Front of House Manager

Primary ResponsibilitiesThe Front of House Manager is responsible in the direction and administration of Front Desk, Valet Parking, Spa/Gym, Door, Housekeeping/Public areas, and Overnight cleaning operations. The Front of House Manager is responsible for leading and developing The 'Quin House front desk and housekeeping teams in achieving world class service standards, including associate training, performance management, and growth strategy. The Front of House Manager, in collaboration with the Assistant Director of Operations - Front of House, embodies and upholds The 'Quin House luxury standards, ensuring high member, guest, and team satisfaction.

ABOUT THIS ROLEProvide leadership and instill a culture and work environment based upon respect; providing opportunities for staff to learn, grow and develop their abilities through training of employees and creating a positive, productive working environmentManage and coordinate the planning, organizing, training and leadership necessary to achieve stated responsibilities in sales, costs, employee retention, member satisfaction, rooms quality, cleanliness and sanitationImplement overall rooms sales strategy that aligns with organizational policies and goalsManage and maintain rooms inventory controls including, but not limited to, room accommodation and rate inventory controls, implementation of blackout dates, maintaining demand information and managing sellout strategiesDevelop, monitor, and adjust sales and pricing strategiesDevelop and recommend the annual budget, marketing plans and objectives and manages within those approved plansMonitor and analyze cost center financial performance and contribution to club’s profitabilityImplement and maintain rooms marketing and other marketing activities and club programming initiativesHire, train, empower, coach and counsel, performance and salary reviewsManage payroll, reports, forecasts, inventory, and budget for roomsImplement procedures to increase member and employee satisfactionUnderstand all policies, procedures, standards, specifications, guidelines, and training programs for The QuinSupervises the work activities of housekeeping staffDistributes keys and work assignments to staffAddresses guest complaints regarding rooms and housekeeping servicesMonitors linen and guest supply inventoryReports any maintenance repairs to maintenance staff, records repair information in maintenance logCompletes follow-up on vacant or occupied roomsAssumes functions of Housekeeper as necessaryHandle all member interactions with the highest level of hospitality and professionalism – accommodating special requests whenever possible; assists residents in all inquiries in connection with The Club services, hours of operations, in-house events, directions, etc. Responds to all member requests in an accurate and timely manner making recommendations based on local knowledgeEnsure that collateral and information for vendors, restaurants, museums, attractions, maps, and other local attractions are updated and current. Is knowledgeable about what activities are available in the local vicinity (theatre, sports, concerts, shows, special exhibits, sightseeing) and establishes close relationships with vendors in these areas in order to provide information, transportation, ticketing, and reservations for residentsMonitor the fire alarm panel; responds to any emergency, such as providing access to emergency personnel - fire department, ambulance, etcManages the lost and found program.Assume 100% responsibility for the quality of services providedContinually strive to develop the staff in all areas including, Front Desk, Valet Parking, Spa/Gym, Door, Housekeeping/Public areas, and Overnight cleaning for managerial and professional developmentOversee and ensure that policies on employee performance appraisals are followed and completed on a timely basisFully understand and comply with all federal, state, county and municipal regulations that pertain to health, safety and labor requirements of the club, employees and membersInvestigate and resolve member complaintsAssume additional tasks assigned to you by your direct supervisor or any manager of The Quin that are reasonable requests

WHO WE ARE LOOKING FORAt least 3-5 years of progressive leadership experience in a hotel front desk settingStartup/opening of hotels experience preferredService oriented style with professional presentations skillsExperience managing and developing teamsResults-driven leader who is fearless about execution, is creative, can champion a vision and roadmap, and is not afraid to dig into the detailsA strong team player who supports their team and embraces ownership, accountability, and responsibility for the team’s workExcellent oral and written communication skillsDetail oriented, excellent prioritization, time management, organizational and follow up skillsDemonstrated ability for process excellence and project managementGood financial acumenBasic understanding of Health and Safety, Food Hygiene and Employment LegislationOpen availability and flexibility to work according to the needs of the businessComfortable with WORD, PowerPoint and ExcelHigh School Diploma or equivalent