- Reports to: Director of Rooms
- Subordinates: Front Desk
- Job title also known as: Manager on Duty. This job description is a general representation of the duties and responsibilities commonly found in Northwood Hospitality for this type of position; it may be modified at an individual hotel based upon business necessity.
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Front Desk Manager on Duty - Charleston, United States - Northwood Investors LLC
Description
Northwood Investors is a privately held real estate investment advisor that was founded in 2006 by John Kukral, the former President and CEO of Blackstone Real Estate Advisors. Northwood employs a fundamental, value-driven investment strategy with a longer-term outlook. Northwood invests alongside institutional and private clients in a broad range of real estate and real estate-related investment opportunities globally, with approximately $7 billion of assets under management.Northwood has office locations in the US in Denver (headquarters), New York, Dallas, Los Angeles and Charlotte. The firm also has employees who work for vertically integrated platforms, such as Retail and Hospitality, in Florida, North and South Carolina, California, and Texas. Additionally, the firm has professional teams located in the United Kingdom, Luxembourg, Paris, Singapore, and Amsterdam.
Northwood Hospitality, a wholly owned subsidiary of Northwood Investors, manages the prominent hotel portfolio acquired by Northwood Investors. The growing portfolio of Northwood Hospitality currently consists of fourteen iconic properties, thirteen of which are managed by Northwood Hospitality.
For more information, visit Northwood's website at
Job Descripition
Summary:
Assist in managing the Front Office team during the evening shift while maintaining quality standards and ensuring guest satisfaction.
Primary Responsibilities:
Ø Oversees the daily operation.
ØSchedules guest service agents, bell staff and telephone services. Oversees their reviews, training and development of staff to achieve hotel service quality standards.
ØKnowledgeable of daily events and functions, group arrival and departures and in house groups.
ØAnalyzes and generates reports and communicates information to employees and appropriate departments.
ØFollows company policies and procedures and is able to effectively communicate them to subordinates.
ØResponds quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction
ØAssists in the development of business plans and/ or new programs designed to achieve guest satisfaction and financial goals.
ØResolves employee or guest issues in a positive manner and follows up to ensure satisfaction.
ØAble to instruct, direct and take control in emergency situations.
ØProvides a professional image at all times through appearance and dress.
ØFollows company policies and procedures and is able to effectively communicate them.
ØParticipates in the recruiting efforts of the hotel through screening applicants and team interviews.
ØFulfills Manager on Duty shifts.
Relationships:
Internal: All hotel departments: For effective communication, resolutions and
leadership.
External: Guests: To handle and resolve guest issues.
Qualifications:
Education/ Experience: High School diploma or equivalent. Two years work experience in a hospitality-related job.
Skills: Leadership skills.
Strong oral and written communication skills.
Attention to detail.
Planning and organizational ability.
Customer service.
Computer skills.
Working Conditions:
Will be required to work evenings, weekends, and holidays.
Will be required to work in fast paced, stressful environment.
A large portion of time will be spent at the front desk resolving guest issues and supporting the front desk team. Some lifting and pushing of up to 50 pounds may be required when assisting guests.
A significant portion of time will be spent interacting with the general public, customers and employees.
He or she will need to be able to speak and write clearly. This person will need to be able to react quickly, use good judgment and make sound business decisions.
Organizational Structure:
We offer competitive benefits and wellness programs: Competitive, pay, generous time off policies, paid parental leave, charitable matching donation program, paid volunteer time off, physical wellness reimbursement, company paid training, conferences and professional membership fees, employee/friends/family discounts at our hotel properties to name a few.