Front Office Manager

Enchantment Resort - Sedona, AZ

Full-time - Mid Level

Sedona, AZ

Accommodation

About the position

The Front Office Manager at Enchantment Resort plays a crucial role in providing vision, guidance, and strategy to ensure that the guest and team member experience aligns with the resort's positioning as a premier luxury destination in the American Southwest. This position is responsible for overseeing all Guest Services departments, including the Front Desk, PBX, Bell Staff, Group Rooms Coordinator, and Concierge departments. The Front Office Manager is expected to be the hands-on inspirational champion of the Forbes Guest Services program, the iCare culture, and the Enchantment mission statement. In this role, the manager will maintain financial responsibility over all Guest Services departments, ensuring that profitability objectives are met while controlling expenses. The Front Office Manager will also oversee and have a working knowledge of all Front Office operating systems, providing engaging leadership within all departments to ensure that Forbes standards are practiced and delivered in every interaction. This includes anticipating and intervening in incidents of guest dissatisfaction and striving to satisfy guests within resort policy. The position requires holding monthly department meetings with direct reports to review resort events, departmental policies, and procedures, while maintaining a high level of morale among staff. The Front Office Manager will supervise all areas, including coaching, counseling, and disciplinary actions as necessary. Responsibilities also include interviewing and hiring new staff, conducting performance reviews, scheduling employees based on occupancy forecasts, and monitoring payroll and labor costs. The manager will interact with VIPs, homeowners, and group coordinators, inspect VIP rooms prior to arrival, and ensure that all safety and emergency procedures are known and acted upon. Additionally, the Front Office Manager will develop and implement service standards to ensure a consistent and high-quality guest experience, effectively train staff, and maintain outside business contacts within the hotel/resort industry.

Responsibilities

• Oversee and have a working knowledge of all Front Office operating systems.
• Provide hands-on/engaging leadership within all departments on a daily basis to ensure Forbes standards are being practiced and delivered in every interaction.
• Anticipate and intervene in all incidents of guest dissatisfaction and attempt to satisfy all such guests within resort policy.
• Hold monthly department meetings with direct reports to review resort events, departmental policies and procedures, and maintain a high level of morale.
• Effectively supervise all areas including coaching, counseling, and disciplinary action as necessary.
• Interview and hire new staff as necessary for the departments.
• Conduct performance reviews as necessary for the departments.
• Schedule employees based on occupancy forecast and levels to ensure adequate coverage.
• Ensure that department profitability objectives are met.
• Monitor payroll and labor costs.
• Create department budgets annually and effectively control expenses.
• Responsible for the economical purchase and control of all equipment in the departments.
• Interact with VIPs, homeowners, and group coordinators as necessary.
• Inspect VIP rooms as necessary prior to arrival to ensure high standards.
• Know all safety and emergency procedures for guests and employees and how to act upon them.
• Develop and implement service standards to ensure a consistent guest experience at a high quality level.
• Effectively implement training for all staff and train in all areas as necessary.
• Maintain outside business contacts within the hotel/resort industry.
• Responsible for the implementation and effectiveness of all cash handling within all reporting departments.

Requirements

• Bachelor's degree from a four-year college or university; or equivalent related work experience and/or training.
• Prefer 2+ years' Front Desk supervisory skills and hotel/resort operations experience.
• Strong organizational skills.
• Excellent written and verbal communication skills.
• Ability to perform and prioritize multiple tasks with ease.
• Computer skills required.
• Strong guest and team member relations skills.