Front of House Manager

Found in: Appcast US C2 - 2 weeks ago

Boston, United States The 'Quin House Full time

Primary Responsibilities

The Front of House Manager is responsible in the direction and administration of Front Desk, Valet Parking, Spa/Gym, Door, Housekeeping/Public areas, and Overnight cleaning operations. The Front of House Manager is responsible for leading and developing The 'Quin House front desk and housekeeping teams in achieving world class service standards, including associate training, performance management, and growth strategy. The Front of House Manager, in collaboration with the Assistant Director of Operations - Front of House, embodies and upholds The 'Quin House luxury standards, ensuring high member, guest, and team satisfaction.


ABOUT THIS ROLE

  • Provide leadership and instill a culture and work environment based upon respect; providing opportunities for staff to learn, grow and develop their abilities through training of employees and creating a positive, productive working environment
  • Manage and coordinate the planning, organizing, training and leadership necessary to achieve stated responsibilities in sales, costs, employee retention, member satisfaction, rooms quality, cleanliness and sanitation
  • Implement overall rooms sales strategy that aligns with organizational policies and goals
  • Manage and maintain rooms inventory controls including, but not limited to, room accommodation and rate inventory controls, implementation of blackout dates, maintaining demand information and managing sellout strategies
  • Develop, monitor, and adjust sales and pricing strategies
  • Develop and recommend the annual budget, marketing plans and objectives and manages within those approved plans
  • Monitor and analyze cost center financial performance and contribution to club’s profitability
  • Implement and maintain rooms marketing and other marketing activities and club programming initiatives
  • Hire, train, empower, coach and counsel, performance and salary reviews
  • Manage payroll, reports, forecasts, inventory, and budget for rooms
  • Implement procedures to increase member and employee satisfaction
  • Understand all policies, procedures, standards, specifications, guidelines, and training programs for The Quin
  • Supervises the work activities of housekeeping staff
  • Distributes keys and work assignments to staff
  • Addresses guest complaints regarding rooms and housekeeping services
  • Monitors linen and guest supply inventory
  • Reports any maintenance repairs to maintenance staff, records repair information in maintenance log
  • Completes follow-up on vacant or occupied rooms
  • Assumes functions of Housekeeper as necessary
  • Handle all member interactions with the highest level of hospitality and professionalism – accommodating special requests whenever possible; assists residents in all inquiries in connection with The Club services, hours of operations, in-house events, directions, etc. Responds to all member requests in an accurate and timely manner making recommendations based on local knowledge
  • Ensure that collateral and information for vendors, restaurants, museums, attractions, maps, and other local attractions are updated and current. Is knowledgeable about what activities are available in the local vicinity (theatre, sports, concerts, shows, special exhibits, sightseeing) and establishes close relationships with vendors in these areas in order to provide information, transportation, ticketing, and reservations for residents
  • Monitor the fire alarm panel; responds to any emergency, such as providing access to emergency personnel - fire department, ambulance, etc
  • Manages the lost and found program.
  • Assume 100% responsibility for the quality of services provided
  • Continually strive to develop the staff in all areas including, Front Desk, Valet Parking, Spa/Gym, Door, Housekeeping/Public areas, and Overnight cleaning for managerial and professional development
  • Oversee and ensure that policies on employee performance appraisals are followed and completed on a timely basis
  • Fully understand and comply with all federal, state, county and municipal regulations that pertain to health, safety and labor requirements of the club, employees and members
  • Investigate and resolve member complaints
  • Assume additional tasks assigned to you by your direct supervisor or any manager of The Quin that are reasonable requests


WHO WE ARE LOOKING FOR

  • At least 3-5 years of progressive leadership experience in a hotel front desk setting
  • Startup/opening of hotels experience preferred
  • Service oriented style with professional presentations skills
  • Experience managing and developing teams
  • Results-driven leader who is fearless about execution, is creative, can champion a vision and roadmap, and is not afraid to dig into the details
  • A strong team player who supports their team and embraces ownership, accountability, and responsibility for the team’s work
  • Excellent oral and written communication skills
  • Detail oriented, excellent prioritization, time management, organizational and follow up skills
  • Demonstrated ability for process excellence and project management
  • Good financial acumen
  • Basic understanding of Health and Safety, Food Hygiene and Employment Legislation
  • Open availability and flexibility to work according to the needs of the business
  • Comfortable with WORD, PowerPoint and Excel
  • High School Diploma or equivalent

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