Front Desk Manager at

We are recruiting for hotels in the U.S., (like J.W., Marriot, and a few others). We will process your work visa, provide a competitive salary, one (1) month of housing and transportation covered, and one flight to the job location!

Summary

Assists the Front Office Manager or Operations Manager in administering front office functions and supervising staff daily. Directs and works with associates to carry out procedures ensuring an efficient check-in and check-out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.

Responsibilities

• Performs all duties at the Front Desk as necessary.
• Run the perfect shift, utilizing hourly checklists and the management checklist or calendar for success.
• Maintains cleanliness and organization.
• Maintains the hotel’s sundries or gift shop.
• Facilitates high-powered preshifts.
• Ensures daily procedures meet or exceed those audited in the brand standards audit, the client’s internal audit, and the safety audit.
• Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.
• Empowers employees to provide excellent customer service.
• Observe service behaviors of employees and provide feedback to individuals.
• Ensures the department delivers brand service standards and lives the client’s Service Pledge.
• Understands the impact of the department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
• Supervises same day selling procedures to maximize room revenue and control property occupancy.
• Supervises daily Front Desk shift operations and ensures compliance with all policies, standards, and procedures.
• Responds to and handles guest problems and complaints.
• Takes immediate action on problems that are encountered in the Hotel.
• Sets a positive example for guest relations.
• Interacts with customers to obtain feedback on the quality of products, service levels, and overall satisfaction.
• Ensures employees understand customer service expectations and parameters.
• Models and coaches brand service standards and the client’s Service Pledge.
• Ensures the department follows appropriate service recovery mechanisms (Guestware, Star-Guest, Service Recovery Log).
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Interacts with guests to obtain feedback on product quality and service levels.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Analyze information and evaluate results to choose the best solution and solve problems.
• Facilitates departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
• Completes AES impact plan; remains current on Q12 results and creates an environment of maximum associate engagement.
• Has full knowledge and understanding of our company’s handbook, SOP, and processes; adheres to and enforces those fairly and consistently.
• Participates in employee progressive discipline procedures; ensures a “firm, fair, consistent” atmosphere.
• Participates and conducts Weekly Leadership Team meetings, property MOD program, and weekly staff meetings
• Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
• Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
• Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
• Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
• Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Maintains Kronos and payroll processing and tracking.
• Performs all ordering.
• Promotes teamwork and associate morale.
• Ensures staff receives timely and effective orientation certification training, rex, rap, and review.
• Completes accident investigations.
• Completes incident accident reports.
• Ensures all staff can perform roles in an emergency situation.

Key Accountabilities and Competencies

• GSS: Ensure goals are met for all guest service-related measures.
• Selling Program.
• Associate Relations: AES plans and actions implemented and measured.
• Customer Focus.

Skills & Working Conditions

• Strong knowledge of Front Desk operations.
• Ability to prioritize the needs of guests.
• Strong communication skills.
• Able to traverse the entire hotel multiple times a day.
• Requires bending, stooping, lifting, pushing, and pulling.

Job and Immigration Requirements

• Mexican, North American, or Canadian citizenship.
• Possess Cedula Professional on hand (not in process). The degree must be in Hotel Management, Hospitality, or a related field.
• Possess Titulo Universitario and grades on hand (not in process). The degree must be in Hotel Management, Hospitality, or a related field.
• Have a valid Mexican, Canadian, or U.S. passport with at least 1-year validity.
• No previous immigration issues.
• Have a valid driver’s license.
• Ability to move to the U.S.
• Fluency in English.

Salary & Benefits

• Average gross salary of 50,000 USD per year
• Medical, Prescription, and Vision Date of Hire
• Dental Coverage Date of Hire
• Company Paid Life Insurance 1st of the month after hire
• Company Paid Short Term Disability One year of service
• Company Paid Long Term Disability One year of service
• Employee Assistance Program (EAP) 1st of the month after 90 days
• Funeral Leave 1st of the month after 90 days
• Voluntary Short-Term & Long-Term Disability March 1st or Sept 1st
• Voluntary Life Insurance March 1st or Sept 1st
• Voluntary Critical Illness March 1st or Sept 1st
• 401(k) 1 year of service & 1,000 hours
• Vacation Varies
• Leave of Absence Various eligibility based on the type
• Jury Duty Date of hire
• Vacation Days: For less than five years of service, managers earn 80 hours per year. Each two-week pay period, managers accrue 3.077 hours of vacation, so it builds over time. Paid holidays include New Year’s Day, Memorial Day, Independence Day (July 4th), Labor Day, Thanksgiving Day, Christmas Day, and Associate’s Birthday.