The Fairfield Inn by Marriott, located in Hartsville, SC, is looking for an energetic and experienced Front Desk Manager. The person hired for this position must have previous hotel front desk experience.

POSITION SUMMARY: The Front Desk Manager is critical to the universal success of the operations team. Primary responsibilities include, but are not limited to ensuring consistent results that contribute positively to the success of the hotel and the department. These results will be obtained by accomplishing performance objectives linked to established revenue expectations, business effectiveness and organizational efficiencies and delivering exemplary customer service. This position sets the tone for the entire guest experience and impacts the hotel’s branding efforts. Under the direction of the hotel management team, the operations department is expected to run smoothly and well within the published budgetary guidelines.

DUTIES AND RESPONSIBILITIES:

• Knowledge of hotel operations, including marketing plans, security, and safety programs, personnel and labor relations, preparation of business plans, budget compliance, quality assurance programs, hospitality law, and long-range planning.
• Able to make sound business decisions and act quickly based on previous hotel management experience and good judgement.
• Maintain daily fiscal oversite of revenue and expenses to minimize loss, manage expenses and maximize profit in accordance to established budgetary guidelines; utilizing labor management tools to schedule staffing in relation to hotel occupancy to control labor costs
• Works with the hotel GM to achieve and exceed guest satisfaction scores in all areas of the enterprise. Address any training or performance deficiencies in this area immediately.
• Works side by side with front desk associates to ensure efficient guest registration, checkout, telephone service; and ensuring the overall guest experience meets the Curio Collection by Hilton Brand Standards and SREE Hotel guidelines.
• Insures that all employees follow safety rules and procedures and initiate corrective action where required to improve safety in the work environment.
• Schedule frequent review of the work generated by the night auditors; conducting regularly scheduled meetings with all direct reports and front office personnel.
• Carry out supervisory responsibilities in accordance with the SREE Hotel’s policies, procedures and applicable laws.
• Recruits, interviews and selects in conjunction with supervisors and GM the most qualified candidates for front desk and transportation positions.
• Maintain effective relationships and communicates with all departments within the enterprise.
• Maintain proper pars of front desk supplies inventory, conduct monthly inventories and recommends purchases of products (remaining within budget).
• Updates group information. Maintain, monitors, and prepares group operational requirements based on the hotel’s BEOs. Relays information to appropriate personnel.
• Checks cashiers in and out and verifies banks and deposits at the end of each shift. Enforces all cash-handling, check-cashing, and credit policies.
• Be willing to train lessor experienced personnel; to include drafting a career path for potential career advancement opportunities. Communicate both verbally and in writing to provide clear direction to staff.
• Maximize room revenue and occupancy by reviewing daily financial reports. Analyze rate variance, monitor high balance guest and initiate appropriate action. Maintain continuous observation of the daily house count. Monitor available house inventory / selling status daily.
• Review Front office electronic pass-downs and track guest feedback surveys daily in addition to maximizing usage of the guest response tracking system; respond online within 24 hours of the notification without exception.
• Ensure required reports are created and published in a timely manner; and of a quality that can be shared with senior management and corporate officers.
• Interact positively with guests and act to resolve problems, while maintaining a high level of customer satisfaction and quality.
• Perform other duties as requested by management.
• Must have open availability to work based off of hotel needs and times that require Management support at the Front Desk

QUALIFICATIONS

• Minimum of 2 years of front desk experience at a hotel is required.
• 1 year of hotel experience working as a Front Desk Supervisor/Manager at a hotel is preferred.
• Associate or Bachelor’s degree is preferred. High School Diploma or equivalent is required
• Previous supervisory experience required
• Experience using hotel reservation system such as FOSSE or OnQ is a plus
• Experience handling cash, accounting procedures, and general administrative tasks
• Proficiency in Microsoft Office applications
• Organization skills and attention to detail
• Friendly and customer service oriented
• Good interpersonal and problem solving skills
• Ability to work weekends is required
• 2nd & 3rd shift flexibility

JOB SETTING AND PHYSICAL DEMANDS

Employees in this position work primarily indoors. To perform the job successfully the candidate must be able to use a computer and other standard office equipment, talk to customers on the phone, and maintain a calm demeanor when dealing with customer issues. Employees must also be able to walk and stand for long periods of time. Fluency in the English language and the ability to speak, hear, read and write are required as is the ability to work any hours/days of the week necessary to meet business requirements.

Disclaimer

This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered under the Americans with Disabilities Act) expected of people assigned to this position. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. All employees may be required to perform activities outside of their normal job responsibilities from time to time as needed.

EOE All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, disability or veteran status.