Front Office Manager

Job Description

Position: Front Office Manager

Reports 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:

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

Skills and Experience:

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

Education

Bachelor’s Degree or higher-level education preferred, or four years related experience and/or training; or equivalent combination of education and experience.

Southall Farm and Inn is committed to a diverse and inclusive workplace. Southall provides equal employment opportunities to applicants and employees and does not discriminate on the basis of age, race, color, ancestry, religion, sex, sexual orientation, gender identity or expression, transgender, national origin, status as a protected veteran, disability or any other classification protected by law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.