Front Desk Manager on Duty

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:

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.

We are proud to be an equal opportunity workplace and we practice being committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or Veteran status. We will require background checks and employment verifications and in some roles drug screens due to our contractual obligations.

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.