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Belgrade Holiday Inn Express HOTEL FRONT DESK MGR

Date: Jul 9, 2019

Location: Belgrade, MT, US, 59714

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Hotel Front Office Manager, Level II



General Purpose of Job

Serves hotel guests by monitoring daily house count, expected arrivals/departures, in-house group activities, room rates, special rates, promotions, and service staff availability; adjusting staff allocations; planning 24 hour management and service availability; providing front office, communications, franchise rewards member, reservations, luggage, and transportation services; managing front desk staff.


Essential Duties and Responsibilities

1. Manages hotel front office employee outcomes by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions with assistance from the GM or AGM; enforcing policies and procedures.

2. Achieves hotel front office operational objectives by contributing information and analysis to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, guest-service, safety, security, and health standards; identifying and resolving problems; completing audits; identifying, developing, and implementing system improvements.

3. Meets hotel front office financial objectives by tracking occupancy and daily rate figures; estimating requirements; assisting in the preparation of an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

4. Provides hotel guest services by monitoring daily house count, expected arrivals/departures, in-house group activities, room rates, special rates, promotions, and service staff availability; adjusting staff allocations; planning 24 hour management and service availability.

5. Resolves hotel guest dissatisfactions by planning and directing the receipt, investigation, evaluation, and settling of complaints; following-up with guests; personally resolving difficult situations.

6. Maintains a safe, secure, and healthy hotel by adhering to organization standards and policies, and to legal regulations; alerting others regarding potential concerns.

7. Determines hotel guest service requirements by benchmarking best practices and analyzing information.

8. Maintains guest confidence and protects hotel reputation by keeping information confidential; enforces legal requirements.

9. Prepares reports by collecting, analyzing, and summarizing front office data and trends; developing forecasts.

10. Improves front office and management job knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies as deemed appropriate by the GM.

11. Contributes to front office and hotel success by welcoming related, different, and new requests; helping others accomplish job results.



Does this job have supervisory responsibilities?  Yes 

Are there subordinate supervisors reporting to this job? Yes  

Are there other non-supervisory employees who report directly to this job? Yes  

If yes, how many employees are directly supervised by this job? _5_-8 


Valid driver’s license with acceptable driving record


Must be able to type proficiently



Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.



Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.



Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.



Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.



This job requires some degree of the following activities:  stand, walk, sit, use hands, reach with arms and hands, climb or balance, stoop, kneel, crouch or crawl, talk, hear, smell.


This job may require that some amount of weight be lifted, or force exerted, such as when handling guest luggage or accepting shipments into the hotel.  Occasionally up to 50 lbs, rarely between 50 to more than 100 lbs.


This job requires the following special vision requirements:  close vision, distance vision, color vision, peripheral vision, depth perception, ability to adjust focus.


This job may require a slight amount of exposure to outdoor environmental conditions, for example, light snow shoveling or emptying exterior garbage cans.

Nearest Major Market: Bozeman
Nearest Secondary Market: Montana

Job Segment: Hotel, Manager, Franchise, Hotel Reception, Management, Hospitality, Retail

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