Job Overview
Employment Type
Full-time
Work Schedule
Flexible
Weekend Shifts
Night Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Training and Development
Flexible Schedule
Job Description
The hiring company is a luxury hotel that upholds high standards of service and aims to provide an exceptional hospitality experience to its guests. Recognized for its upscale amenities and commitment to excellence, the hotel operates with a Forbes Four-Star service rating, emphasizing premium service quality across all departments. The hotel prides itself on maintaining a welcoming atmosphere complemented by top-notch facilities, including elegant guest rooms, public spaces, and premium guest services that contribute to a memorable stay for all visitors. With a focus on continuous improvement, guest satisfaction, and operational excellence, the hotel fosters a professional work environment where... Show More
Job Requirements
- Minimum five years of leadership experience in Front Office operations
- experience with SMS preferred
- background in luxury condo hotel operations
- familiarity with Forbes standards
- ability to resolve customer complaints effectively
- must have experience with properties of similar size and ratings
- excellent written and verbal communication skills
- ability to motivate and inspire teams
- proven record promoting teamwork and morale
- participative and hands-on management style
- familiarity with financial policies and credit handling
- ability to forecast labor expenses and departmental budgets
- strong organizational and time management skills
- proficiency with computers and POS/manual systems
- ability to work varied schedules including evenings, overnights, weekends, and holidays
- physical ability to stand, walk, handle materials, occasionally lift up to 100 pounds
- bilingual communication skills, preferably in Spanish
- knowledge of safety, sanitation, and security requirements
- ability to create a courteous, professional work environment
- excellent problem-solving and decision-making skills
Job Qualifications
- Five to seven years progressive Rooms Division management experience in luxury hotels
- four-year degree in hospitality or related field
- experience in Front Office leadership including Front Desk, Night Audit, PBX, Reservations, Bell staff, and Guest Services
- knowledge of Forbes standards and luxury service expectations
- ability to motivate staff for upselling
- experience training, cross-training, and developing employees
- proven track record in improving guest service and satisfaction
- strong communication and presentation skills
- team building and leadership experience
- experience managing multi-lingual staff and promoting teamwork
- understanding of scheduling for financial optimization
- experience with front office/reservations/housekeeping/guest services training
- ability to instill a guest service and can-do attitude in employees
- prior experience with international 4-star rated hotels and condo hotel luxury brands preferred
- familiarity with I Prefer loyalty programs
- bilingual skills preferred, especially Spanish
Job Duties
- Resolve guest concerns
- oversee scheduling, coaching, and counseling
- enforce department Forbes Standards
- staff development
- interview and hire staff
- support department managers with area coverage
- maximize room revenue
- control expenses
- drive high level of customer service
- collaborate with hotel executives for renovations, capital expenditures, and equipment changes
- conduct Rooms Divisions meetings and monthly financial reviews
- monitor labor expenses through schedule approval
- ensure service and product standards at 4-star level
- train and develop Front Office staff
- assist with policy formulation for Rooms Division
- implement programs to increase customer quality and service
- manage and monitor guest satisfaction scores
- respond to guest surveys and feedback from Medallia, TripAdvisor, IPrefer, and Expedia
- coordinate among Front Office departments for hotel-wide interfacing
- perform duties professionally per company policies
- work flexible schedules including evenings and holidays
- follow safety procedures
- maintain employee handbook and training standards
- ensure all areas meet hotel standards and revenue goals
- disseminate hotel communications to Rooms staff
- act as Manager on Duty in absence of senior leadership
- monitor guest service functions and maintain service standards
- participate in operations, sales strategy, and payroll meetings
- ensure staff training in life safety emergencies
- update department training and standards manuals
- hold monthly department meetings
- maintain guest service standards including cleanliness
- perform administrative duties such as performance evaluations and disciplinary actions
- evaluate and recommend front office computer and telecommunications system upgrades
Job Qualifications
Experience
Expert Level (7+ years)
Job Location
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