Front Office Manager, Austria Haus - Affordable On-Site Housing!

Description - External

The Austria Haus Hotel is seeking a Resident Manager who will manage the day-to-day operations of the hotel.

Essential Job Functions

• Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Make changes to schedule if needed based on demand. Must be able to fill in when needed. Must have a flexible work schedule.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Perform other duties as requested by management.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Review correspondence from guests and incident logs and direct staff according to information obtained.
• Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards.
• Oversee front office financial operations and ensure front office compliance with accounting controls and procedures.
• Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Monitor occupancy of guest room to ensure most efficient use and minimize overbooking.

• Provides services that are above and beyond for customer satisfaction and retention.
• Understands the impact of department's operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Observes service behaviors of employees and provides feedback to individuals.
• Empowers employees to provide excellent customer service.
• Interacts with guests to obtain feedback on product quality and service levels.
• Sets a positive example for guest relations.
• Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
• Ensures employees understand customer service expectations and parameters.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Managing Projects and Policies

• Supervises same day selling procedures to maximize room revenue and control property occupancy.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures
• Implements the customer recognition/service program, communicating and ensuring the process.
• Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.

Supporting Human Resource Activities

• Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Solicits employee feedback, utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns.
• Ensure appropriate new hire training to successfully onboard new employees
• Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
• Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
• Participates in employee progressive discipline procedures.

Additional Responsibilities

• Runs Front Desk shifts whenever necessary.
• Performs all duties at the Front Desk as necessary.
• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Analyzes information and evaluating results to choose the best solution and solve problems.

The salary range for this position is $51,000 - $60,000. NOTE that this position provides subsidized housing. The total rent for a 1 bedroom premise is $876/month. Actual pay will be commensurate with experience.

Benefits

Benefits available with this position include:

• 120 hours of Paid Time Off per year, plus accrued sick time
• 401k
• Ski pass reimbursement
• Basic Life Insurance
• Medical / Dental / Vision Insurance (Full-Time)
• Retirement Savings Plan (RSP)

Additional perks may include:

• Colleague Rate and Complimentary Room Nights, when available
• Flexible Spending Account

Hyatt associates work in an environment that demands exceptional performance yet reaps great rewards. Whether it's career opportunities, job enrichment or a supportive work environment, if you are ready for this challenge, then we are ready for you.

Our Values: Respect | Integrity | Empathy | Inclusion | Experimentation | Wellbeing

Hyatt is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

• The desire and ability to learn new things
• Prior experience in guest service, specifically the hotel industry.
• A positive attitude
• Management experience