Front Desk Manager

Job Summary

The position is responsible for managing several front desks for Conferences & Accommodation. The incumbent manages approximately ten Customer Service Representatives (Front Counter 2) during the winter season. From May to August, the incumbent may be responsible for staff at several residences, which would include managing teams of Front Desk Supervisors and Customer Service Representatives.

Working Conditions

The environment can be stressful and fast paced during the spring and summer months with the incumbent simultaneously addressing multiple challenges while responding to numerous queries/issues from the inexperienced summer staff. Dealing with challenging guest situations can be very stressful and requires diplomacy and self-control.

Due to the 24 hour 7 day a week operation, the incumbent must be available to work extended days and weekends and occasionally respond to emergencies or staff concerns that require problem solving after hours. Must carry a cellular telephone and provide 24 hour operational support to sessional staff. Work week may consist of both weekend days in summer months.

Extended vacation cannot be taken from March to September.

Organizational Status
Reports to the Rooms Manager. Interacts with Residence Front Desk Services Coordinator during office changeover and Residence Life Managers for summer session student concerns. Interacts with Building Services Managers on maintenance concerns. Interacts regularly with all C&A staff, group organizers and guests. Maintains close working relationship with other Front Desk Managers from May to August.

Work Performed

• Manages the daily operation of several front desks and related guest services. Addresses guest concerns regarding accommodation and front desk service, troubleshoots and resolves conflicts.
• Provides the full scope of management to front desk staff. Responsible for staff selection, evaluation and termination. Formally trains staff on all work procedures and ensures policies and procedures are carried out.
• Demonstrates exceptional customer service in all interactions with guests. Coaches staff on customer service standards and provides support to staff in front desk activities.
• Manages the annual planning, selection and training process for up to 60 summer session staff and up to 10 winter session staff. Responsible for ongoing training of summer staff and training refresh for winter staff.
• Ensures that guest accounts are balanced and accurate. Initiates appropriate action for collection, when necessary, while maintaining good guest relations.
• Provides management oversight on the guest reservation processes. Coaches staff on phone etiquette and scripting. Ensures accuracy of advance deposits, refunds, no show charges and reservation information. Ensures the accuracy and dispatch of reservation confirmations.
• Maintains regular contact with Housekeeping department and ensures room deficiencies are addressed in a timely manner. Manages room inventory based on quality control.
• Ensures cost effective staffing. Posts, reviews, and amends schedules that meet operational needs. Posts payroll information.
• Troubleshoots room blocks and makes adjustments to allocations while evaluating the requirements of Group Organizers, Facilities Manager, Housekeeping and Reservations.
• Develops, recommends and implements enhancements to existing procedures and systems based on efficiency and customer service requirements.
• Schedules staff while considering minimum coverage, desk activity, group needs, the CUPE 2950 Collective Agreement and wage costs.
• Manages a written communication system to facilitate smooth shift changes. Tools will include Shift Activity Reports, Logbooks, Allocation Memos and personal memos.
• Responsible for office start up and shut down. Liaises with Residence Front Desk Services Coordinator regarding office changeover, inventories and orders supplies and ensures that office cleanliness standards are met.
• Provides management oversight on other Front Desks as requested by the Rooms Manager.
• Oversees Cash Office to ensure accurate reporting of cash, debit and credit card transactions and where appropriate takes corrective actions regarding these activities with front desk staff.
• Provides statistical analysis and produces reports on Front Desk operations as requested by the Rooms Manager.
• Conducts performance evaluations for Front Desk Supervisors and Clerks. Addresses performance, morale and motivation issues in consultation with Rooms Manager.

Consequence of Error/Judgement
Loss of revenue could result if cash handling procedures are not implemented and public relations can be severely damaged if conflict situations at the Front Desk are not handled tactfully. Errors in judgment can result in unnecessary cost when addressing staffing levels. Poor performance jeopardizes the administrative and financial control systems.

Supervision Received
Work is performed under general supervision in accordance with generally accepted standards and with agreed objectives on overall. Keeps Rooms Manager informed of activities through frequent consultation.

Supervision Given
Direct responsibility for teams of clerical staff that include Front Desk Supervisors and Front Counter 2 employees. Responsibilities includes selection, training, supervision, scheduling, performance review and evaluation, disciplining and termination.

Minimum Qualifications
Two year diploma in Hotel Management, Hospitality, Tourism, or Event Management. Minimum two years of related experience, or an equivalent combination of education and experience.

- Willingness to respect diverse perspectives, including perspectives in conflict with one’s own
- Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications

• At least one year in a supervisory capacity.
• Excellent judgment, interpersonal skills, proven leadership abilities, customer service skills and above average verbal and written communication skills.
• Working knowledge of relevant computer programs, especially property management systems and ability to learn and administer software programs and databases.
• Experience using Kinetic (Kx) and Persona preferable. Ability to multitask in a fast paced environment.
• Ability to deal with a diversity of people in a calm, courteous, and effective manner.