Front Desk Manager at Ashland Hills Hotel

Job Title: Front Desk Manager

Reports to: Director of Operations

Our team is dedicated to creating cherished memories by providing personalized service and genuine hospitality!

Duties and Responsibilities

• Manage the selection, training, and retention of front desk employees.
• Create schedules of the front desk staff and supervises workload during shifts.
• Evaluate the job performance of each front desk employee, ensuring all policies, procedures and best-practices are being followed with the highest efficiency, level of service and guest satisfaction.
• Verify that accurate room status information is maintained and properly communicated.
• Resolve guest issues, complaints and requests in a timely and pro-active manner that is satisfactory to both guests and the hotel.
• Update group information by maintaining, monitoring, and preparing group requirements and relays information to the appropriate personnel.
• Check cashiers in and out and verifies banks and deposits at the end of each shift.
• Enforce all cash-handling, check-cashing, and credit card policies.
• Hold regular staff meetings to keep staff up to date on all aspects of the latest information being shared throughout the organization.
• Establish standards for employee accountability and process for feedback, coaching and mentoring for staff and contact Human Resources as needed for support.
• Maintains company dress code and ensures all staff adheres to the policy at all times.
• Maximize room revenue and occupancy by reviewing status daily, maintaining close observation of daily house count and the average daily rate.
• Coordinate with the Housekeeping, Sales, Accounting and Maintenance departments regarding daily operations and guest room status.
• Operate all aspects of front desk computer system, including software maintenance, report generation and analysis, and simple configuration changes.
• Prepare revenue and occupancy forecasting.

• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Ensure that employees are, at all times, attentive, friendly and courteous to all guests, colleagues and members of our community.
• Monitor all VIP and special guest requests.
• Review daily activity reports generated by Night Audit.
• Daily review guest feedback and logbooks and respond efficiently and appropriately.
• Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports, and tracking logs.
• Make reservations from the internet and by phone and keep records of assignments and other registration-related information on the computer using the property management system.
• Answer guest questions about services, checkout times, the local community, or other matters of public interest.
• Provide luggage service when needed.
• Perform concierge duties when a guest has questions about area attractions.
• Willing to perform other job-related tasks that may not be included in this job description.

Qualifications

• Minimum 3 years’ experience as a Front Desk Agent and at least 1-2 years in a Front Desk Supervisor/Manager role (preferably with Neuman Hotel Group).
• Two-year degree preferred (ideally with a focus on hospitality).
• Must be highly motivated, solution-oriented, with strong initiative and desire for achievement.
• Must have a passion for genuine hospitality and a sincere desire to create cherished memories for our guests.
• Exceptional customer service skills required with an ability to handle oneself under pressure.
• Be proficient with property management systems (preferably Maestro PMS) to be able to check in, check out, make reservations, run daily reports and plan room assignments.
• Excellent computer skills and a strong understanding of accounting procedures are a must.
• Exceptional communication and presentational skills are required.
• Familiarity with yields management and cost controls.
• Must be able to work nights, weekends and holidays depending upon occupancy and time of year.
• Must be a leader, a driver and bottom-line oriented.
• A professional appearance and good personal hygiene must be maintained at all times.
• Must have excellent organizational and time management skills and be able to work independently and as a member of a team.
• Be able to stand for long periods of time (up to 5-8 hours)
• Knowledge of Southern Oregon and surrounding areas is preferred.
• Must be able to lift up to 50 pounds.