- Lead, coach, and hold accountable the front office team, including guest services, front desk, phone operations and third-party valet operations.
- Own the guest journey and positive experiences from pre-arrival through departure, guest satisfaction, and billing accuracy.
- Elevate service levels, providing guests with warm welcome, luggage services, and transportation around our farm.
- Champion, promote and successfully track departmental and organizational initiatives
- Foster and maintain strong, positive relationships with team members across all departments through communication and regular face-to-face interaction
- Maintain and successfully execute departmental and hotel policies
- Instill a calm, organized approach when interacting in stressful situations
- Approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction
- Ensure that sufficient staffing is present to meet the daily business demands
- Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent data
- Leads management to recruit, hire, train and successfully support and manage the talent of all new and existing team members
- This leader will be responsible for operating manager on duty shifts when required
- Demonstrate the ability to effectively interact, coordinate and communicate through daily pre-shift meetings with all team members of high guest impact areas (i.e. reservations, guest services, housekeeping, etc.) to ensure a smooth arrival through departure experience for all guests
- Be an expert in and demonstrate knowledge of all resort services, amenities, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately
- Comply with attendance rules and be available to work on a regular basis
- Perform any other job-related duties as assigned
- Must have a clean and neat appearance
- Other duties as assigned
- Comply with Southall Rules and Standards of Conduct as set forth in the Team Member Handbook
- Must have previous Rooms Division Leadership experience (front office or housekeeping)
- Luxury Resort experience preferred, demonstrating progressive career growth and a pattern of exceptional performance
- Must be able to understand, speak, read, and write in the English language
- Excellent verbal and written communications, networking, and presentation skills (in English)
- Excellent organizational skills and attention to detail
- Demonstrated ability to manage complex tasks and prioritize competing demands in order to meet deadlines
- Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
- Demonstrated ability with constructive, team-centric leadership skills
- Excellent team skills, including but not limited to; listening, coaching, guiding, flexible working, adaptability, collaboration, and facilitation
- Excellent communication skills, including but not limited to; listening, asking questions, building consensus, presenting, obtaining buy-in
- Experience with Opera PMS system a plus
- Must be able to push, pull and lift 50 lbs
- Available to work weekends, evenings and/or holidays
- Must be able to walk, stand for prolonged periods as needed
- Bachelor's Degree or higher-level education preferred, or four years related experience and/or training; or equivalent combination of education and experience.
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Front Office Manager - Franklin, United States - Southall
Description
Position: Front Office ManagerReports to: Resort Manager
Job Type: Full-Time
Southall is a premier destination bringing nature, produce and people together in a powerful and unique way. The Front Office Manager will oversee the guest experience, providing exceptional service to daily and overnight guests.
Responsibilities: