Front Desk Manager

It is the responsibility of the Front Desk Manager to review the status of rooms to ensure accurate and proper communication. Collaborate with Housekeeping, Laundry and Maintenance to ensure the management of preventive and corrective actions to maintain excellence in the quality of service.

Responsibilities:

• Follow up on guest feedback with the aim of understanding areas of opportunity and their expectations.
• Establish action plans together with the team, with the aim of ensuring guest satisfaction.
• Verify the incidents detected in the service audits, to make the necessary modifications or corrections.
• Follow up on incidents registered in the Quality Management System and social networks.
• Oversee all special guests and V.I.P. requests.
• Manage the budget and expenses allocated to the area, so that they are used for the satisfaction of the guest.
• Participate in the selection and evaluation of Front Desk and Bell Boy staff.
• Inform, monitor, and train Front Desk and Bell Boy employees on company policies, processes, and procedures.
• Lead, listen, and converse with team members to engage them in achieving KPIs.
• Quarterly review the BDR Center platform to update with the necessary trainings.
• Ensure compliance with schedules, disciplinary rules, and assigned tasks.
• Ensure that employees are, always, attentive, friendly, helpful, and courteous to all guests, managers, and other employees.