Front Desk Manager

The Front Desk Manager is responsible for assisting the Front Office Manager with overseeing the Welcome Department including Welcome Desk, Welcome Services, Welcome Coordinator and PBX.

Key Objectives:

1. Assist in leading the Welcome team in welcoming guests to the hotel through the pre-planning, arrival and departure processes as well as all other services required throughout the guests’ stay.
2. Assist in leading a positive, professional and strong Welcome team with a focus on quality of service and the delivery of the guest experience. Act as a role model in leading this through The Merlin Way.
3. Ensures the alignment of all front-of-house service standards and operating procedures with the wants and needs of hotel guests.
4. Immediately respond to and resolve guest concerns in an empathetic manner, offering a sincere apology and providing timely follow-up and/or appropriate compensation if/when necessary.
5. Responsible for pre-arrival planning with a focus on the collection of arrival times, guest preferences, and the pre-assignment of all accommodations

Background and Experience:

2 - 4 years of successful experience in a front desk management position within a comparable hotel with 24 hour reception required. Proficiency with Opera is essential. Experience managing a team of direct reports with a proven track record of motivating a team to provide excellent guest service.

Education:

Bachelors degree in a related field or equivalent experience required.