Lodge Front Office Manager

Job Requirements

Salary Range: $75,000 to $90,000 yearly
Day/Swing Shift Available.
Weekends Required
Join the leadership team at The Lodge at Turning Stone, a Forbes Four-Star luxury all-suite hotel where exceptional hospitality is at the heart of every guest experience.

About the Role

As the Front Office Manager, you'll lead a dedicated front office team, create memorable guest experiences, and help uphold the high standards that have made The Lodge one of New York's premier luxury destinations.

Responsibilities

• Demonstrate exceptional guest service skills and promotes the same expectation from The Lodge team through mentoring and leading by example.
• Consistently demonstrate excellent decision making skills.
• Exhibits poise and composure when interacting with guests and coworkers regardless of the circumstances.
• Demonstrate thorough knowledge of the property management system to include packages, rate building and other essential functions.
• Trains management and supervisory team to also be proficient technically to avoid service issues.
• Knowledgeable in utilizing HotSos, DataMagine and other software systems to enhance the guest stay.
• Initiate and continually reiterates training to reinforce the expectation for Forbes 5 Star Service standards.
• Hold both the front desk and front services team accountable for service standards, image standards and operating procedures. Mentors team to overcome any deficiencies.
• Review sales daily and adjusts selling strategies accordingly to achieve 100% occupancy and maximum average rate.
• Ensure front office supervisors/receptionists have complete and up to date knowledge of company and departmental policies and procedures, as well as latest information on promotions, etc.
• Effectively manage staffing levels and scheduling to match coverage to projected business volume. Manages labor costs and demonstrates scheduling practices that are fair to staff.
• Interact with guests effectively, answering questions, solving problems in a timely manner to ensure guest have an exceptional stay.
• Present themselves in a professional, polished manner at all times. Assist and monitors daily tasks of team to ensure proper completion and standards are being met. Also assists guests with arrival and departure process.
• Keep inventory of supply/purchase orders are handled proactively with budgeting allowances adhered to.
• Communicate effectively with related departments to ensure systems are in working order and to also resolve guest’s issues or concerns.
• Prepare and distribute both 10 day and 30 day forecasts.
• Effectively complete comprehensive yearly budget for all pertinent Lodge departments. Monitors expenses to ensure they are in line with revenue generation.
• Generate and manages marketing initiatives to promote the Lodge and assist in meeting occupancy goals.
• Conduct effective interviewing and selection techniques. Works closely with Human Resources.
• Conduct department orientation for all new staff to ensure their onboarding process is positive and expectations are understood.
• Attend designated meetings and leads weekly Lodge meetings to include all departments.
• Conduct regular inspection Tours to ensure lobby and great room are being maintained to standard.
• Review P & L’s for accuracy and corrects any irregularities.
• Conduct department meetings at least monthly, complete with agenda and documented attendance.
• Effectively act as a liaison between all Hotel, Spa, Fitness, and Food and Beverage areas.

Requirements

• At least a 2 year college degree.
• A minimum of 3 years front office management experience in a Forbes 4 star Hotel/Resort environment.
• Thorough working knowledge of both Forbes and AAA standards at a Four Star/Four Diamond level.
• Excellent communications skills.
• Exceptional leadership skills.
• Computer skills with knowledge of Microsoft Word and Excel.
• LMS property management system knowledge is preferred.
• Outstanding guest service skills.
• The ability to organize/prioritize and complete multiple tasks simultaneously.
• The ability to stand/walk for long periods of time and lift up to 40 pounds.

Qualifications

To be successful as a Front Office Manager, you'll need:

• At least a 2 year college degree.
• A minimum of 3 years front office management experience in a Forbes 4 star Hotel/Resort environment.
• Thorough working knowledge of both Forbes and AAA standards at a Four Star/Four Diamond level.
• Excellent communications skills.
• Exceptional leadership skills.
• Computer skills with knowledge of Microsoft Word and Excel.
• LMS property management system knowledge is preferred.
• Outstanding guest service skills.
• The ability to organize/prioritize and complete multiple tasks simultaneously.
• The ability to stand/walk for long periods of time and lift up to 40 pounds.

Skills

• Leadership
• Communication
• Decision Making
• Guest Service
• Front Office Management
• Property Management System Knowledge
• Training and Development
• Marketing Initiatives
• Interviewing and Selection Techniques
• Team Leadership
• Inventory Management
• Financial Management
• Customer Relationship Management
• Healthcare and Dental Benefits
• Professional Development
• Wellness Programs
• Work-Life Balance Support

Benefits

• Paid weekly
• Variety of schedules
• Paid time off
• Tuition assistance
• Career-building professional development
• Discounts from dining to fuel to concerts
• Team Member appreciation events
• Quality healthcare and dental benefits
• A robust 401k retirement plan
• Dealer School Finance Scholarship Program

Pay

$75,000 to $90,000 yearly

Schedule

Day/Swing Shift Available. Weekends Required