Front Desk Manager | Rose Wood

January 30, 2024

Job Description

Begin your Rosewood Journey
We believe that life is made of many journeys: inspiration, wonderment, curiosity, or the simple joy of discovering something new every day. If you share the same sentiment, then this opportunity is for you. To begin in the summer of 2024, Rosewood Amsterdam is currently seeking a motivated and dynamic Front Desk Manager who is a well-rounded and seasoned individual to be part of our award-winning team.
Job Summary
The Front Desk Manager’s duties include checking in and out hotel guests courteously and efficiently; process all payments according to established hotel requirements; own and resolve guest complaints (glitches) in a timely manner.  Provide information and assistance to all guests and visitors.
  • Flexibility to work shifts that will include early mornings, evenings, weekends and public holidays.
  • Ability to work overnight shifts when needed.
  • Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
  • Ensure that standards are maintained at a superior level on a daily basis.
  • Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.
  • Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
  • Maintain positive guest relations at all times.
  • Resolves guest complaints, ensuring guest satisfaction.
  • Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
  • Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
  • Meet with Supervisor to review daily assignments and priorities.
  • Confirm reservation in system and review all noted information.
  • For guests without a reservation, sell a room type agreed upon.
  • Verify reservation information with the guest (departure date, room type).
  • Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
  • Maintain guest history files on all guests.
  • Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
  • Set up accurate accounts for each guest checking in according to their requirements (i.e., share withs, separate room/tax/incidentals, comp).
  • Handle overbooked or “walked” guests and accommodate room changes.
  • Document all guest requests, complaints, or problems.
  • Document and confirm reservations and cancellations.
  • Block rooms in computer and follow through on designated requirements.
  • Pre-register designated guests and prepare key packets.
  • Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
  • Generate, print and distribute daily and weekly reports.
  • Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.
  • Adhere to all cashiering procedures: Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges. Make change for guests. Cash guests’ personal checks/travelers checks. Post charges. Run closing reports. Count and secure bank. Complete designated cashier reports. Balance receipts. Drop receipts.
  • Document pertinent information in the log book/ Lotus Notes/Front Desk Checklist.
  • Experience: Previous experience as a Front Desk Agent at a luxury/ultra-luxury hotel.
  • Education: High school diploma.
  • General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
  • Technical Skills: Ability to input and access information in the property management system/computers. Proficiency in Opera, Alice, KnowCross and Microsoft Office is preferred but not required.
  • Fluent English and Dutch is strongly preferred. 
About us: Once open, we aim to make our property to be the top destination of choice in the region. The immediate need of this role is to put together the hotel’s leadership team. We aim to create a fast-paced, international team, with a strong sense of collaboration. We believe in teamwork, finding solutions and being yourself at work. Because of this we are looking for someone who fits with our culture and so we’d like to make an offer to someone collaborative and result-oriented with a can-do mindset, and who would enjoy working at Rosewood as much as we do.