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Front Desk Manager

Company: Embassy Suites by Hilton
Location: Virginia Beach
Posted on: November 26, 2022

Job Description:

Now Hiring for a Front Desk Manager! Come be a part of our newest signature addition to the Cavalier Resort. Introducing The Embassy Suites Resort Virginia Beach Oceanfront! The new Embassy Suites by Hilton has 157 luxury hotel suites and 15,000 square feet of conference and restaurant space. Offering a host of first-class amenities, from indoor and outdoor pools to a 24/7 fitness center, guests campus wide will enjoy two enticing new eateries - including the soon-to-be-famous Taco & Tequila Shack - that will join the Cavalier Resort's list of existing top-ranked restaurants.

Job Summary:

The Front Desk Manager delivers personalized guest experience for the property, leading the front desk shift inclusive of planning for arrivals, check-ins and check-outs, and coordination of PBX*. The Front Desk Manager reports to the Front Office Manager in a full-service hotel and may be supported by Front Office Supervisors. The Front Desk Manager is the acting Front Office Supervisor for the PM shift. The Front Desk Manager assumes the PM Shift from the AM Front Office Supervisor, acts as the Front Office Supervisor for the PM shift, and turns over responsibility to Night Audit.

The Front Desk Manager owns the atmosphere for the public amenities inclusive of lighting, music, d--cor, and SSI.

Job Responsibilities:

Champion the company and property service, "The Keys to Making it Right" to focus Associates on what matters most to lead in guest satisfaction for the brand, our market competitors and on social need. This culture of accountability promotes effective communications, service excellence, teamwork, recognition, mutual respect, and Associate satisfaction.

2. Hire, train and certify all direct reports using approved job descriptions and training materials per defined training schedules. Training includes personal grooming standards, product knowledge, scripts, standards, organization and cleanliness, service and safety standards, scheduling expectations, code of conduct, and proper use of tools.

3. Execute the Front Office Operating Plan to ensure predictability and consistency to include approved tools, training materials and checklists.

4. Hold well planned and motivating pre-shift meetings, setting the expectations and goals of the shift as well as a check of uniforms, grooming standards and operational readiness.

5. Proactively anticipate and drive guest/service satisfaction and conduct root cause analysis to evaluate gaps in service delivery and initiate corrective action or recommend changes to operating/business plans.

6. Manage guest amenity programs (property or guest request) including purchasing, inventory, fulfillment.

7. Plan and anticipate for guest arrival (including digital check in and digital key management), proactively provide solutions to minimize guest inconvenience for any challenges and deploy appropriate service recovery when dissatisfaction is unavoidable.

8. Respond to all Guest Comments (Marriott GSS, Revinate) as required by brand and Front Office Operating Plan.

9. Ensure responsible financial management of the company's assets for all financial transactions occurring during the shift including accuracy of guest folios and master accounts, room charges; authorization of credit (bucket check) and authorization of loyalty benefits, accuracy and completeness of time and attendance records, cash controls, accuracy of guest folios and complete and timely recordation and resolution of all guest requests.

10. Conduct daily visual inspection of the lobby and front desk, assessing compliance to owner expectations, PHR standards, specifications and inventories and brand standards.

11. Serves as the shift subject matter expert and inter department coordinator for all room blocks, room moves, group arrival, early/late check-in/out and upsell opportunities.

12. Monitor call volume, response time, and resolution time for PBX and eliminate any bottlenecks (for properties without Communications Center).

13. Proactively manage safety and security procedures to prevent accidents and ensure healthy and safe environments for guests and Associates.

14. Understand and apply all Human Resource policies that must be handled during the shift and when and what to defer to the Associate's manager.

15. Ensure completion of all departmental reports and metrics at the close of each shift to include: bucket check, daily deposit summary, completeness of revenue including no shows, ancillary revenues, etc., daily financial close, room status report (housekeeping cleans to occupancy), amenity billings, and elevating any guest concerns or other to the Front Office Manager for follow-up.

16. Perform Emergency Response duties as required for this role in the Emergency Response Organizational Chart and Plan.

17. Participates in the Safety Committee as an active member.

18. Handles guest complaints, arbitrating disputes or resolving grievances.

19. Serves as Manager on Duty as determined by the Managing Director and company policy.

20. Familiar with marketing initiatives and ensures all staff is knowledgeable.

21. Leads special projects and other responsibilities as assigned. Participate in task forces and committees as requested.

Keywords: Embassy Suites by Hilton, Virginia Beach , Front Desk Manager, Executive , Virginia Beach, Virginia

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