Mission Control Manager (Front Desk Manager)

Position Overview: The Front Desk Manager (Mission Control Manager) is responsible for the success of the front desk, for ensuring guest satisfaction and product quality standards are met, and for managing all front of the house areas of the hotel according to Brand standards to achieve a friendly atmosphere of superior guest service.

Major Duties & Responsibilities: * Provide an issue free environment through motivation, support, empowerment and development of crew members.

* Manage the Ground Control (Bell staff) to ensure they deliver excellent service above and beyond the norm to exceed guest expectations.

* Responsible for check in/out upon guests' request.

Greet and acknowledge all guests in a warm and friendly manner while remaining calm with demanding guests.

* Execute guest cabin moves as needed and communicate such to Cabin Crew managers.

* Post charges into the OPERA system and obtain payment from the guest.

* Learn the Hotel night audit systems and perform respective duties when scheduled to work the night audit shift.

* Assist guests with luggage requests.

* Solicit and communicate guest feedback for continuous improvement.

* Own customer complaints and issues and empower oneself to seek immediate resolve.

* Ensure timely follow up on matters involving other departments and communicate back to guests.

* Demonstrate self-confidence, energy and enthusiasm always.

* Provide and assist guests with general services and information that enhances the YOTEL guest experience.

* Ensure thorough knowledge of safety and emergency procedures.

This position description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated wwith the position.

May perform other duties as assigned.