Front Desk Manager

Job Description

Description:

Located on Hillsborough Street, across adjacent to the iconic Memorial Bell Tower at North Carolina State University, the Aloft Raleigh hotel’s vibe is consistent with the youthfulness and vibrancy Raleigh is known for. From its sassy rooms with modern flair to its social WXYZ bar and remix lounge, a stay at Aloft Raleigh cannot be matched. The 135-room hotel is minutes from Downtown Raleigh, Raleigh-Durham International Airport, and District Village.

The Aloft Raleigh is looking for a Front Desk Manager who will be responsible for ensuring smooth and efficient operations at the front desk area of the hotel, ensuring exceptional guest service and smooth check-in/check-out processes. They will lead a team of front desk staff, providing guidance, training, and support to maintain high standards of performance. With a customer-focused approach and strong leadership skills, they play a vital role in creating a positive guest experience and maintaining the hotel's reputation for excellence.

Supervisory Responsibilities:

• Train, supervise, and evaluate front desk staff to ensure high-quality customer service.
• Schedule front desk personnel to cover shifts efficiently while maintaining appropriate staffing levels.
• Motivate and coach staff to achieve performance goals and uphold service standards.

Requirements:

• Greet guests upon arrival and ensure a smooth check-in process.
• Handle guest inquiries, requests, and complaints promptly and professionally.
• Provide information about hotel facilities, services, and local attractions.
• Anticipate guest needs and preferences to provide personalized service.
• Handle special requests and VIP accommodations with attention to detail and discretion.
• Oversee the reservation system to ensure accurate bookings and availability.
• Process cancellations, modifications, and no-shows in accordance with hotel policies.
• Prepare daily reports on occupancy, revenue, and other relevant metrics.
• Manage cash transactions and ensure proper accounting procedures are followed.
• Handle billing and invoicing for guest services.
• Ensure compliance with hotel safety and security policies and procedures.
• Handle emergency situations calmly and effectively, following established protocols.
• Monitor surveillance systems and enforce access control measures.
• Monitor room rates, occupancy levels, and revenue trends to maximize profitability.
• Implement strategies to optimize room revenue, such as upselling and rate adjustments.
• Work closely with the sales and marketing team to promote special packages and discounts.
• Conduct regular inspections of front desk operations to ensure adherence to quality standards.
• Identify areas for improvement and implement corrective measures as needed.
• Solicit guest feedback and reviews to assess satisfaction levels and address any issues promptly.
• Train, supervise, and evaluate front desk staff to ensure high-quality customer service.
• Schedule front desk personnel to cover shifts efficiently while maintaining appropriate staffing levels.
• Motivate and coach staff to achieve performance goals and uphold service standards.
• Develop and deliver training programs for front desk staff to enhance their skills and knowledge.
• Provide ongoing coaching and support to help staff members excel in their roles.
• Foster open communication and teamwork among front desk staff and other hotel departments.
• Collaborate with housekeeping, maintenance, and other teams to address guest needs and maintain property upkeep.
• Communicate effectively with management and staff to ensure alignment with organizational goals and objectives.
• Perform other duties as requested by management.

Required Skills/Abilities:

• Exceptional interpersonal skills with the ability to interact effectively with guests from diverse backgrounds.
• Strong communication skills, both verbal and written, to convey information clearly and courteously.
• Empathy and patience to address guest concerns and resolve conflicts with professionalism and tact.
• Proactive approach to anticipating guest needs and providing personalized service to enhance the overall experience.
• Strong leadership abilities to inspire, motivate, and guide front desk staff toward achieving common goals.
• Effective delegation skills to assign tasks and responsibilities to team members based on their strengths and abilities.
• Decision-making and problem-solving skills to address operational challenges and make sound judgments in various situations.
• Time management and organizational skills to prioritize tasks, meet deadlines, and maintain efficiency in a fast-paced environment.
• Ability to handle multiple tasks simultaneously while maintaining composure and professionalism.
• Flexibility to adapt to changing priorities, guest demands, and unexpected situations in a dynamic hospitality environment.

Education and Experience:

• High School graduate or G.E.D. equivalent required.
• Hospitality Management Degree preferred.
• One to three years of previous working experience as a Front Desk Agent or Guest Services Representative required.
• One to three years of Supervisory or Management Experience preferred to include but not limited to: experience managing a team, delegating tasks, providing leadership, and handling personnel issues.
• Proficiency in using computer systems and software, including property management systems (PMS) and Microsoft Office Suite.
• Basic knowledge of accounting principles and cash handling procedures to manage transactions and reconcile discrepancies accurately.
• Understanding of hospitality industry trends, standards, and best practices to deliver a superior guest experience and stay competitive in the market.

As a part of The Bernstein Companies, TBC Hotels has a long history of building lasting and meaningful relationships with associates, guests, partners, and the community. In accordance with this, TBC Hotels was honored to receive consecutive Washington Post Top Workplace Awards in 2018, 2019 and 2020.

The Bernstein Companies is one of the oldest commercial real estate firms in Washington, D.C., and purchased its first hotel in 1982, thus entering the hospitality industry. Over the past 40 years, TBC Hotels has owned, developed, and operated more than 30 hotels throughout the United States.

Having the confidence to do the right thing in every transaction, maintaining the values and identity imparted by TBC Hotels, capitalizing on opportunities, and being intentional about their actions are critical to who TBC Hotels is and how we operate.

Relationships, Integrity, Legacy, Entrepreneurial Spirit, Hospitality