The Yarrow Group
Front Office Manager - The Cloudveil Hotel
The Yarrow Group, Jackson, Wyoming, United States, 83001
ABOUT US
The Yarrow Group is a collection of independently spirited and branded hotels focused on
remarkable hospitality . We see everyday as an opportunity to enrich the lives of our employees, guests, and communities. Our vision, mission, values, and commitments are at the core of every decision we make and every person we hire. No heroes, no egos–just a diverse group of individuals with solid relationships built on a foundation of trust that honors our employees, guests, and investors.
OUR VALUES
We Engage and We Listen
We Care and We Own
We Provide and We Ensure
We Appreciate and We have Fun
JOB OVERVIEW
As the Front Office Manager, you are responsible for all aspects of the front desk/guest experience operations including, but not limited to: reservations, check-ins, check-outs, upgrades, room moves, billing, and guest follow-up. You must maintain high standards in all aspects of internal and external service and embrace the Marriott Brand service culture. You will oversee the front desk team and provide support and ongoing training to build the skills and knowledge of your team. You must ensure you and your team members maximize the guest experience by achieving all service standards, maintaining consistent quality of service, exceeding expectations, and efficiently completing departmental objectives.
ESSENTIAL JOB FUNCTIONS
Closely monitor front desk/front drive operations including, but not limited to: reservations, check-ins, check-outs, upgrades, room moves, billing, and guest follow-up.
Manage front desk/front drive team, including scheduling, labor, payroll, training, performance management, hiring, and terminating.
Create weekly staffing schedule per guidelines in the Employee Policy Guide. Review and adjust staffing daily to ensure optimum staffing levels.
Adhere to staffing and budget guidelines.
Assist in budgeting and monthly planning.
Complete inventory and ordering of office supplies to maintain established par stocks.
Ensure all Brand and service standards are met and adhered to. Remain calm and alert, and resolve guest complaints within guidelines. Protect guest sentiment by representing and promoting the hotel and dealing positively with the public. Follow the LEARN model.
Work seamlessly and communicate clearly cross-departmentally.
Promptly answer the telephone and email inquiries from internal and external communication streams. Input messages into the computer and advise other associates of special guest needs. Retrieve messages and communicate the content to the guest. Retrieve mail, packages, and facsimiles or other special items for customers as requested.
Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Promote and administer Hotel Marketing programs for arriving guests. Ensure guest knows location of room. Provide welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.
Monitor guest accounts and room inventory.
Align with the culture, values, goals, and human resource programs of the Marriott Brand.
Maintain a professional appearance and attitude at all times.
Comfortable using Property Management Systems and other pertinent software as assigned including but not limited to Control Panel, GXP, Medallia, and applicable MGS applications.
Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action, and provide accurate information such as outlet hours, special VIP programs, events, etc.
Monitor and track Bonvoy Member and VIP pre-arrival communication, arrival experience, in-house communication, departure, and post-travel communication.
Assist in the development and implementation of best practices, policies, and procedures for the Front Desk team.
Educated and familiar with local and area recreational, dining, and cultural activities and attractions.
Maintain a clean, neat, and organized workstation and lobby area.
Follow safety and emergency guidelines, policies, and procedures.
Maintain personal bank, house bank, and operate cash register without error.
Complete and approve all manual adjustments to revenue.
Oversee operation, inventory, and pricing at Lobby Market retail shop.
Oversee lost and found operations, including inventory management, guest outreach, and shipping.
Complete miscellaneous tasks as assigned.
Requirements
ESSENTIAL QUALIFICATIONS
5 years of progressive leadership experience Front Desk / Guest Services.
Strong background of customer service experience.
Process excellent verbal and written communication.
Proven track record in resolving guest problems and expediting solutions.
Understand daily hotel operations.
Must read, write, and speak the English language effectively.
Flexible schedule during high business volumes including weekends, evenings, and holidays.
Possesses basic math skills.
Ability to effectively manage internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
PHYSICAL DEMANDS & WORK ENVIRONMENT
The physical demands & work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform each duty proficiently.
Standing, bending, stooping, and lifting weights up to and including 75 lbs. may be required. The hospitality business functions seven (7) days a week, 24 hours a day, 365 days a year. In addition, the hospitality business and a hospitable service atmosphere must be projected at all times.
STANDARD SPECIFICATIONS
Requirements are representative of minimum levels of knowledge, skills, and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.
A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their direct report.
Benefits
Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Vacation, Sick & Public Holidays)
Short Term & Long Term Disability
Training & Development
Wellness Resources
#J-18808-Ljbffr
The Yarrow Group is a collection of independently spirited and branded hotels focused on
remarkable hospitality . We see everyday as an opportunity to enrich the lives of our employees, guests, and communities. Our vision, mission, values, and commitments are at the core of every decision we make and every person we hire. No heroes, no egos–just a diverse group of individuals with solid relationships built on a foundation of trust that honors our employees, guests, and investors.
OUR VALUES
We Engage and We Listen
We Care and We Own
We Provide and We Ensure
We Appreciate and We have Fun
JOB OVERVIEW
As the Front Office Manager, you are responsible for all aspects of the front desk/guest experience operations including, but not limited to: reservations, check-ins, check-outs, upgrades, room moves, billing, and guest follow-up. You must maintain high standards in all aspects of internal and external service and embrace the Marriott Brand service culture. You will oversee the front desk team and provide support and ongoing training to build the skills and knowledge of your team. You must ensure you and your team members maximize the guest experience by achieving all service standards, maintaining consistent quality of service, exceeding expectations, and efficiently completing departmental objectives.
ESSENTIAL JOB FUNCTIONS
Closely monitor front desk/front drive operations including, but not limited to: reservations, check-ins, check-outs, upgrades, room moves, billing, and guest follow-up.
Manage front desk/front drive team, including scheduling, labor, payroll, training, performance management, hiring, and terminating.
Create weekly staffing schedule per guidelines in the Employee Policy Guide. Review and adjust staffing daily to ensure optimum staffing levels.
Adhere to staffing and budget guidelines.
Assist in budgeting and monthly planning.
Complete inventory and ordering of office supplies to maintain established par stocks.
Ensure all Brand and service standards are met and adhered to. Remain calm and alert, and resolve guest complaints within guidelines. Protect guest sentiment by representing and promoting the hotel and dealing positively with the public. Follow the LEARN model.
Work seamlessly and communicate clearly cross-departmentally.
Promptly answer the telephone and email inquiries from internal and external communication streams. Input messages into the computer and advise other associates of special guest needs. Retrieve messages and communicate the content to the guest. Retrieve mail, packages, and facsimiles or other special items for customers as requested.
Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Promote and administer Hotel Marketing programs for arriving guests. Ensure guest knows location of room. Provide welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.
Monitor guest accounts and room inventory.
Align with the culture, values, goals, and human resource programs of the Marriott Brand.
Maintain a professional appearance and attitude at all times.
Comfortable using Property Management Systems and other pertinent software as assigned including but not limited to Control Panel, GXP, Medallia, and applicable MGS applications.
Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action, and provide accurate information such as outlet hours, special VIP programs, events, etc.
Monitor and track Bonvoy Member and VIP pre-arrival communication, arrival experience, in-house communication, departure, and post-travel communication.
Assist in the development and implementation of best practices, policies, and procedures for the Front Desk team.
Educated and familiar with local and area recreational, dining, and cultural activities and attractions.
Maintain a clean, neat, and organized workstation and lobby area.
Follow safety and emergency guidelines, policies, and procedures.
Maintain personal bank, house bank, and operate cash register without error.
Complete and approve all manual adjustments to revenue.
Oversee operation, inventory, and pricing at Lobby Market retail shop.
Oversee lost and found operations, including inventory management, guest outreach, and shipping.
Complete miscellaneous tasks as assigned.
Requirements
ESSENTIAL QUALIFICATIONS
5 years of progressive leadership experience Front Desk / Guest Services.
Strong background of customer service experience.
Process excellent verbal and written communication.
Proven track record in resolving guest problems and expediting solutions.
Understand daily hotel operations.
Must read, write, and speak the English language effectively.
Flexible schedule during high business volumes including weekends, evenings, and holidays.
Possesses basic math skills.
Ability to effectively manage internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
PHYSICAL DEMANDS & WORK ENVIRONMENT
The physical demands & work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform each duty proficiently.
Standing, bending, stooping, and lifting weights up to and including 75 lbs. may be required. The hospitality business functions seven (7) days a week, 24 hours a day, 365 days a year. In addition, the hospitality business and a hospitable service atmosphere must be projected at all times.
STANDARD SPECIFICATIONS
Requirements are representative of minimum levels of knowledge, skills, and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.
A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their direct report.
Benefits
Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Vacation, Sick & Public Holidays)
Short Term & Long Term Disability
Training & Development
Wellness Resources
#J-18808-Ljbffr