The Homestead Resort & Golf Club is going through an exciting re-branding and renovation, and we're looking for a Front Office Manager to grow with us into a new Boutique Luxury Resort destination. This is a fast paced environment and during this unprecedented time, we've successfully stayed open, and we strive to remain safe and responsible for our staff and guests. If you are looking for an exciting challenge set in the beautiful surrounding of Midway, Utah and looking for a home away from home, consider The Homestead Resort & Golf Club!
The Front Office Manager will be responsible to continuously execute a flawless guest experience from the moment a reservation is made all the way through the guest departure, which will come through the example, consistent training of team members, problem resolution, and enforcing hotel procedures each day, all while maintaining a great team experience. We strongly believe that a strong team with high moral will lead to an outstanding guest experience. Areas of responsibility include Guest Services / Front Desk, Reservations, Bellstand, Door Staff, Valet, and any other areas that the General Manager may see fit.
CANDIDATE PROFILE
EDUCATION AND EXPERIENCE
High school diploma or GED.
2 years experience in the guest services, front desk, or related professional area. OR - 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major.
CORE WORK ACTIVITIES
Maintaining Guest Services and Front Desk Goals.
Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
Develops specific goals and plans to prioritize, organize, and accomplish your work.
Resolved potential conflicts or problems with guests and team members
Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
Understands the impact of department's operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
Supporting Management of Front Desk Team
Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
Encourages and building mutual trust, respect, and cooperation among team members.
Serving as a role model to demonstrate appropriate behaviors.
Supervises and manages employees.
Manages all day-to-day operations.
Understands employee positions well enough to perform duties in employees' absence.
Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
Supervises all areas of the Front Office in the absence of the Front Office Supervisor.
Ensuring exceptional customer service.
Provides services that are above and beyond for customer satisfaction and retention.
Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
Responds to and handles guest problems and complaints.
Sets a positive example for guest relations.
Empowers employees to provide excellent customer service.
Observes service behaviors of employees and provides feedback to individuals.
Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
Ensures employees understand customer service expectations and parameters.
Interacts with guests to obtain feedback on product quality and service levels.
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. Managing Projects and Policies.
Implements the customer recognition/service program, communicating and ensuring the process.
Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
Supervises same day selling procedures to maximize room revenue and control property occupancy.
Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
Supporting Human Resource activities.
Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
Solicits employee feedback, utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns.
Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
Participates in employee progressive discipline procedures.
ADDITIONAL RESPONSIBILITIES
Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Analyzes information and evaluating results to choose the best solution and solve problems.
Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
Performs all duties at the Front Desk as necessary.
Runs Front Desk shifts whenever necessary.
Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
Work Location:
Homestead Resort & Golf Club
This Job Is:
A job for which military experienced candidates are encouraged to apply
Open to applicants who do not have a college diploma
Benefit Conditions:
Waiting period may apply
Only full-time employees eligible
Work Remotely:
No
COVID-19 Precaution(s):
Personal protective equipment provided and required
Social distancing guidelines in place
Sanitizing, disinfecting, or cleaning procedures in place
Slate Canyon Hospitality is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Slate Canyon Hospitality makes hiring decisions based solely on qualifications, merit, and business needs at the time.
