Front Desk Manager

Pyramid Global Hospitality•Chatham, MA

12d•Onsite

About The Position

The Front Desk Manager provides guest service, staff supervision, and direction in accordance with the Resort’s objectives for maintaining all aspects of the Front Office department. The role oversees Guest Service Agents, Concierge, PBX, and Bell/Valet staff, and supports efficient, profitable operations, including scheduling. The manager maintains service standards, ensures appropriate staffing and adherence to policies, and helps maximize room revenue and occupancy through rate and availability controls on the day of guest arrival. The role also includes contributing to annual departmental budgets and controlling costs, performing human resources and training duties alongside the Front Office Manager, handling guest complaints, and coordinating with other departments. The position is at Chatham Bars Inn, a Forbes Five-Star resort in Chatham, Massachusetts.

Requirements

At least 2 years of front office and/or supervisory experience; luxury hotel experience is preferred.
Demonstrated management skills.
Superior customer service skills.
Demonstrated leadership skills.
Ability to multitask.
Strong attention to detail and organization.
Sound accounting background and ability to train subordinate staff in accounting.
Excellent computer skills.
Ability to work closely and cohesively with other department managers to ensure optimum guest satisfaction.
Availability to work holidays and weekends.
Ability to stand for long periods of time.

Nice To Haves

Front office or supervisory experience in a luxury hotel setting.

Responsibilities

Operate the Front Office efficiently and profitably, including scheduling and oversight of Guest Service Agents, Concierge, PBX, and Bell/Valet staff.
Refresh, maintain, and effectively apply Chatham Bars Inn service standards, including Forbes, Preferred Legend, and AAA standards.
Delegate duties and responsibilities to subordinate Front Office colleagues and organize work processes logically.
Maximize room revenue and occupancy by controlling rates and availability on the day of guest arrival.
Ensure proper staffing at all times in all Front Office areas.
Ensure Front Office colleagues understand and follow Leading Hotel Quality Standards, policies, and procedures.
Assist in compiling annual departmental operating budgets and control costs to keep spending within budget.
Perform human resources and training functions, including hiring, training, coaching, counseling, and disciplinary actions, alongside the Front Office Manager’s direction.
Maintain high standards of personal hygiene, behavior, and grooming for staff, including oneself.
Handle guest complaints and comments relating to the department tactfully.
Cooperate and coordinate teamwork with other departments.
Perform other reasonable duties as required by the Front Office Manager or Resort Manager.