Front Office Manager - Beauport Hotel

About the role

Beauport Hotel is a premier waterfront destination on Massachusetts’ North Shore. We are seeking an experienced Front Office Manager to lead our Front Desk, Reservations, and Night Audit teams and deliver exceptional guest experiences.

Responsibilities

• Oversee Front Desk, Reservations, and Night Audit operations, ensuring accuracy, proper procedures, and seamless shift transitions.
• Implement and maintain department standards.
• Hire and train all new staff, in collaboration with the Director of Guest Services.
• Ensure all staff are trained and prepared to create memorable guest experiences.
• Monitor and manage staff, coaching when necessary.
• Schedule staff adequately in order to maintain excellent service to guests at all times.
• Oversee the reservations process, ensuring accurate bookings, rate application, and inventory management across all channels.
• Oversee the nightly audit process, ensuring accurate reconciliation of daily transactions and timely reporting.
• Monitor daily operations, ensuring checklists are followed and each shift is ready with promotional offers, VIP guests, and special event arrivals.
• Communicate with the Housekeeping department to ensure guest rooms and special requests are up to standards and ready for check-in.
• Offer assistance to the individual needs and requests of all guests.
• Ensure guests’ needs are responded to in a timely and efficient manner.
• Tend to guests’ complaints and questions, providing exceptional customer service to ensure guest satisfaction.
• Manage performance reviews with the staff.
• Maintain the lobby and sitting area, including ensuring coffee, other beverages, and snacks are maintained.
• Follow proper cash handling procedures with the ability to post and reconcile charges applied to guest receipts.
• Maintain a positive work environment.
• Attend weekly meetings as necessary.

Requirements

• Must have at least two (2) or more years' experience in a hotel with one (1) or more years of management or supervisory experience in Front Office or Front Desk operations.
• Previous experience in a Boutique Hotel environment preferred.
• Must have a working knowledge of Front Desk, Reservations, and Night Audit operations.
• Experience in Microsoft Office and industry relevant Hotel Property Management Systems such as RoomMaster.
• Experience working a Point-of-Sale system to assist with troubleshooting.
• Familiarity with hotel rewards programs such as STASH.
• Able to communicate effectively in the English language, both verbally and in writing. A second language is desirable.
• Able to work a flexible schedule, which may include weekends, holidays and varying shifts, based on hotel occupancy and business needs.

Skills

• Demonstrated ability to work with maximum efficiency, accuracy, and attention to detail.
• Ability to effectively lead and work cohesively as part of a team.
• Ability to exercise sound logic and judgement in evaluating situations and utilizing appropriate resources.
• Self-directed, motivated, and demonstrates exceptional customer service and interpersonal skills.

Benefits

Comprehensive Benefits Package - Eligible Employees Access to Medical, Dental, Vision, FSA Accounts, and Life Insurance
401(k) with Company Match
Paid Vacation, Holiday, and Sick Time
Access to Beauport Hospitality Group Perks

Pay

$60,000-$70,000 annually and is commensurate with experience.

Schedule

Flexible schedule, which may include weekends, holidays and varying shifts, based on hotel occupancy and business needs.