Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Front Desk Manager / Front Office Manager for the Hampton Inn & Suites Seattle Northgate in Seattle, WA.

Job Purpose:

Supervise the daily operations to ensure compliance with standards and regulations, customer satisfaction and protection of the guests, staff and assets. Continuously improve the hotel's ability to anticipate our guests' needs, to quickly and efficiently investigate the root causes of problems and to provide immediate and permanent resolution in order to enhance our guests' satisfaction prior to departure. Position is responsible for supervising nightly operations. May recommend and implement procedural, safety changes. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us.

• Supervise the operations of the hotel to ensure compliance with SOPs, safety regulations and an optimal level of service and hospitality are provided to the guests
• Responsible leader and trainer to front desk team ensuring they are mentored, supported and empowered to always provide the highest quality of service
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Maintain preparedness and implement emergency procedures when appropriate to protect the hotel guests, staff and assets.
• Ensure that Front Desk Associates understand and anticipate guests’ expectations, solicit feedback from guests, handle special requests properly
• Implement customer satisfaction program, tracking system and follow-up solutions, report results to Executive Committee.
• Issue appropriate correspondence to dissatisfied customer's on behalf of the hotel to achieve satisfaction and customer loyalty.
• Prepare reports and communications to the Rooms Director and Hotel Executive Committee on guest incidents/problems, staffing issues/problems, potential safety hazards and other pertinent information regarding night operations.
• Handle all customer inquiries regarding hotel events, outlets, directions, local attractions, transportation, etc.

Qualifications and Requirements:

High School diploma /Secondary qualification or equivalent.

Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.

At minimum, three (3) years of hotel front desk manager and/or a combination of hotel front desk supervisor/front desk agent experience is required

This job requires the ability to perform the following:

• Requires thorough knowledge of the hotel services and guest relations profession.
• Requires knowledge of hotel policies and procedures and the ability to determine course of action based on these guidelines.
• Supervision/management skills.
• Must be able to stand and exert well-paced mobility for up to 4 hours in length. Length of time of the tasks may very from day to day and task to task
• Oral and written English communication skills; second language is desirable.
• Must be able to lift up to 25 lbs occasionally
• Moderate hearing required for constant guest and associate communication during shift.
• Excellent vision required for computer work, analyze report data, read customer responses, tour property for attention to detail, etc.
• Excellent speech communication skills required to communicate with guests in directions, problems, train staff, staff presentations, telephone communications.
• Excellent comprehension and literacy required to analyze report data, prepare reports, respond in writing to guests, prepare training programs

Other:

• Being passionate about people and service.
• Strong communication skills are essential when interacting with guests and employees.
• Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
• Basic math skills are used frequently when handling cash or credit.
• Problem-solving, reasoning, motivating, and training abilities are often used.
• Have the ability to work a flexible schedule including days, nights, weekends and/or holidays

Amazing Benefits At A Glance:

• Free employee parking
• Employer paid Orca card after 30 days
• Insurance: Medical, dental, vision insurance available for full-time employees and their family; Short-term and Long-term Disability Insurance; Supplemental Life Insurance; and Flexible Savings Account
• Retirement: After 6 months of employment, employees are eligible to enroll for 401k with up to a 5% company match
• Paid Time Off: Vacation Time - 80 hours on your first 3 years of service; Sick Time – 1 hour accrued per 30 hours worked
• Paid Holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas Day
• Other benefits: Payactiv- Get Paid Early- up to $100 per pay period
• Career Growth Opportunities/ Manager Training Program
• Reduced Room Rates throughout the portfolio
• Third Party Perks (Movie Tickets, Attractions, Other)
• Team Member Travel Program
• Hilton Team Member Travel Program (Book Hilton hotels worldwide starting at $40!)

EQUAL EMPLOYMENT OPPORTUNITY

The Hotel Group, in partnership with Hotel Equities is an Equal Opportunity Employer, offering employment opportunities to all qualified persons without regard to race, color, national origin, citizenship, disability, religion, creed, age, sex, caste, sexual orientation, gender identity, ancestry, marital status, pregnancy, political ideology, veteran or military status, genetic information, or other classifications protected by law.

Hotel Equities participates in E-Verify, the federal program for electronic verification of employment eligibility.

Job Type: Full-time

Pay: $67,724.80 - $68,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Commuter assistance
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Free parking
• Health insurance
• Health savings account
• Life insurance
• Paid jury duty
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• Day shift
• Evening shift
• Every weekend
• Morning shift
• Overnight shift

Experience:

• Hotel: 3 years (Required)

Language:

• English (Required)

License/Certification:

• Driver's License (Required)

Ability to Relocate:

• Seattle, WA 98115: Relocate before starting work (Required)

Work Location: In person