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Front Desk ManagerFront Desk Manager

Posted: 11/14/2021

The Boston Marriott in Burlington, MA, boasting 418 guest rooms and over 13,000 square feet of flexible meeting space provides the ideal location for a trip to New England. Just steps from the Burlington Mall and a short drive from Hanscom Air Force Base, the Lahey Clinic, Woburn and Lexington, Massachusetts, this hotel's stunning guest rooms, restaurants and event space make it one of the premier Burlington, MA, hotels. For those traveling on business or hosting an event, this hotel in Burlington, MA, features a 9,000 sq ft Grand Ballroom and state-of-the art meeting rooms. Find out today what a career with Pyramid Hotel Group and the Burlington Marriott can mean for you!

Description

Duties & Responsibilities:
•Manage all aspects of front desk operations for assigned shift. Schedule employees to ensure proper coverage.
•Monitor performance and recommend/initiate corrective and/or disciplinary action, or other staffing/human resources-related actions in according with company policies and procedures. Alert management of potentially serious issues.
•Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions.
•Ensure guests receive prompt, professional attention and are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery gestures in order to ensure total guest satisfaction. Communicate to staff any VIP, Priority Club, or special needs or requests and follow up on execution.
•Communicate and assist in achieving departmental guest satisfaction, revenue and profit goals and objectives. Manager labor costs and expenses within budget.
•Assist in managing hotel revenue generation & maximization through full utilization of company systems, business processes and specifications.
•Ensure procedures are followed for security of monies, credit and financial transactions, and guest security.
•Throughout shift conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Correct any deficiencies. Train appropriate staff on procedures for PBX to serve as a central communications point during emergency/crisis situations.
•Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts including Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.
•Will serve as “manager on duty” as required. Accountability: This job is responsible for managing front desk operations for a p.m. and/or weekend shift at a large, fairly complex full-service hotel with an extensive range of facilities and services and may include a large number of Priority Club Accounts and VIP and key guests. Typically supervises a shift of front office employees. 

Requirements

Bachelor’s degree in Hotel Management, Business Administration or related field plus one or more years front office/guest services experience including supervisory experience, or an equivalent combination of education and experience. Must speak fluent English. Other languages preferred. Other:
• Communication skills are utilized a significant amount of time to interact with others; customers, employees and third parties.
• Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions and training
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
• Problem solving, reasoning, motivating, organizational and training abilities are sued often. May be required to work nights, weekends, and/or holidays. 

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