Front of House Manager

Ocean House Collection•Westerly, RI

About The Position

The Front of House Manager at Weekapaug Inn oversees all Front Office and Guest Services operations at the Inn, ensuring the consistent delivery of exceptional guest experiences in alignment with Forbes Five-Star, Relais & Châteaux, and AAA Five-Diamond standards. In addition to managing the Guest Relations and Bell & Valet staff, the position interacts personally with guests, members, vendors, community partners and various stakeholders across the Collection to ensure operational excellence.

Requirements

Bachelor’s degree in hotel management, business administration, or equivalent experience.
2 – 5 years of management experience in the luxury hospitality industry; five-star experience preferred.
Strong knowledge of business and office management principles and procedures.
Proficient in spoken and written English.
Ability to perform job functions with accuracy, attention to detail, and efficiency under pressure, including tense or confrontational situations.
Demonstrated ability to supervise, train, monitor, and motivate staff to achieve high performance.
Strong emotional intelligence with the ability to interpret verbal communication, recognize concerns or issues, and communicate clearly to identify and address potential problems early.
Availability to work mornings, evenings, weekends, holidays, and throughout the summer season.

Responsibilities

Ensure all guests enjoy a pleasant, comfortable, and memorable experience at the Inn.
Plan, direct, and coordinate daily Front Office and Bell/Valet operations to ensure efficiency, profitability, and guest expectations are consistently exceeded.
Interview, hire, train, schedule and manage staff while effectively prioritizing work assignments.
Develop, implement, and enforce operating policies and procedures to uphold established service standards.
Coordinate guest transportation around the resort to ensure seamless service and guest satisfaction.
Ensure the Guest Services and Front Desk departments consistently achieve passing scores on Relais & Châteaux, Forbes Five-Star, and AAA Five-Diamond audits.
Maintain service excellence scores at or above leadership-defined standards.
Ensure daily reports are completed accurately, with pertinent information properly documented and communicated to the General Manager and appropriate departments.
Personally welcome and engage guests, members, investors and property owners to enhance personalized service.
Represent the Company positively with professionalism, respect and integrity.
Maintain confidentiality of guest/employee information and pertinent company data
Inspect guest rooms within assigned areas to ensure quality and readiness.
Address all guest concerns timely and effectively
In the absence of the General Manager, handle all emergencies according to company protocol and ensure the General Manager is well informed immediately.
Work closely with conference services and banquets to ensure all group functions at the Inn run smoothly.
Follow sustainability guidelines and practices as highlighted in 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 within the role.