Front Desk Manager

The Anaheim Hotel
Anaheim, CA

Posted September 30, 2021

Front Desk Manager

Ability to lead and motivate the Front Office Department, which includes front desk, night audit, concierge & bell. In addition, supervise the front desk, reservations to ensure quality and guest satisfaction. Good through knowledge of Opera (PMS) or hotel reservation software. The Front Desk Manager is responsible for guest interaction and satisfaction and will also supervise event set up and break down.

WORK REQUIREMENTS:

-Must be able to work days, evenings, overnight, weekends, & holidays to meet the needs of the hotel

-Oversee lobby and front drive/parking lot operation.

-Responsible for hiring, coach & council, & terminations of the Guest Service Department which includes, concierge & bell staff.

-Supervise the front office.

-Hire, train and discipline front office staff.

-Makes sure that the check in and checkout process is efficient & friendly.

-Respond to guest inquiries and complaints according to company polices.

-Maintain highest levels of guest satisfaction in accordance with AAA 4-Diamond Standards.

-Ability to perform all duties of a Front Desk Agent, Night Audit, Concierge, Bell, & PBX Operator in their absence.

-Monitor Trace requests and VIPs to ensure requests are met and exceeded.

-Ensure all hotel amenities are available and delivered to our guests.

-Interacts with guests, greets, welcomes them and assists with any questions.

-Must have general knowledge of the Anaheim/Orange County Area to facilitate any questions that may be asked.

-Ensure all parking lot operations meet company standard

-Review data including occupancy statistics, room inventory and rate plan.

-Review and monitor payroll daily for front office.

-Assists guests with any credit card disputes and credit backs.

-Call guest who stay 4+ days and doing follow up’s during their stay to exceed expectations.

-Ensure each team member takes their breaks on time to avoid break penalties.

-Cross train staff in various areas of the front office and perform regular interviews and ensure -compliance to all policies and procedures.

-Evaluate all guest service-related activities and prepare effective strategies to provide -exceptional guest services.

-Ensure property is maintaining and utilizing property software (i.e., Canary Technologies, Sertifi, Microsoft Teams)

-Participate in all safety meetings and ensure compliance to all safety policies and procedures.

-Provide training to staff members on all safety and security procedures

-Ensure compliance to all wage and state laws.

-Monitor all guest requests and complaints and always ensure optimal levels of customer satisfaction according to standards and quality.

-Respond to all Trip Advisor, GMS reviews, & other social media outlets as needed. 

-Work with rooms division lead with week-to-week front office schedules.

-Participate in weekend manager on duty program.

-Work with rooms division lead and housekeeping managers to ensure the highest quality of room cleanliness. 

-Work with rooms division lead and engineer manager ensuring rooms are up to highest overall quality.

-Work with rooms division lead and sales department with VIPs’, Groups, FAM’s etc.

-Month to month inventory for Guest Services.

-Inspect the hotel meetings rooms regularly and report and deficiencies. 

-Make sure employee incentives are submitted in a timely manner. 

-Ensure staffing is in line to make sure daily operation and events run smoothly and efficient to ensure optimal guest satisfaction.

-Monitors PBX and the Guest Request Log to ensure that all guest challenges are resolved in a timely manner & guests are satisfied.

-Responsible for issued bank. Open & Close Cash Drawer, count drawer, print out end of shift reports, & drop cash. Reconcile, audit, and report and variances.  

-Responds to and resolve any guest issues or emergency situations for optimal guest satisfaction within the constraints of the hotels budget.

*The company’s employment policy is “at-will”.  Under the “at-will” policy, neither you nor the company is committed to continuing the employment relationship for any specific term.  (Refer to employee handbook for details).

The Anaheim Hotel

306 Room Hotel

OUR HOTEL

The Anaheim Hotel is a three-diamond hotel located across the street from the exciting Disneyland® Resort and near the Anaheim Convention Center.

On nine acres of landscaped gardens, The Anaheim Hotel offers 306 rooms, an Olympic-sized pool and Jacuzzi, 6,800 square feet of flexible meeting space with banquet capabilities, on-site restaurant The Pizza Press, and lobby bar.  The Anaheim Hotel is dedicated to providing superior service in a welcoming environment with a variety of amenities for your convenience and enjoyment. It’s more than just location; it's a great value.

The hotel is rooted in its mid-century modern heritage with modern sensibilities.  Stay in spacious rooms  designed for both comfort and convenience, with crisp white bedding.  All of our inviting rooms overlook the grounds, many of which have a patio or balcony.  Our two story buildings are located on an expansive nine acres of landscaped gardens and walkways.  Enjoy ample and easy parking all around the hotel.  Soak up the Southern California sun and relax by our Olympic size outdoor heated pool and spa.

Hosting an event?  Take advantage of over 6,800 square feet of flexible meeting space to make your meeting, conference, or event both convenient and successful. Whether you’re planning a small meeting or large conference, our on-site catering staff can create impressive event menus to refresh your guests.