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Front Desk Operations Manager
1 month ago
We are a collection of independently spirited and branded hotels focused on remarkable hospitalityTM. Our vision, mission, values, and commitments are at the core of every decision we make and every person we hire.
Job SummaryWe are seeking a highly skilled and experienced Front Desk Supervisor to join our team at The Yarrow Group. As a Front Desk Supervisor, you will be responsible for overseeing the front desk operations, ensuring exceptional guest experiences, and leading a team of front desk agents.
Key Responsibilities- Monitor and manage front desk operations, including reservations, check-ins, check-outs, upgrades, room moves, billing, and guest follow-up.
- Resolve customer issues, complaints, and problems in a quick and efficient manner to maintain a high level of customer satisfaction and quality service.
- Make reasonable and professional decisions, communicating pertinent shift information to the next shift and direct supervisor.
- Coordinate with other departments, such as housekeeping or engineering, to process guests' requests.
- Oversee the front desk team members to ensure efficient and smooth operations, producing excellent feedback and guest satisfaction.
- Supervise daily shift process, ensuring all team members adhere to standard operating procedures.
- Assist in training and performance management of front desk agents.
- Ensure all service standards are met and adhered to.
- Work seamlessly and communicate clearly cross-departmentally.
- Educated and familiar with local and area recreational, dining, and cultural activities and attractions.
- Aligned with the culture, values, goals, and human resource programs of The Yarrow Group.
- Maintain a professional appearance and attitude at all times.
- Comfortable using Property Management Systems and other pertinent software as assigned.
- Assist in the operation, inventory, and pricing of the hotel Lobby Market retail shop.
- Assist in development and implementation of best practices, policies, and procedures for Front Desk team.
- Complete miscellaneous tasks as assigned.
- Minimum of two years of front desk experience.
- Strong background of supervisory experience.
- Excellent verbal and written communication skills.
- Proven track record resolving guest problems and expediting solutions.
- Understand daily hotel operations and systems.
- Must read, write, and speak the English language. Bi-lingual Spanish preferred.
- Flexible schedule during high business volume.
- 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
