Benefits:

Bonus based on performance

Dental insurance

Employee discounts

Health insurance

Paid time off

Vision insurance

As the Front Desk Manager at Home2 Suites - Wilmington Medical Park, you will oversee the daily operations of the front desk, ensuring exceptional guest service and smooth front-of-house operations. You will lead and manage the front desk team, handle complex guest issues, and coordinate with other departments to enhance the overall guest experience. The ideal candidate will have strong leadership skills, a keen eye for detail, and a commitment to delivering outstanding hospitality.

Key Responsibilities:

Team Leadership and Management:

Supervise, train, and motivate front desk staff to ensure high standards of guest service and operational efficiency.

Create and manage staff schedules, ensuring adequate coverage and addressing any staffing needs or issues.

Conduct performance evaluations, provide feedback, and implement training programs to improve team performance and guest satisfaction.

Guest Service and Relations:

Oversee guest check-in and check-out procedures, ensuring accuracy and efficiency.

Address and resolve complex guest inquiries, complaints, and issues with professionalism and empathy.

Ensure that all guest interactions are handled in a courteous and efficient manner, striving to exceed guest expectations.

Operational Management:

Manage front desk operations, including reservations, room assignments, and billing processes.

Monitor and maintain the quality of service, ensuring adherence to hotel policies and procedures.

Handle and resolve any operational issues or discrepancies that arise, including coordinating with housekeeping and maintenance.

Administrative Duties:

Oversee the accurate and timely entry of guest information and financial transactions into the property management system.

Prepare and review daily reports, including occupancy, revenue, and guest feedback.

Ensure that all documentation, including registration cards and guest records, is properly filed and maintained.

Revenue Management:

Monitor room availability and rates, adjusting as needed to maximize occupancy and revenue.

Implement and oversee promotional offers, discounts, and upselling opportunities to enhance revenue.

Collaboration and Communication:

Coordinate with other hotel departments, such as housekeeping, maintenance, and food & beverage, to address guest needs and ensure smooth operations.

Communicate effectively with the hotel’s management team regarding guest feedback, operational issues, and departmental performance.

Safety and Security:

Ensure that all safety and security protocols are followed, including monitoring the hotel’s security systems and addressing any concerns.

Protect guests' personal information and maintain confidentiality at all times.

Qualifications:

Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred.

Minimum of 3-5 years of experience in hotel front desk operations, with at least 1-2 years in a supervisory or managerial role.

Strong leadership and team management skills.

Excellent communication and interpersonal skills.

Proficiency in hotel management software.

Strong organizational and multitasking abilities.

Ability to handle complex guest issues and make sound decisions.

Flexibility to work various shifts, including evenings, weekends, and holidays.

Join us and lead our front desk team in providing exceptional service and creating memorable experiences for our guests. We look forward to receiving your application!