We’re looking for enthusiastic, fun, and energetic people who take the work seriously, but not themselves. Let’s see if we’re a fit. We hope so.
 The Front Desk Manager will be responsible for directly managing Front Office operations including the staff of Front Desk, AYS, and night audit. This individual will serve as a champion in driving a high level of service execution within the front office.

Position: Front Desk Manager

Location: Fort Myers, FL

Reports to: Front Office Manager

Status: Exempt

Job Summary:

The Front Desk Manager will be responsible for directly managing Front Office operations including the staff of Front Desk, AYS, and night audit. This individual will serve as a champion in driving a high level of service execution within the front office.

Essential Functions

Manages the properties unique arrival service strategy and execution through regular observation and interaction with the front office teamEnsures complete guest satisfaction and follows up on all escalated guest issues and concerns in a timely manner.Manages and assists in the pre-arrival process to execute guest needs of transportation, airport transfers, room assignments, special requests, and billing requirements are met per hotel, company, and brand standards.Maintains guest confidentiality by ensuring department team members maintain current with all property, company, and brand specified training and informationActively engage guests in and promote hotel loyalty program including new guest program enrollments.Serves as an Empower guest experience tool expert ensuring that guest preference and communication tools are utilized in accordance with property, company, and brand guidelines. Will also ensure all systems administrative tasks are executed in accordance with property, company, and brand guidelines.Processes guest check-ins by confirming reservations, assigning room, and issuing and activating room keysResponsible for serving as hotel property management system expertEnsures proper protocol is maintained to promote a high degree of mobile check-in program executionEnsures that front office staff is properly trained and executes against property empowerment guidelines.Actively reviews, responds, and shares guest feedback derived from various guest feedback and social media platforms in accordance with property, company, and brand guidelines.Strong communication with other departments (e.g., Engineering, Housekeeping) as necessary to resolve guest calls, requests, or issues.Responds to guest requests or feedback and takes action to address any and all guest service issues.Ensures full compliance of standards and the passing of department Quality Assurance items.Trains and encourages staff to embody hotel culture and provide guests with the hotel’s story.Recognizes and communicates to other departments any hotel VIPs and provides extra touches when warranted.Provide local information for shopping, dining, nightlife, and recreational destinations.Assists in the recruiting function for department including screening, interviewing, and hiring new employees.Responsible for ensuring guest credit is procured and all accounting/cash procedures are followed by Front Office staff. Resolves guest accounting issues as needed.Respond to and resolve all guest inquiries and/or opportunities utilizing appropriate empowerment guidelines.Ensures that the front office team receives all group resumes and group details as it relates to key department functionsProvides ongoing training and feedback to staff via monthly department meetings, performance reviews, and one-on-one sessions.Serves as property MOD in the absence of senior leadershipReport accidents, injuries, and unsafe work conditions and take action as needed; complete safety training and certifications.Assists in establishing and maintaining a working relationship with key contractors and vendorsEnsures Front Desk staff adheres to hotel grooming guidelines.Report any irregular behavior from guests in public areas and or in room.Ability to take initiative and handle assignments with limited supervision.Responsible for ensuring that department adheres to all HR policiesFollow all hotel policies and procedures as outlined in the team member handbook.Maintain cleanliness and order of work area.Any other duties requested by management.

Hotel Performance

Ensure successful performance assisting guests with an exceptional experience.

Qualification Standards

Education & Experience

2-year associates degree or higher preferredMinimum 2 years Hotel Front Desk managerial experienceExcellent phone & customer service skillsExcellent communication skills, both verbal and writtenAbility to use technology e.g. tablets, iPads

Physical Demands

Ability to sit or stand for extended periods of timeAbility to bendAbility to lift, pull 40 lbs.Ability to communicate clearlyCorrected vision to normal rangeAbility to work long hours as needed

Mental Demands

Make sound judgments quicklyWork on multiple tasks, making appropriate progress towards deadlinesAble to work independently, take direction, and provide direction to othersManage differing personalities within the office, the hotel, and the communityMaintain the highest degree of confidentialityAbility to work effectively in stressful, high pressure situationsAbility to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary

NOTICE: The hotel business functions seven days a week, 24 hours a day. All employees must realize this fact and be aware that at all times it may be necessary to move employees from their accustomed shift as business demands. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times.

Benefits:

Full-time Associate Benefits

Medical, Dental, & Vision | HSA & Flexible Spending Account Options | Basic Life & Disability Plan Options | 401K Retirement Plan | Paid Time Off | Holiday Pay | Career Training & Development Opportunities | Tuition Reimbursement | Bereavement Leave | Employee Assistant Program (EAP) | Jury Duty (May vary by state) | Employee Discounts | Employee Referral Bonus | Free meal for all full-service hotel employees

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Part-time Associate Benefits

All above-listed benefits except for Medical Insurance, Holiday Pay, Tuition ReimbursementMainsail is an Equal Opportunity Employer and it does not discriminate on the basis of actual or perceived race, color, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity expression (including transgender status), sexual orientation, marital status, parental status, military service and veteran status, political affiliation, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.