Managing the Front Desk is key to driving the guest experience. This position is responsible for managing guest satisfaction and overall efficiency of the Front Desk, Night Audit, Reservations, and PBX Teams. Ensures staff is trained as outlined in Front Desk Training Guides and prepared to provide excellence to our guests at all times.

CANDIDATE SUMMARY

Experience:

Must have at least two (2) or more years experience in a hotel with one (1) or more years of management or supervisory experience in Front Desk operations. Previous experience in a Boutique Hotel environment preferred.

ESSENTIAL FUNCTIONS:

• Implement and maintain department standards.
• Maintain a positive work environment.
• Hire and train all new staff.
• Ensure all staff are trained and prepared to create memorable guest experiences.
• Monitor and manage staff, coaching when necessary.
• Schedule staff adequately in order to maintain excellent service to guests at all times.
• Monitor daily operations, ensuring checklists are followed and each shift is ready with promotional offers, VIP guests and special event arrivals.
• Communicate with Housekeeping department to ensure guest rooms and special requests are up to standards and ready for check-in.
• Offer assistance to the individual needs and requests of all guests.
• Ensure guests' needs are responded to in a timely and efficient manner.
• Tend to guests' complaints and questions, providing exceptional customer service to ensure guest satisfaction.
• Manage performance reviews with the staff.
• Maintain the lobby and sitting area, including ensuring coffee, other beverages, and snacks are maintained.
• Follow proper cash handling procedures with the ability to post and reconcile charges applied to guest receipts.
• Attend weekly meetings as necessary.
• Assist gift shop as necessary.
• Other duties as assigned.

JOB REQUIREMENTS

• Must have at least two (2) or more years experience in a hotel with one (1) or more years of management or supervisory experience in Front Desk operations. Previous experience in a Boutique Hotel preferred.
• Must have experience in Microsoft Office and industry relevant Hotel Property Management Systems such as RoomMaster.
• Experience working a Point of Sale system to assist the gift shop with troubleshooting.
• Must have a working knowledge of Front Desk and Reservations operations.
• Familiarity with hotel rewards programs such as STASH.
• Demonstrated ability to work with maximum efficiency, accuracy, and attention to detail.
• Ability to effectively lead and work cohesively as part of a tea.
• Ability to exercise sound logic and judgement in evaluating situations and utilizing appropriate resources.
• Must be self-directed, motivated, and demonstrate exceptional customer service and interpersonal skills.
• Ability to communicate effectively in the English language, both verbally and in writing. A second language is desirable.
• Ability to stand for 8 hours' length of time.
• Ability to lift 30lbs.

WORKING ENVIRONMENT

• Hotel property with 94 Guest Rooms
• Work will primarily take place in front of house hotel areas, public spaces incl. lobby, and front desk areas.
• Group and solo work.

The Beauport Hospitality Group is an equal opportunity employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regards to race, color, national origin, gender, age, religion, disability, sexual orientation, veteran status, or any other status or characteristic protected by law.

Job Benefits:

What can you expect from Beauport Hospitality Group?

• Benefits – including paid time off & health coverage (medical, dental, vision)
  • ** Waiting period applies to all Team Members.
• Company Sponsored 401K with Company Match.
• Discount when dining at the Beauport Hospitality Group Restaurants.
• Rewards and Recognition.
• Commitment to promote from within.
• Safe & Secure working environment.