Purpose:
The role of Front Desk Manager is to provide end-to-end support to the client fulfilment needs of White Rainbow, as the person responsible for a seamless booking and check in process, being a personal liaison that enables a superior, client experience from check-in to check-out. This role focuses on attaining the highest level of customer satisfaction ratings, while making the client experience positive in every respect.
Job Expectations and Accountabilities:
Front Desk Management
· Role models the corporate values
· Demonstrates superior customer service behaviors
. Remotely manages: all reservation bookings, reservation billing, reservation changes, cancellations, check-in, and check out- during the hours of 2pm to 10 pm, thursday to Monday, inclusive.
· Manages: reservation booking, billing, reservation changes, cancellations, check-in, and check out
· Communicates with the guests, answer their enquires, and resolves their issues in a timely and effective manner during shift hours
· Communicates with IT personnel any technical problems of reservation system or IT support to the rooms
· Communicates guest concerns or needs to either Cleaning and/or Maintenance staff to deliver high levels of client satisfaction
· Proactively communicates with Cleaning and Maintenance staff regarding any cleanliness or repair needs observed and/or reported by clients
· Effectively uses Cloud Beds, Flexkeeping, and any other computer system required by the Hotel operations to fulfill the job needs
· Proactively manages the end-to-end client fulfillment process by working with the GM, and the Managers of Cleaning and Maintenance to find solutions to repeat problems and/or implement improvements in processes to increase client satisfaction
Skills Required and Desired:
· 3 years’ experience in the Accommodations’ or the Hospitality industry
· 2 years’ experience running a customer-facing, service operation
· 2 years front desk experience desirable but not mandatory
· Can maintain composure under pressure with changing priorities, and dissatisfied clients
· Proven ability to integrate within a team as a valued co-worker
· Proven Customer Focus and Satisfaction skills
· Strong Communication skills
· Strong Process skills
· Good Problem-Solving skills
· Good Quality Control skills
Job Type: Full-time
Pay: $52,000.00 per year
Benefits:
- Employee discount
- Flexible schedule
- Paid time off
Schedule:
- 8 hour shift
- Weekends as needed
Supplemental pay types:
Ability to commute/relocate:
- Lake Placid, NY 12946: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Hotel experience: 1 year (Required)
Shift availability:
Work Location: In person