Front Desk Manager
Secrets/Breathless Resorts & Spa
- St. James
- Not disclosed
- Permanent full-time
- Updated 28/03/2025
- HRD
Front Desk Manager
Front Desk Manager
Place of work: Front Desk and back office areas. A focal point for all guest/visitor reception and inquiries.
Job Overview: Responsible for interviewing new employees, making sure that all new employees are fully trained and able to perform their job. This position requires you to lead this customer service team. Answering questions, taking difficult telephone calls, analyzing the front desk budget, setting schedules and welcoming guests.
Reports to: Rooms Director and Assistant Rooms Director
Key Relationships:
Internal: Front Desk Staff, Bell/Door Staff, Transportation Staff, Telephone Staff, Concierge Staff, Reservations Staff, Front Office Management, Hotel Assistant Managers, Sales, Housekeeping, Restaurant, Accounting, Engineering, Security.
External: Hotel guests/visitors, tour company representatives, limousine service personnel, other hotels.
Qualifications:
- University Degree
- 2-3 years hotel management experience
- Ability to compute accurate mathematical calculations.
- Ability to clearly and pleasantly communicate in English with guests/visitors, management and co-workers to their understanding, both in person and by telephone.
- Ability to provide legible communication and directions.
- Ability to input and access data in computer.
- Ability to understand guest inquiries and provide responses.
- Ability to promote positive relations with all individuals who approach the Front Desk and by telephone.
- Ability to focus on guests' needs, remaining calm and courteous.
- Ability to think clearly, quickly and make concise decisions.
- Ability to prioritize, organize and follow up.
- Ability to work well under pressure of multiple arrivals/departures within any given period of time.
- Ability to focus attention on details.
- Great customer service skills/ guest relations training.
- Ability to maintain confidentiality of all guests and hotel information.
- Ability to ensure security of guest room access.
- Assist in the hiring process in conjunction with the Rooms Director.
- Provide ongoing supervision of the Front Office staff.
- Ability to work flexible work hours and with the assigned schedule.
- Execute front desk selling strategies –Upselling
- Review staff shift and cash handling for errors.
- Attend meetings and communicate with other departments in relation to the performance of the front desk.
- Be knowledgeable and capable of performing all Front desk tasks.
- Ensure guests are registered swiftly and efficiently.
- Contact the relevant departments when a guest issue is reported.
- Conduct regular department meetings.
- Cover all shifts that are open.
- Provide training to new and existing agents.
- Have complete knowledge of the software system.
- Assist the clerks/supervisors in checking in/out guests.
- Communicate with the housekeeping department in regards to guest rooms.
- Operate the department within guidelines in the absence of the manager.
- Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
Join our dynamic team at Secrets Resorts and Spa , and contribute to creating memorable experiences for our guests by ensuring that operations run smoothly and efficiently behind the scenes!
