Welcome Desk Manager

About the role

The Welcome Desk Manager assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. The front office covers Bell/Door Staff, Switchboard and Guest Services/Front Desk. The position directs and works with managers and employees to deliver an efficient check-in and check-out process, while ensuring guest and employee satisfaction and maximizing the department's financial performance.

Key responsibilities

• Manage day-to-day front office operations, set goals and plans, and handle guest complaints and disputes
• Supervise staffing levels and keep open communication with employees about business objectives and expectations
• Lead and supervise the front desk team, acting as role model and covering the front office in the absence of the Front Office or Assistant Front Office Manager
• Provide exceptional customer service, coach staff and gather guest feedback
• Implement the customer recognition programme, train staff and monitor credit policies to reduce bad debts and rebates
• Supervise same-day selling procedures to maximize room revenue and occupancy, and ensure compliance with policies and SOPs
• Support HR activities such as mentoring, hiring, orientation and progressive discipline
• Run front desk shifts and perform front desk duties when needed

Required profile

• High school diploma or GED with 2 years of experience in guest services, front desk or a related field
• OR a 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration or a related major, with no work experience required