Hotel Front Desk Manager

Hay Creek Hotels is seeking a passionate and customer service focused Front Desk Manager to lead our team at the new Embers Hotel. Ideal candidates will exhibit outstanding professionalism with the ability to multi-task and excel in a fast-paced environment. The ability to fully own the service experience at the hotel is a must. We are looking for an outgoing and passionate hospitality professional.

Tucked in the quaint mountain town of Blowing Rock, North Carolina, The Embers Hotel offers 36 guest rooms and suites with full-service restaurant and al fresco dining patio. Managed by Hay Creek Hotels, this new-build boutique location embodies a fireside retreat with 4-star service in an approachable, natural setting,

Position is full-time and all applicants must be available for daytime, evening, weekday, and weekend shifts as needed.

Annual salary $52,000.

Job Summary:

• Independently manages Front Desk personnel, specifically front desk employees, night auditors, bell staff/turn down team, to include but not limited to the responsibility of hiring, training, administering performance reviews, determining wages, coaching and discipline, termination, and weekly scheduling.

• Master the hotel property management system (Room Master). Troubleshoot PMS issues as needed. Ensure all guest service agents are well versed in navigating the system, and verify transactions are posted correctly. Review PMS reports daily.

• Lead staff by professionally handling any guest issues or concerns, problem-solving, and follow up with all guest complaints, maintenance issues, and safety concerns.

• Have a thorough knowledge of local amenities, hotel services, shopping, dining, entertainment, and travel directions. Have full knowledge of all parking options, guest charges, and fees as well as all rates, packages, and booking restrictions.

• Work closely with General Manager on forecast and yield management.

• Work closely with Housekeeping Manager and Maintenance Manger to ensure smooth transitions for guests in rooms. Working to determine demand for specific rooms and prioritizing rooms based on that demand.

• Update and maintain the website with special stay packages and deals, working closely with company social media director. Assist sales in devising packages and other deals for the upcoming periods.

• Supervise all cash and accounting practices performed at the front desk.

• Ability to communicate with managers and staff in a positive, efficient, and friendly manner.

• Flexibility to step into whatever role is needed to deliver exceptional customer service. This may include taking on job responsibilities outside of this job description and may require assisting other departments in their regular functions.

• Manager retail outlet to understanding of retail offerings and sales. Source and make recommendations for items to sell in market with General Manager.

• Interact with guests in a respectful, cheerful, and polite manner and effectively service the guest's needs.

• Willingness to work weekends, holidays, and/or flexible hours based on hotel needs.

Hay Creek offers an extensive benefit and incentive package, including;

• Insurance Benefit package including company-funded Medical, Dental, Vision, Life, Disability, Accident, and Critical Illness plans*
• Free Life Insurance of $25K from HCH*
• Tax-free Flex Spending Accounts for Medical Costs and Daycare Costs*
• Wellcard membership (up to 60% discounts on prescriptions, gym memberships, and more).*
• Competitive Paid Time Off including Vacation, Sick, Holiday Pay, and Personal Birthday*
• Complimentary Staff Meals Daily
• Weekly payroll schedule
• Competitive Wages with Cost of Living Adjustments and Annual Performance/Wage Reviews
• Lodging Discounts at any HCH Property (Employee forty-nine per night, Friends & Family eighty nine per night)
• Dining Discounts at any HCH Property (50% off food for employee and guests)
• Spas, Golf Course, and Activities Discounts at any HCH Property
• Hospitality Discounts from our partners at the New England Inn & Resort Association and Historic Hotels of America
• Industry Travel Discounts through Working Advantage (rental cars, event tickets, local activities, etc.)
• Supportive Culture that is fun and motivating, with open-door policy work environment
• Employee Recognition Program through 'Delight Dollars' appreciation and prizes
• Employee Assistance Program including 24/7 confidential support and KOFE financial education
• Accelerated Career Advancement of professional enrichment, company-sponsored conferences & classes, and our formal Professional Development Program for new managers in training.
• Free Parking

(*for eligible associates classified as benefits eligible)

About Hay Creek Hotels:

Founded in 2005, Hay Creek Hotels was created specifically to combine the intimacy of a boutique hotel with world-class cuisine, cutting-edge technology, unparalleled guest service and the exclusive amenities of a luxury inn. At Hay Creek Hotels, our passion is to pioneer superior service and inspire excitement within the small, independent hotel sector: to "Delight & Surprise" our guests every day. These values are driven by the idea that the best hotels and restaurants are the ones that draw on the spirit, culture and character of their locales. From meticulously renovated historic properties to exciting new-build hotels, we offer some of the most unique and interesting lodging and dining destinations in the United States. Our hotels and resorts are designed to reflect their respective neighborhoods and serve as good neighbors by participating in community events and causes. Through environmentally responsible design and day-to-day management, we adhere to best practices for sustainable operations at every location.

Bringing a hyper-local focus to the hotel dining experience, the restaurants in the Hay Creek Hotels collection form deep connections with respected local farms and providers. Our chefs seamlessly integrate their regions' finest meats, seafood and produce with contemporary cooking styles and flavors. Each Hay Creek restaurant is distinguished by sophisticated yet casual ambiance and cuisine that delivers both comfort and surprise with each bite. We are not the average box hotel, and this is not the average dining experience. Dishes are created each night with the perfect balance of texture, flavor, and presentation. Farm-to-table food brings sensational seasonal menus with creative twists on old classics.

Our Core Values and Beliefs;

We promote and support a culture that Delights & Surprises each of our customers, associates, and business partners. Our Host Philosophy encourages each associate to develop the skills necessary to offer outstanding hospitality service outside the scope of their primary job responsibilities. Our Associate Promise is the commitment to truly listen to and communicate openly and honestly with all team members. We embrace Pride Of Ownership to create an, “I can, I am, I own,” empowered approach to everything we do. Partnering in our Local Community and respecting the environment we live in are beliefs we incorporate into daily operations.

To learn more, visit us at www.HayCreekHotels.com

• Recent 2+ years Hotel Front Office experience required
• Strong, natural customer service skills
• Experience in Property Management software (Room Master a plus)
• Excellent verbal and written communication skills
• Comfortable with leadership and managing a team with motivation, accountability, and regular follow-up
• Ability to establish a strong service culture and maintain high customer service standards
• Ability to multitask, adapt to change, think quickly, and prioritize effectively in a fast paced and demanding environment while maintaining calmness, composure, and hospitality