Front Office Manager - The Cloudveil Hotel

ABOUT US

The Yarrow Group is a collection of independently spirited and branded hotels focused on remarkable hospitality™. We see everyday as an opportunity to enrich the lives of our employees, guests, and communities. Our vision, mission, values, and commitments are at the core of every decision we make and every person we hire. No heroes, no egos–just a diverse group of individuals with solid relationships built on a foundation of trust that honors our employees, guests, and investors.

OUR VALUES

We Engage and We Listen

We Care and We Own

We Provide and We Ensure

We Appreciate and We have Fun

JOB OVERVIEW

As the Front Office Manager, you are responsible for all aspects of the front desk/guest experience operations including, but not limited to: reservations, check-ins, check-outs, upgrades, room moves, billing, and guest follow-up. You must maintain high standards in all aspects of internal and external service and embrace the Marriott Brand service culture. You will oversee the front desk team. You are responsible for providing support and ongoing training to build the skills and knowledge of your team. You must ensure you and your team members maximize the guest experience by achieving all service standards, maintaining consistent quality of service, exceeding expectations, and efficiently completing departmental objectives.

ESSENTIAL JOB FUNCTIONS

1.    Closely monitor front desk/front drive operations including, but not limited to: reservations, check-ins, check-outs, upgrades, room moves, billing, and guest follow-up

2.    Manage front desk/front drive team, including, scheduling, labor, payroll, training, performance management, hiring, and terminating

3.    Create weekly staffing schedule per guidelines in the Employee Policy Guide. Review and adjust staffing daily to ensure optimum staffing levels

4.    Adhere to staffing and budget guidelines

5.    Assist in budgeting and monthly planning

6.    Complete inventory and ordering of office supplies to maintain established par stocks

7.    Ensure all Brand and service standards are met and adhered to. Remain calm and alert, and resolve guest complaints within guidelines. Protect guest sentiment by representing and promoting the hotel and dealing positively with the public. Follow the LEARN model.

8.    Work seamlessly and communicate clearly cross-departmentally

9.    Promptly answers the telephone and email inquiries from internal and external communication streams. Inputs messages into the computer and advises other associates of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested

10. Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. Promotes and administers Hotel Marketing programs, for arriving guests. Ensures guest knows location of room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.

11. Monitor guest accounts and room inventory

12. Aligned with the culture, values, goals and human resource programs of the Marriott Brand.

13. Maintain a professional appearance and attitude at all times

14. Comfortable using Property Management Systems and other pertinent software as assigned including by not limited to Control Panel, GXP, Medallia, and applicable MGS applications

15. Greets customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.

16. Monitor and track Bonvoy Member and VIP pre-arrival communication, arrival experience, in-house communication, departure, and post-travel communication

17. Assist in development and implementation of best practices, policies and procedures for Front Desk team

18. Educated and familiar with local and area recreational, dining, and cultural activities and attractions

19.  Maintain a clean, neat and organized workstation and lobby area.

20.  Follow safety and emergency guidelines, policies and procedures.

21.  Maintain personal bank, house bank and operate cash register without error.

22.  Complete and approve all manual adjustments to revenue

23. Oversee operation, inventory, and pricing at Lobby Market retail shop

24. Oversee lost and found operations, including inventory management, guest out reach, and shipping.

25. Complete miscellaneous tasks as assigned.

Requirements

ESSENTIAL QUALIFICATIONS

·         5 years of progressive leadership experience Front Desk / Guest Services

·         Strong background of customer service experience

·         Process excellent verbal and written communication

·         Proven track record in resolving guest problems and expediting solution

·         Understand daily hotel operations

·         Must read, write and speak the English language effectively

·         Flexible schedule during high business volumes including weekends, evenings, and holidays

·         Possesses basic math skills

·         Ability to effectively manage internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts

PHYSICAL DEMANDS &WORK ENVIRONMENT

The physical demands & work environment 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 each duty proficiency.

Standing, bending, stooping and lifting weights up to and including 75 lbs. may be required

The hospitality business functions seven (7) days a week, 24 hours a day, 365 days a year. In addition, the hospitality business and a hospitable service atmosphere must be projected at all times

STANDARD SPECIFICATIONS

Requirements are representative of minimum levels of knowledge, skills and/or abilities.  To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their direct report.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources