Front Office Manager at The Bidwell

Where Nature Meets Nurture:

At The Bidwell, we are more than a hotel; we are a sanctuary where the urban heart meets the wild spirit of the Pacific Northwest. Nestled at Portlands doorstep, our mission is to offer a haven that celebrates the harmony of the man-made and the wild, utilizing the best of both worlds. We are looking for a Front Office Manager who embodies our ethos of balance, warmth, and mindful hospitality, someone ready to lead our front office team with a blend of professionalism and a distinctly Portland charm.

Your Canvas:

Your role will be at the forefront of our guest experience, ensuring that every encounter is infused with our warm, natural, and environmentally aware ethos. The Front Office Manager is not just a position; its a calling for those who are invested in creating memorable experiences, characterized by our organic, handcrafted approach to hospitality. As a steward of the Marriott brand, the Front Office Manager at The Bidwell will champion the values of hospitality excellence, ensuring every guest encounter reflects the sophisticated and genuine spirit synonymous with both The Bidwell and Marriott International. This role requires a deep understanding of Marriott's brand standards and a passion for delivering exceptional service, contributing to the hotel's reputation as a premier destination in Portland. The Front Office Manager will not only lead the front office operations with grace and efficiency but also embody Marriott's commitment to guest satisfaction and brand loyalty, including the promotion of Marriott Bonvoy benefits and personalized guest experiences.

Your Palette:

• Leadership skills as natural as our materials palette, guiding a team with a tailored, bespoke approach thats both confident and honest.
• An active idealist's mindset, inspired by our commitment to blending urban convenience with the beauty of the natural world.
• A commitment to bringing an effortless, considered touch to every guest interaction, making their stay not just a visit but a rejuvenation.
• The ability to manage operations with a clear, direct style thats open-minded and welcoming, mirroring the ethos of The Bidwell.

Your Brushstrokes:

• Overseeing front office operations with a mindful, tailored approach, ensuring every guest feels not just accommodated, but truly welcomed.
• Training and leading your team by example, inspiring them with your confidence, honesty, and investment in the Bidwells vision.
• Cultivating an environment that is as textural and rich in natural tones as our interior design, making every interaction a reflection of our brands ethos.
• Collaborating with other departments to create a seamless, ideal, and effortless experience for our guests, from the lobby to their rooms and beyond.

Join Our Landscape:

If you are inspired by the Pacific Northwests surroundings, confident in your ability to lead with honesty and excellence, and ready to contribute to a hotel experience thats anything but ordinary, we invite you to apply to be part of The Bidwell family. Together, well continue to point towards a better way forward, merging the best of Portlands urban energy with the tranquil beauty of the natural world.

How to Apply:

Ready to leave here better than you came? Submit your resume and a cover letter that tells your story of pure expression and emotion, and how it aligns with The Bidwells mission. Were looking forward to seeing your natural approach in action.

Respond in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to inquiries regarding hotel information and guest concerns. Supervise the daily operations of the Guest Services personnel; promoting a safe environment and quality services to achieve maximum guest satisfaction and financial success.

• Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.
• Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts ensuring the guests are satisfied.
• Ensures the entire front desk team regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Courteously answers inquiries and accepts reservations by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room rates, increase occupancy and revenue.
• Maintain good guest relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
• Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up to provide guests with timely and efficient service.
• Control cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.
• Maintain a friendly, cheerful and courteous demeanor at all times.
• Perform other duties as assigned, requested or deemed necessary by management.
• Assist and make recommendations to the Assistant General Manager in the areas of conducting performance evaluations, discipline and terminations as appropriate.
• Coordinate guest service efforts to include group arrivals and departures, and guest transportation, while maximizing the guest experience through top quality customer service.
• Coordinate and supervise the activities and foster good relations with our valet service, taxi services, and the Airport Connection to provide the maximum level of quality service.
• Provide information and assist staff in recommending area restaurants, theaters, community events, activities, etc., to ensure optimum guest satisfaction.
• Greet guests, offer assistance with check-in/check-out, deliver laundry and store luggage.
• Provide guest transportation as required by hotels standard operating procedures.
• Order all supplies and maintain inventory control minimizing unnecessary expenses.
• Follow-up on any complaints or problems a guest may experience in a timely and professional fashion to ensure a quality guest experience.
• Implement emergency training and procedures to ensure appropriate protection of the hotels guests, staff and company assets.
• Provide weekly schedule for all Front Office Associates, posted by 3pm on Friday.
• Responsible for covering/finding replacements for call-offs.
• Ensure proper communication to subordinates on all hotel activities in a way that insures that guest needs are being met in a timely fashion.
• Ensures all new hires are aware of all aspects of the hotel.
• Ensure all associates are properly trained on Fosse along with all other systems/procedures that will help them provide our guests with quality service. Make sure all Front Desk Associates are SSM trained.
• Provide motivation to the department.
• Ensure all Front Office Associate duties are completed daily (checklists, call back log, guest request log, wake-up log, etc)
• Provide assistance to other employees and departments to contribute to the best overall performance of the department and hotel.
• Ensure the front desk is represented at each Safety Committee Meeting.
• Participates in Hotel MOD program

Education/Formal Training

High School diploma or equivalent

Experience

Minimum two years previous experience as a front desk supervisor or minimum of four years front office experience in hotel work.

Knowledge/Skills

• Must have total understanding of all hotel front office procedures.
• Requires working knowledge of guest services and hotel services, policies or operations. Working knowledge is generally learned on-the-job.
• Must have high school graduate level mathematical aptitude; know standard cash handling procedures and knowledge of computerized cash register systems.
• Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
• Must be fluent in oral and written English.
• Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
• Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.
• Excellent comprehension and literacy required to review correspondence, initiate reports, conduct training, etc.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to read written forms of communication and monochrome computer screen.
• Must be able to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.
• Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing.
• 90% of shift is standing, Bending/kneeling - repeated bending and kneeling required while filing.
• Mobility - must be able to reach all areas of hotel to assist clients. Occasional standing. Occasional carrying and lifting of files and office items up to 25 lbs.

Environment

• Work inside 95%Material/Equipment Used
• Prolonged standing at indoor, thermostatically climate-controlled workstation.

• Medical, dental, & vision insurance
• Health savings and flexible spending accounts
• Employer paid Basic Life and AD&D insurance
• Flexible paid time off via the Managers Independence Plan
• Eligible to participate in the Companys 401(k) program with employer matching
• Employee Assistance Program
• Tuition Reimbursement
• Great discounts on Hotels, Restaurants, and much more.
• Eligible to participate in the Employee Referral Bonus Program. Up to $1,000 per referral.