Front Desk Manager

Company:	CSM Corporation Company Profile \| Current Opportunities (11)
Job Location(s):	Tukwila
Employment Term:	Regular
Employment Type	Full Time
Start Date:	As soon as possible
Starting Salary Range:	Not Provided
Required Experience:	Open
Related Categories:	Customer Service - General, Management and Supervision

Position Description

Requisition Number	10-0373
Post Date	7/14/2010
Title	Front Desk Manager
City	Tukwila
State	WA
Part Time	No
Description	This position is responsible for ensuring outstanding guest service and effective operations of the front desk. Uses leadership skills to drive revenue, maximize profit and ensure quality. Effective management of assigned staff to ensure achievement of overall financial results, guest satisfaction and positive employee relations. KEY CONTRIBUTIONS 1. Sales: Achieves business revenue goals by developing and implementing service programs designed to increase guest satisfaction. Uses expertise to advise and implement changes to front desk operations based on sales and guest comments, while maximizing revenue and occupancy. 2. Cost Control: Responsible for management of expenses to maximize hotel profitability. Responsible for effective labor management through proper scheduling, monitoring, and adjusting based on business needs. Follows CSM procurement guidelines and applies good business judgment. Assists with the preparation and management of the department budget. Manages and maintains company assets to stay within budget guidelines and prolong the life of company resources. 3. Guest Service: Accountable for guest satisfaction by ensuring service standards are met and guests’ needs and concerns are responded to in a timely manner with a focus on service recovery when applicable. Works side by side with staff to train and model appropriate guest service standards. 4. Training: Responsible for training all employees and ensuring training records are maintained. Analyzes quality issues, identifies training needs and ensures implementation to improve results. Utilizes available resources and adheres to CSM training policies. Ensures all company, brand, and department specific training requirements are met. 5. Safety/Risk Management: Conduct routine inspections of front desk operations to maintain standards per CSM, local, state and federal regulations. Ensures a clean and safe work environment, and follows all CSM procedures for guest/employee incidents. 6. People Management: Responsible for interviewing, hiring, coaching, and development of employees. Evaluates staff performance and takes appropriate corrective action as needed to hold employees accountable. Motivates staff by setting goals, providing ongoing feedback, and rewarding/recognizing employees. 7. Self/Workload Management: Responsible for effective self/workload management. Demonstrates clear written and verbal communication skills. Promotes collaboration and positive, professional work environment. Attends all daily, weekly and/or monthly department/hotel meetings to ensure proper communication/planning occurs. Adheres to all CSM Standard Operating Procedures.
Requirements	Education: High school diploma or GED required, college degree preferred or equivalent experience preferred. Experience/Knowledge/Skills/Abilities: 2+ years of customer service experience required. Prefer 1+ years supervisory/management experience . Must be detail oriented, have ability to communicate well with all levels within and outside the organization, and be able to problem-solve with employees and guests. Must be able to manage multiple priorities in a fast-paced environment. Physical: Ability to lift, push or pull up to 50 pounds on an occasional basis.