Front Desk Manager

Job Purpose:

Manage the day-to-day activities of the guest service operations to maintain high quality
of service according to Lemon Spaces standards.
 May serve as "manager on duty" as required and perform other duties as assigned including
assisting staff with their job functions during peak periods.

1.Set departmental objectives, work schedules, budgets, policies, and
procedures.
2. Oversee the entire Guest Service operation to maintain high standards
according to Lemon Spaces.
3. Inspect, plan and ensure that all materials and equipment are in complete readiness
for service; rectify any deficiencies with respective personnel to include guest service
staff, Bell/Door staff and Concierge staff.
4. Prepare and adjust weekly work schedules in accordance with staffing guidelines and
labor forecasts.
5. Conduct pre-shift meeting with staff and review all information relevant to the day's
business.
6. Document any late or absent employees to ensure that staff report to work as
scheduled.
7. Schedule and conduct routine inspections of the guest service and over
all areas to ensure that all policies are implemented as per Lemon
Spaces’ standards.

8-Monitor the appearance, standards, and performance of the guest service team
Members with an emphasis on training and teamwork.
9. Ensure Team Members have current knowledge of Lemon Spaces products, services,
pricing and policies, as well as knowledge of the local area, and are continuously
trained to learn and understand policies and practices
10. Ensure all staff is properly trained on systems and service standards and have the
tools and equipment needed to effectively carry out their job functions.
11. Ensure that current information on rates, packages and promotions are available at
the Guest service and that all staff is knowledgeable on such.
12. Maximize room occupancy at best rates and use up-selling techniques to promote
Lemon Spaces services and facilities
13. Ensure regular and VIP Guests are recognized and the Guest service department
operates with a sales attitude and promotes the brand’s loyalty scheme
14. Review the daily business levels, anticipate critical situations and plan effective
solutions to best expedite these situations.
15. Resolve guest complaints in a timely manner with a positive attitude to ensure guest’s
satisfaction
16. Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous
improvement
17. Maintain positive guest relations at all times to improve guest’s satisfaction
18. Anticipate guests’ needs, respond promptly and acknowledge all guests, however
busy and whatever time of day.
19. Monitor team members to ensure their adherence to Lemon spaces’ policies and
ensure providing the guest with a flawless experience.
20. Monitor the check-in/check-out process; anticipate critical situations and assist
wherever necessary to help alleviate the pressure and to process the guest
expediently.
21. Monitor communication logs and correspondences and ensure that guest requests are
followed up within minutes.
22. Review previous night's no-shows, verify, and ensure billing of such.
23. Assist and support the team and the accounting team in researching all disputed
charges and contact guests were required to explain disputes regarding Guest service
procedures.
24. Anticipate sold-out situations and know how many rooms are overbooked to make the
needed analysis and share it with the concerned departments.
25. Handle overbooked or “walked” guests to ensure meeting the guests’ expectations
and ensure maximize rooms’ occupancy.
26. Manage and follow up administrative tasks (team schedule, breaks, paperwork and
sorting in and sorting out of vouchers) to maintain efficiency of work for the whole
department.