Front Desk Manager

Hotel Marcel, Tapestry Collection by Hilton

Hotel Marcel is a historic rehabilitation and adaptive reuse of the mid-century modern Armstrong Rubber Company Building aka Pirelli Building, originally designed by Marcel Breuer in 1967. The building is sustainable with LEED Platinum certification, solar power from the rooftop, parking canopy arrays to provide 100% of electricity for lighting, heating and cooling, and much more. The hotel is the first Passive House certified hotel and the first net-zero energy hotel in the United States.

It has165 rooms, a full-service restaurant, and 7,000 square feet of meeting space. True to the Tapestry brand style expect a unique boutique feel that combines local experiences, modern designs, and intimate service.

Join us and grow your career while being part of a revolutionary approach to hospitality. This is more than a job-it's an opportunity to make an impact and help redefine the future of sustainable travel.

The Front Office Manager's primary role is to ensure high quality service and leadership for the Front of House operations. The individual is responsible for oversight and leadership of the Front Desk team and providing support for all operations. The individual will be well versed in Front Office operations to assist the Agents with guest concerns and overall guest service. The Front Office Manager will also act as a Manager on Duty during some of their shifts. The Front Office Manager will report to the Director of Operations and ultimately the General Manager.

ESSENTIAL DUTIES/RESPONSIBILITIES:

Responsible for the adherence and enforcement of all Hotel policies and procedures

Responsible for maintaining the highest levels of professionalism and decorum amongst all the staff

Monitor inventory control and ordering procedures for Front Office and guest supplies

Organize and execute all training of Front Desk Agents

Oversee Front Desk Agent scheduling and requests

Perform coaching and counseling of all Front Desk Agents, Night Auditors and PBX operators as needed to enforce standards

Creates a comprehensive training program instilling a culture of service and follow through

Acts as a liaison between the Front Office and the Reservations/Sales team

Is intimately involved in troubleshooting and drilling down to determine and eliminate guest issues

Actively participate in cleanliness of all facilities

Handle any guest complaint or issue in a professional manner

Documents and communicates associate challenges

Complete a daily MOD Report to communicate guest opportunities and other information

Assist the Front Desk with all aspects of operations including check-in and check-out process

Maintain excellent relations with all local, state, city and federal police agencies and fire marshals

Review all potential safety and security issues and implement corrective action steps

Responsible for knowing all emergency procedures

Conduct walk-throughs of the property at a minimum of twice per day

Assist in projects and other duties as directed by the Director of Operations and the General Manager

Coach associates how to resolve and de-escalate conflicts

Instill a calm, organized approach in all situations

Assists in welcoming and escorting VIP's and other guests

Assist as Manager on Duty at the hotel

Assume responsibility/accountability

Work closely with Housekeeping, Engineering, Catering and Sales to assure groups and special functions are handled smoothly

Must be able to stand for long periods of time

OTHER DUTIES/RESPONSIBILITIES:

Comply with house policies and procedures

Attend all management training as requested by Director of Operations, the Human Resources Manager and/or the General Manager

Follow/enforce company policies and procedures

Ability to create, develop and make formal presentations using audio/visual aids

Create courteous, friendly, professional work environment

Provide overall direction, coordination, and ongoing evaluation of operations

Ability to quickly evaluate alternatives and decide on a plan of action

Report all safety hazards and suspicious person or activities to Security

Know all safety and emergency procedures and your role in assisting during these times

Will be required to work a varied schedule that may include evenings, nights, and week-ends

Associate is held accountable for all duties of this job

JOB QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

KNOWLEDGE/EXPERIENCE:

3 years' experience as a Guest Service Agent, Supervisor or Manager, preferably with a full-service property

Management experience required

Front Office Accounting experience

Must have experience at properties of similar size and quality

Proficiency in Microsoft applications is required

Verifiable record improving guest service and satisfaction

SKILLS:

Clear, concise written and verbal communication skills

Excellent service & communication skills

Strong technical skills

Excellent time management skills

Strong organizational skills

Computer and telephone skills required

Excellent listening skills

Exceptional detail in follow-up

Excellent safety and sanitation skills

Creative problem solving skills

Basic mathematical skills required

Strong attention to detail

ABILITIES:

Ability to sell concepts and ideas to management, peers, and employees

Ability to clearly and concisely present technical subjects

Demonstrate ability to lead by example

Abilities to inspire, train, and develop people for promotion

The ability to work well as a team as well as individually at times

Ability to multi-task in a high paced environment

Ability to read, speak, write, and understand English

Must be adaptable and flexible to change

Ability to work a flexible schedule and be able to work weekends and holidays

To remain calm and professional at all times

Ability to work under varying weather conditions

Be able to make quick decisions and possess good judgment