Front Desk Manager

We are in the business of making people happy and helping to create once-in-a-lifetime memories. We are looking for customer-centric, outgoing, friendly people who approach their job professionally, are knowledgeable in their field, and are dependable. We strive to hire people that will fit in well with our team.

Job description

Front Desk Manager for Earthbox Inn & Spa and The Bird Rock Hotel 

The Front Desk Manager is responsible for the smooth, efficient, and profitable operation of all hotel functions, they report directly to the General Manager and Owners. The Front Desk Manager is expected to successfully transmit and represent the General Manager and Owners approach to hotel operations in relation to property appearance and maintenance; employee behavior, appearance, and relations; guest relations; pricing and discounting decisions, etc. The Front Desk Manager will have regular meetings with the General Manager and Owners and will approach new challenges with enthusiasm.

Qualifications:

• 2 years' prior hotel management experience is preferred.

• College degree preferred.

• Hospitality experience preferred.

• Must have excellent customer service skills.

• Must have excellent leadership skills.

• Must be able to tolerate stress and calmly handle conflict.

• Must have solid computer skills including comprehensive knowledge of the internet, Google Docs and Sheets, and Microsoft Office programs.

• Knowledge of Ivy, Remote lock, reservation software, and third-party extranets preferred.

• Must be able to perform basic housekeeping duties.

• Must be able to lift 40 lbs.

• Must speak, read, and write English; fluently and with grammatical precision

• Knowledge of additional languages is a benefit.

• Must be at least 21 years old.

Communication:

• The Front Desk Manager reports directly to the General Manager and Owners.

• The Front Desk Staff and Night Manger staff report directly to the Front Desk Manager.

• The Front Desk Manager will coordinate communication with Housekeeping Supervisor and Maintenance Supervisor.

• The Front Desk Manager facilitates communication between the Front Desk and other departments (Housekeeping and Maintenance)

• The Front Desk Manager oversees primary guest communication.

Principal Duties and Responsibilities include, but are not limited to:

• Must ensure excellence! From top to bottom, inside and out, the Front Desk Manager is responsible for providing an outstanding quality of all hotel services including but not limited to daily hotel operations, guest communications, concierge services, staff communication, lobby, spa, coffee shop, building and room appearance and cleanliness;

• Make sure the Front Desk is sufficiently staffed at all times, the hotels are open for business and a Night Manager is on duty every night,

• Identifying staffing needs and is part of the hiring team, staff training, write-ups, employee evaluations, recommendation letters, and firing,

• Creating weekly employee schedules and posting,

• Ensuring off-site breaks to staff,

• Ensuring that all staff have all proper paperwork, licenses, and food handler’s cards, as applicable,

• Communicating clearly with all staff and mediating communications between management, front desk, spa, housekeeping, and maintenance departments,

• Ensuring smooth daily front desk operations and guest communication, including, but not limited to phone reservations, email communications, third-party booking operations, overseeing group bookings, concierge and spa services,

• Overseeing all guest reservations from checking guests in and out, assisting guests with requests, activity planning, and general tourist information

• Checking and entering all new reservations, checking and attending to alarms, Slack messages, emails, text messages, guest reviews, checking upcoming reservations, group rooming lists, scheduling luggage handling and managing Ivy, Remote Lock and WebRezPro, and any other software systems as adopted,

• Ensuring correct and thorough accounting procedures as prescribed by the General Manager and Owners,

• Making sure all necessary forms are available and well stocked at both properties

• Answering the telephone as promptly as possible and returning any messages as soon as possible, realizing that a lost call may mean lost revenue,

• Promptly identifying, solving, and/or delegating hotel maintenance and housekeeping issues,

• Troubleshooting issues involving guest complaints, third-party bookings, and technical issues,

• Managing guest lost and found items, providing their safe return,

• The Front Desk Manager is part of the Safety Committee, scheduling meetings, taking minutes, and implementing safety procedures.

• The Front Desk Manager is responsible for gift shop inventory, creating an inviting appearance, and proper pricing and labeling of Gift Shop items.

• Running errands like bank drops, post office, and daily checks at Bird Rock Hotel.

• Assessing crises and making responsible decisions (e.g. know when to call police, EMS vs. when to call General Manager or Owners);

• Is available on weekends, evenings, and holidays.

• Must be reachable by company cell phone when his/her shift starts until his/her shift is over and in emergencies.

• Other tasks as requested by the General Manager or Owners.

Job Type: Full-time

Salary: $28.00-$35.00 per hour

Benefits:

• Employee discount

• Health insurance

• Paid time off

• Retirement plan

Schedule:

• 8 hour shift

• Day shift

• Evening shift

• Holidays

• Weekends as needed

Work setting:

In-person

Experience:

• Management: 2 years (Preferred)