Who you are: You are someone who is obsessed with hospitality; it is quite natural for you to walk into a hotel and want to fluff every pillow you see, judge the level of cleanliness, or ask the front desk what type of system they are using. You get excited about how amenities are packaged, a guest service story created by an employee’s intuition, and can strip a bed faster than the best housekeeper. You enjoy casual sophistication and realize the concept of luxury has evolved to be approachable, and loathe heavily scripted interactions and cookie-cutter experiences. Your career experience is eclectic and dynamic, and you take great pride in having worked your way through a variety of hospitality roles. You are humble and understand the need to work side by side with others and take feedback seriously to improve upon processes. You love the collaborative environment you find in hotels and have a special place in your heart for the people and teams you have worked with and developed throughout your career.
Responsibilities:
- Uphold and role model the company’s values, while encouraging your direct reports to embody our values that drive collaboration, intuitive service, and translocal hospitality.
- Demonstrate passion and aptitude for all aspects of a guest’s experience, coaching your team to handle all guest interactions with the highest level of hospitality and professionalism.
- Encourage your team to find creative solutions in order to accommodate guest requests whenever possible.
- Serve as the tour guide for all hotel experiences a guest may encounter, following your intuition to uncover each guest’s likes or dislikes, enabling you to add a personalized touch that creates a special memory.
- Collaborate with and coach your team to complete the necessary activities for the day to ensure standards are achieved, ensuring an environment where associates feel supported and valued to exceed guests’ needs.
- Be knowledgeable in all matters related to the safety, security, satisfaction, and well-being of hotel guests and associates; respond swiftly and effectively in any hotel emergency or safety situations, and verify all associates are trained and following proper emergency procedures.
- Maintain proper par on all operation supplies and departmental supplies while following the budget given to you by the General Manager.
- Act as a key partner with the General Manager and the operations leadership team, demonstrating a united front committed to providing the best possible guest experience.
- Actively participate in recruitment, training, scheduling, supervising, coaching, and motivation of all Guest Services associates in order to create an environment that nurtures ideas and develops future talent for succession planning in the department.
- Execute the delivery of property events to in-house guests and future guests.
- Foster open lines of communication within the department by helping to facilitate daily line-ups, weekly leadership meetings, and monthly departmental all-staff meetings to create a transparent dialogue amongst the team to voice ideas and concerns while addressing the department’s key priorities.
- Coach and mentor your team on the development of their skill set, fostering an environment of continuous growth; effectively use corrective action to address root causes of issues, course-correcting any missed opportunities.
- Partner with Housekeeping and Engineering department heads to ensure hotel facilities and rooms are maintained in optimal condition, being emphatic about the smallest detail which may go unseen by the untrained eye.
- Monitor all reservation channels, verifying that detailed reservation information is collected and handled properly according to standards and protocol.
- Champion departmental and hotel-wide initiatives and best practices (e.g., Lobby Ambassador, and Manager on Duty programs) by ensuring you take the time to communicate, train, and coach associates on the purpose of each initiative.
- Maintain regular communication with the General Manager to provide updates, discuss plans, communicate needs, and align on priorities, understanding that flexibility with your responsibilities is paramount to support a successful operation.
Experience Required:
- Hotel Front Office Manager or Hotel Front Office Supervisor experience is a must.
- Hotel Experience is a must.