Front Desk Manager

Front Office Manager – Ocean House

The Ocean House Collections includes 3 luxury properties. The Ocean House is a Forbes 5-Star property features 49 luxury guest rooms, 20 signature suites. The Cottage Collection includes 10 privately owned vacation homes. The Ocean & Harvest Spa is a 12,000 square foot Forbes Travel Guide 5 Star rated full-service health wellness spa. Over 10,000 square feet of indoor and outdoor meeting space. Up to 8 unique dining options during summer season including Coast, a Forbes Travel Guide 5 Star rated fine dining experience.

The Ocean House offers quintessentially New England accommodations that effortlessly combine casual comfort and luxurious furnishings. The Inn features 31 unique guest rooms and 4 two-bedroom signature suites. Farm-to-table dining utilizes the finest and freshest locally sourced ingredients, and inspired amenities and resort activities are designed to create extraordinary guest experiences.

The Watch Hill Inn established in 1845, Watch Hill Inn carries with it a unique history marked by fame, natural disasters and, among all, resilience. Chic, minimalist decor intertwines with cutting edge technology like complimentary Apple TV, Netflix and an in-room iPad program that allows guests to order food and services to their door with the touch of a button. The Inn features 21 suite style accommodations with unrestricted access to dining, amenities, and resort activities at both Ocean House and Weekapaug Inn.

Scope of Position

The Front Office Manager oversees all aspects of front office operations to ensure impeccable guest service and operational efficiency. This pivotal role involves planning, directing, and coordinating activities and management of the front desk team. The Manager is responsible for optimizing guest satisfaction, controlling costs, and enhancing departmental revenues through effective leadership and strategic management. Additionally, the Front Office Manager is responsible for implementing hotel policies and procedures to ensure guest satisfaction and adherence to the highest industry standards.

Responsibilities Include

Ensuring efficient operations, guest registration and check-out, resolving guest issues, coordinating with other hotel departments, and maintaining high standards of guest service. The Front Office Manager also handles administrative tasks such as hiring, scheduling, training, and performance evaluations for front desk employees.

Schedule Requirements

The operation is 24 hours a day 7 days a week, inclusive of all holidays. While the company will make every attempt to create a work and life balance, all exempt team members may be required to work extended shifts and additional days based on business demands. Working more than eight hours per day and more than five consecutive days as needed is an essential job function for all exempt roles. Travel may be required and may include some overnight stays. All exempt team members should be responsible for scheduling their time off. The busiest of days during the season (Memorial Day through Columbus Day) are the weekend days from Friday through Sunday and on holiday weekends that are celebrated on Mondays, this can include Mondays. All exempt staff must be aware and able to work all weekends; requesting time off for a holiday weekend may not and will likely not be granted. The more flexible you are the more you can learn, grow, earn.

Key Relationships

Internal: Reports to the Director of Front Office & Chef Concierge of the Ocean House.

Key Responsibilities

• Ensure that resort standards for guest services, décor, and housekeeping are met.
• Answer questions from guests and staff about the resort's policies and services.
• Coordinate the resort's front-desk activities and resolve problems and guest complaints.
• Ensure that guests are treated courteously, and requests for special services are carried out.
• Coordinate reservations and room assignments for guests, members, and property owners.
• Oversee the daily workflow of the front desk.
• Ensure that the daily report is completed, and pertinent information is properly documented.
• Contact proper authorities in case of emergencies and complete all necessary paperwork associated with any on-property incident.
• Responsible for promoting and upholding the Company's standards, policies and procedures so that they become an intricate part of the everyday operation.
• Maintain communications flow with upper management and all other stakeholders.
• Maintain confidentiality of guest/employee information and pertinent company data
• Supervisory tasks include managing the team performance, preparing weekly schedules, training, and developing staff, inventory and purchasing needed products and supplies, conducting daily pre-shift meetings, and completing required reports and payroll.
• Manage administrative functions in accordance with established standards including the interviewing and selection process of new staff.
• Supervise the individual performance of the staff taking appropriate corrective action to address deficient conditions, behavior, and work performance.
• Responsible for practicing, managing, and promoting the Company's Statement of Purpose, Service Excellence Pillars, and Declarations so that it becomes an intricate part of the everyday operation.
• Represent the Company with a positive attitude and professional presentation.
• Follow sustainability guidelines and practices related to the Company's sustainability programs.
• Carry out any other duties which fall within the broad spirit, scope, and purpose of this job description and which are commensurate with the role.

Required Job Knowledge, Skills, Experience, and Education

• Excellent time management skills with a proven ability to meet deadlines.
• Proficient with Microsoft Office Suite or related software.
• Strong supervisory and leadership skills.
• College degree or equivalent work experience
• Advanced verbal and written communication skills in English and the ability to work with a wide range of constituencies in a diverse operation.
• Ability to perform job functions with attention to detail, speed, and accuracy under pressure of tense/confrontational situations.
• Uphold the Company standards, policies, and procedures.
• Prioritize and organize tasks and work area
• Ability to remain calm and resolve problems using good judgments interpreted by the management
• Follow directions
• Work cohesively with co-workers as part of a team
• Maintain confidentiality of guest/employee information and pertinent hotel data

Qualifications

• Have a college degree in hospitality management, business administration or equivalent work experience, preferably at a luxury, Forbes five-star property.
• Proven work experience as a Front Desk Manager including previous oversight of other managers.
• Be well-versed in the standards set by Forbes, AAA, and Relais and Chateaux
• Ability to communicate clearly and effectively across all departments.
• Excellent interpersonal and customer service skills.
• Strong analytical and problem-solving skills.
• Knowledge of Maestro PMS is preferred
• Excellent organizational skills and attention to detail.
• Ability to prioritize tasks and to delegate them when appropriate.
• Having strong knowledge of hospitality