Status: Year-round, Full-time, Exempt
Responsibility:
- Low level of supervision needed
- Low level of tactical decision making
- Reports to Director of Lodging
- Supervises Front Desk and Bell Teams
Skills:
- Excellent Administrative Skills: Use of technology, verbal and written communication, business correspondence, organization, time management.
- Advanced Management Skills: Decision making, planning, problem-solving, communication, delegation, time management, organization, interpersonal skills.
- Advanced Supervisory Skills: Communication, leadership, conflict resolution, motivation, interpersonal skills, understand diversity and generational differences.
- Excellent Teamwork and Communication Skills: Interact, work and relate with people, listen, speak, read, write, observe, use English fluently.
- Excellent Customer Service Skills: Product knowledge, problem-solving skills, time management, attentiveness, patience, positive attitude, a willingness to go the extra mile, responsibility, professionalism.
- Special Skills: Expertise in boutique luxury lodging and reservations. Strong communication, interpersonal, and problem-solving skills, with a proven ability to lead diverse teams. Analytical, organized, and able to multitask in a fast-paced, high-pressure environment.
- Experience:
- Several years of progressive leadership experience in Front Office or Rooms Division within a luxury hospitality environment
- Minimum, 1 years in a reservations environment, including 1 year in a supervisory capacity within a luxury or boutique hotel or club.
- Proficient in Club PMS systems (e.g., Northstar, Club Essentials, Jonas Chorum, Opera) and financial/accounting procedures.
- Knowledge of group contract negotiation and yield management.
- Prior experience supporting Front Office operations is preferred.
Effort:
Medium – Walk and stand for extended periods of time. Bend, reach, push, pull, lift and carry up to 50 pounds.
Work Conditions:
Level 2 – Mostly indoors, air conditioning, variable schedule based on business demands.
Duties:
- Direct and control activities of the Front Office operations, including Guest Services, Reservations teams.
- Serve as Manager on Duty in absence of senior leadership, handling escalations, emergencies, and key operational decisions
- Oversee guest arrival, departure, billing, and room inventory management to optimize occupancy and revenue.
- Resolve guest complaints, ensure high standards of customer service, and liaise with Housekeeping, Food & Beverage, and other departments.
- Uphold safety, security, and service standards; respond to emergencies effectively.
- Manage all incoming individual and group reservations through phone, email, and online systems
- Lead negotiation and tracking of group room night contracts, including blocks and attrition terms.
- Maintain clean, accurate reservation records, monitor availability, and room assignments
- Support revenue optimization through collaboration with leadership on pricing strategies
- Ensure compliance with club policies and data security standards
- Provide exceptional and gracious guest service in all communications
- Manage Staffing: Interviewing, training, scheduling, and performance evaluations for Front Desk, Guest Services, Night Audit, Reservations, and related seasonal teams.
- Enforce financial and credit policies: check cashiers’ work, rebates, and direct billing compliance
- Use property management systems (PMS) to monitor performance, generate reports, and inform operational decisions.
