Hotel Front Desk Manager Job Description
The hotel front desk manager supervises the front desk staff in hotels to ensure that guests receive outstanding customer service according to hotel policy. The front desk manager reports to the general manager of the hotel. The front desk staff is the first representatives of the hotel that guests meet when arriving at the facility. The manager handles special requests and complaints from guests.
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Duties
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The front desk manager assigns duties to front desk staff and schedules employees to cover a 24 hour a day, seven day a week workweek. Managers monitor front desk staff performance to ensure that employees follow hotel procedures and policy. The front desk manager handles special requests from guests such as transportation. The manager hires staff and conducts interviews for positions in the hotel. The front desk handles payments and deposits for rooms and works with other departments in the hotel, such as housekeeping, to ensure guests' needs are met.
Function
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The front desk of a hotel provides guests with a contact person to handle complaints and special requests. The manager of the front desk in a hotel works with other staff members to ensure that guests have a pleasant experience and a good impression of the facility.
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Skills
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A front desk manager must have customer service, communications and organizational skills. The position requires flexibility in scheduling and the ability to handle confrontation and complaints with patience and diplomacy. Front desk managers may monitor public rooms such as banquet facilities in the hotel for disruptive behavior and remove unruly guests, according to CBSalary.com.
Education
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Larger hotels may require front desk managers to have a bachelor's degree in hotel management, according to the Bureau of Labor Statistics. A smaller hotel may require front desk managers to have an associate degree in hotel management or a certificate. Hotel management degree programs may include work study, or students may work part time in a front desk position to gain experience.
Salary and Benefits
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The median salary for a front desk hotel manager is $42,509 as of November 2009, according to Salary.com. Managers may also receive discounts on accommodations in the hotel, meals and laundry services, according to the Bureau of Labor Statistics.
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References
- Photo Credit businesswoman at desk #13 image by Adam Borkowski from Fotolia.com
