moral

JOB REQUIREMENTS

• A minimum of 3 years of front desk management experience
• Experience in the luxury hotel market is preferred
• Degree in Hospitality Management is a plus
• Prior experience in a union environment highly preferred
• Strong leadership and customer service skills is necessary
• Previously demonstrated leadership skills supporting a diverse team focusing on achieving excellence, interdepartmental teamwork, and exceptional customer service
• Must be a creative and effective leader and team player, possessing a high degree of professionalism, energy, and determination
• Must be able to work in a fast-paced environment; all shifts including overnights
• Excellent communication skills, both written and oral
• Results oriented with the ability to adapt to the challenges of a continually evolving workforce, while remaining flexible and working under pressure
• Ensure a safe work environment is always maintained and that all team members are committed to working safely

Compensation: $85,000