Front Desk Manager

Description

 ABOUT US 

Crystal Creek Hospitality is a collection of independently spirited and branded hotels focused on remarkable hospitality™. We see every day as an opportunity to enrich the lives of our employees, guests, and communities. Our vision, mission, values and commitments are at the core of every decision we make and every person we hire. No heroes, no egos–just a diverse group of individuals with solid relationships built on a foundation of trust that honors our employees, guests, and investors. 

OUR VALUES 

We Engage and We Listen 

We Care and We Own 

We Provide and We Ensure 

We Appreciate and We have Fun 

JOB OVERVIEW 

As the Front Desk 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 Crystal Creek Hospitality 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 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 
• Work seamlessly and communicate clearly cross-functionally 
• 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 Crystal Creek Hospitality Brand  
• Maintain a professional appearance and attitude at all times 
• Comfortable using Property Management Systems and other pertinent software as assigned 
• 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  
• Complete miscellaneous tasks as assigned 

Requirements

ESSENTIAL QUALIFICATIONS 

• Must have minimum of three-years front desk management/supervisory 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