Overview Opportunity: Front Desk Manager Manage front desk operations to ensure staff meets company operational standards while providing the highest level of guest service. Potential Career Path Front Office Manager – Rooms Division Manager – Assistant General Manager Essential Job Functions • Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values. • Oversee all front office operations in the absence of the Assistant General Manager. • Remain an active participant at the front desk, including checking in/out guests, preparing bills and handling guest requests. • Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions. • Respond to brand Guest Alerts for resolution as needed. • Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction. • Participate in lobby ambassador and other activities related to interacting with guests on an individual level. Thus creating a relationship and culture that will result in repeat stays. • Assist in hotel food and beverage when needed, where applicable. • Assist in monitoring of front office financial operations and ensure front office compliance with accounting controls and procedures. • Assist in development, implementation and monitoring of daily, weekly, monthly, and annual department-wide budgets and forecasts. • Review correspondence from guests and incident logs; direct staff according to information obtained. • Review all brand correspondence for updates to procedures and standards and ensure all is communicated to the staff. • Ensure front office supplies and merchandise for the gift shop and or market are fully stocked, and inventory is maintained. • Work with the Sales office to ensure group resumes and group rooming lists are inputted and maintained. • Monitor occupancy of guest room space to ensure most efficient use and minimize overbooking. • Follow sustainability guidelines and practices related to HHM’s EarthView program. • Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards. • Perform other duties as requested by management. Position Requirements • Associate’s or Bachelor’s degree preferred. • 1 to 3 years hospitality related experience, including front desk operations experience. Work Environment and Context • Work schedule varies and may include working on holidays and weekends and alternate shifts. • Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching. What We Believe People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It