Overnight Resort Manager

ABOUT HOTEL DROVER: 

Inspired by the pioneering spirit of the West, Hotel Drover delivers true Texas hospitality. Named to honor the legendary cowboys who drove cattle to market across the plains, Hotel Drover is an Autograph Collection® property, offering a truly unique guest experience in the heart of the historic Fort Worth Stockyards. 

Our goal is simple. To harness the true spirit of the Stockyards through the legacy of the drover, creating an experience that can only be achieved here in Fort Worth. Proud of where we came from, we greet visitors with a tip of the hat and a firm handshake, welcoming all to enjoy life’s simple pleasures and genuine Texas hospitality. 

So, dust off your boots, grab your hat and join us at Hotel Drover. 

WHO WE’RE SEEKING: 

We’re seeking a unique individual who will embody the heart and soul of the Fort Worth Stockyards while caring deeply about our brand and community – someone who acts as an extension of our mission, values, and culture. This person is driven to create meaningful experiences for our employees, guests, and community.   

We want to work with someone who brings a spirit of fun, authenticity, collaboration, and genuine hospitality to their life and work. We are seeking an individual who will whole-heartedly take responsibility for ensuring Hotel Drover successfully delivers Legendary Service to every guest, every day.   

We have poured our passion, energy, and excitement into crafting an extraordinary place and brand – and we know that the right Reservations Manager for Hotel Drover will be as inspired and passionate about this vision as we are. Care for people, have a belief in the power of community, and the desire to create extraordinary experiences drive us. You must apply if these things also drive you! 

JOB SUMMARY: 

Serves as the property Manager on Duty and oversees all property operations during the overnight shift. Ensures that the highest levels of hospitality and service are provided during the overnight shift. Represents property management in resolving any guest or property related situation. Personally assisting in resolving any issues and completing tasks.  

Essential responsibilities include: 

• Monitors and ensures compliance with all Guidelines to Operations
• Ensures all employees are in proper uniform and properly groomed (grooming standards in employee handbook)
• Manages front office inventories 
• Directs, monitors, and assists night audit staff
• Ensures guest tracking scores and employee opinion survey goals are achieved 
• Manages employee hours; monitors employee attendance and records absences/tardiness
• Works with leadership team to identify and implement action plans to prevent the reoccurrence of guest issues 
• To establish a guest account, as per Hotel policies, for direct billing, credit card and cash payment
• To be fully aware of all third-party payments restrictions, as per procedures
• To fully understand, and comply with Hotel’s cashiering procedures
• To audit and balance each day’s shift, prepare daily banking and report any discrepancies 
• To complete and understand the Credit Limit Reports and ensure that appropriate action is taken 
• Ensures all front office employees are adhering to proper cash handling procedures and monitor overage/shortages 
• Ensure associate shifts are rostered and recorded on ADP workforce management 
• Ensure appropriate training is delivered to the team i.e Marriott training and discipline specific. 
• Promotes teamwork and employee morale
• Keeps employees informed regarding new operational procedures, standards, or programs
• Assist supervisors in handling employee performance issues (performance reviews, counseling and recommendations)
• Creates incentives that will promote better service and profit for the property
• Embody the shared values of Hotel Drover.
• Maintain an open line of communication with leadership team.
• Lead and coach a team of night audit agents providing ongoing training and development to maintain high-quality service standards.
• Fully knowledgeable about guest rooms, rates, promotions, amenities, programs, and services.
• Resolve guest inquiries and complaints regarding reservations in a professional and timely manner.
• Always provide a professional image through appearance, dress, and speech.
• Perform other job-related duties as assigned

MUST HAVES: 

• Resilience and ability to adapt swiftly to changing situations
• Ability to influence others positively; building and contributing to teams
• Attention to detail: planning and organizing
• Problem solving and decision making 
• Professional demeanor
• Passion for creating an amazing experience for our guests.
• Strong prioritization and organization skills.
• Flexible schedule, able to work evenings, weekends, and holidays.
• Thoughtful communicator with excellent written and verbal skills.
• Strong interpersonal and relationship building abilities; passion for collaboration and providing administrative support. 

QUALIFICATIONS: 

• 1-2 years of management experience in front desk, guest services, night audit or related professional area.
• Opera PMS experience preferred.
• Marriott MGS Bonvoy experience preferred.
• Ability to handle stressful situations in a calm, professional manner
• Good problem-solving skills.
• Strong computer skills.

OUR CORE VALUES: 

Hit the Mark, Every Time  

Blaze New Trails  

Spark Warmth 

Be Intentional 

Honor All 

Do Right 

Stay Curious