Front Desk Manager in Buffalo, NY

Salary Range: $60,400.00-$62,000.00

Uniland Hospitatlity has an immediate opening for a Front Desk Manager. As both a strategic and tactical position, with responsibilities that include but are not limited to supervising all activities of the front desk staff and bell/valet staff (if applicable for the property), scheduling for all team members, facilitating new hire and ongoing training, communicating pertinent information to staff, monitoring and reviewing employee performance, and resolving escalated issues and conflicts. The Front Desk Manager leads the team to meet or exceed strategic departmental and company goals including ensuring guests receive the highest level of customer service possible.

Front of house operations and guest relations:
-Provides supervision and directs all work for front of house staff.
-Ensures that guests are greeted, registered, and assigned rooms.
-Answers inquiries pertaining to hotel services, registration of guests and shopping, dining entertainment and travel directions.
-Acts as the liaison between the front desk and all other departments, communicating relevant information to the front desk staff as needed.
-Keeps record of room availability and guest accounts.
-Computes bills, collect payments, and makes change for guests.
-May make, reserve, and cancel reservations for guests.
-Ensures front-desk area is clean and well organized at all times.
-Ensures uniform and personal appearance of team members are clean and professional.
-Maintains a hospitable service atmosphere at all times.
-Supports other departments during down-time including tasks such as folding towels, changing light bulbs, sweeping, and mopping.
-Monitors front of house operations for inefficiencies and proactively identify, implement, and sustain process improvements whenever possible.
-Performs a combination of tactical front desk, bell staff, and valet tasks as needed.

Leadership Responsibilities:
-Responsible for the recruitment, selection, and hiring of new team members.
-Facilitates effective new hire and ongoing training for team members.
-Clearly communicates job expectations, confirms understanding, and provides ongoing coaching and feedback to direct report(s).
-Provides support and acts as a resource for team members by answering job and employment-related questions, communicating timely and transparently about organizational decisions and changes whenever possible, providing tools and resources for success, and removing barriers to success whenever possible.
-Responsible for training, inspiring, and developing team members for career growth.
-Addresses and improves any staff performance or behavioral issues.

Administration and strategic planning:
-Establishes schedule for team members, adjusting promptly for absences to minimize any lapse in operations.
-Maintains positive relationships with vendors to reinforce and retain positive, cost effective, quality contracted services.
-Responsible for assisting in the monitoring and reporting on budgets.
-Controls necessary paperwork and assures proper record keeping and cost control.
-Responsible for the department meeting or exceeding department and company goals and objectives.

Other Duties and Responsibilities:
-Responsible for administering and overseeing various hotel processes and programs; examples may include preparation for hotel inspections, travel program, employee of the month, birthdays and anniversaries, employee recognition programs, and special hotel events.
-Attempts to communicate with guest in guest’s native language, if applicable.
-Supports valet department as needed.
-Reports maintenance deficiencies, safety hazards, accidents, or injuries.
-Follows Personal Protective Equipment (PPE) requirements, and report any defective, damaged or lost PPE including equipment that does not fit properly to management.
-Follows all safety procedures and be able to recognize and act in emergency situations.

Education and Experience:
-High School Degree or equivalent required.
-2 or 4-year college degree (or foreign equivalent) preferred.
-1 - 2 years of prior supervisory experience in the guest service and/or hospitality industry required.

Knowledge, Skills & Abilities:
-Excellent knowledge of the hospitality industry and ability to educate staff on industry standards and best practices.
-Knowledge of total hotel revenue management concepts, processes and strategies (including sales cycles and trends, account management, pricing, and inventory management).
-Strong interpersonal skills and customer service orientation, with an ability and willingness to effectively communicate with employees and guests with empathy, defuse emotions, problem solve in unknown situations, and independently make sound decisions to resolve issues.
-Ability to lead by example and skilled at motivating others, building morale, inspiring, and encouraging staff to perform at their best individually and as a team.
-Strong business acumen, integrity, and participative leadership skills, including the ability to navigate and effectively lead team members through organizational change.
-Knowledge of company policies and procedures, and the ability and willingness to ensure that company policies and procedures are consistently followed by all team members.
-Strong organizational skills, time management, strategic planning, critical thinking, and creativity, with exceptional attention to detail.
-Basic knowledge of key employment laws such as equal employment opportunity, wage and hour laws, federal and state leave laws, safety obligations, reasonable accommodations, and the awareness of when to partner with a Human Resources representative to ensure compliance.
-Ability to arrive to work on time when scheduled.
-Ability to read, write, listen, and communicate and effectively in English.
-Ability to use a calculator to prepare moderately complex mathematical calculations without error.
-Proficient in Microsoft Word, Outlook, Excel, and ability to effectively use hotel software systems.
-Ability to operate in a 7-day per week, 24-hour per day business setting.

Physical Demands & Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
-Constant near and far vision.
-Constant speaking and listening required.
-Frequent exposure to moderate noise levels.
-Frequent standing and walking.
-Frequent reaching and grasping with hands and arms.
-Occasional stooping, kneeling, crouching, crawling, climbing stairs, and/or lifting up to 10 lbs., occasional sitting.

Salary Range:
$60,400.00 To $62,000.00 Annually

At Uniland Hospitality, we are committed to providing equal employment opportunities to all employees, interns, and applicants regardless of race, color, religion, gender, sexual orientation, national origin, age, marital status, veteran status, disability, or any other protected category under applicable federal, state, or local law.

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To apply, please see below link.