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in Framingham, MA
Front Desk Manager
Hours | Full-time, Part-time |
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Location | Framingham, MA Framingham, Massachusetts |
About this job
Why Waterton?
Founded over a box of Pop-Tarts in 1995 by David Schwartz and Peter Vilim, Waterton has grown from very humble beginnings with one phone and two desks to the successful, nationally recognized real estate investment and management firm it is today. As Waterton has evolved and grown, one thing has remained constant, the drive to achieve results by exceeding expectations.
Watertons values of Service Excellence, Empowerment, Integrity, Passion, Achievement and Teamwork are our guiding principles and they shape who Waterton is as an organization. When you join Waterton, you will learn new skills, acquire knowledge and use these values to help you grow in your career and fulfill your professional goals.
Waterton is committed to the service of our associates, residents, guests and investors and firmly believes that our superior ability to serve our customers differentiates us. We empower our associates to think and act like an owner and use our core values as guiding principles to serve our customers in a way that exceeds their expectations, going above and beyond to create the ultimate service experience or what we call Resitality!
Front DeskManager
Works with the Front Office Manager and/or Director of Operations to help develop and implement strategies for all areas of the Front Office, to include desk, bell, parking, concierge and van which meet the needs of owners, associates and guests. Accountable for the effortless and seamless movement of guests in and out of the hotel and providing exceptional levels of guest service through the guests stay.
- Help to develop and implement strategies for front desk that support achievement of the hotels goals.
- Monitor status regularly and adjusts strategies as appropriate.
Assist the Front Office Manager/ Director of Operations in the management and operation of the front office and related areas:
- Create the first impression by supervising the front desk.
- Develop and implement processes and procedures for assigned departments which support achievement of service and financial goals.
- Prepare and analyze reports in order to develop an informative database for decision making and to communicate upcoming business throughout the hotel.
- Create rooms forecast weekly and 30/60/90 days out.
- Analyze business forecasts and schedule accordingly.
- Ensure front desk handles billing and cash in accordance with hotels standards and Waterton policies/procedures.
- Plan and coordinate hotel housing activities by working closely with Sales, Catering, Housekeeping, Maintenance and other departments.
Create guest satisfaction by providing associates with the training and resources they need to maximize associate engagement and deliver exceptional service and teamwork:
- Communicate and reinforce the vision for exceptional service to associates.
- Ensure that associates provide exceptional genuine hospitality and teamwork on an ongoing basis.
- Seek opportunities to improve the guest experience by seeking guest feedback and reviewing management reports and developing strategies to improve department and hotel services.
- Provide associates with the tools, training and environment they need to deliver exceptional service and teamwork.
Participate in the development and implementation strategies and practices which support associate engagement:
- Assist in the recruitment and selection process to find the best qualified candidates.
- Provide associates with the orientation and training needed to understand expectations and perform job responsibilities.
- Communicate performance expectations and provide associates with on-going feedback.
- Provide associates with coaching and counseling as needed to achieve performance objectives and reach their fullest potential.
- Participate in gift shop inventories as necessary (or applicable).
- Maintain accurate par levels and inventory of supplies and equipment within the department.
- Maintain good working relations with preferred vendors of the hotel and ensure adherence to policies and, all codes and regulations.
- Attend all department and hotel meetings as necessary.
- Be a leader and a role model to all associates.
- Follow Standard Operating Procedures (SOPs) as outlined in the Waterton SOPs.
- Performs other tasks as assigned by management.
- Perform any other job duties as assigned.
Basic business acumen for the role includes:
- Leadership Connects quickly with people in a poised, convincing, and enthusiastic way; works cooperatively with and through people in order to complete tasks; clearly communicates the structure of tasks to be completed; motivates others; ability to sell or persuade others; effective trainer.
- Task-oriented Completes job duties quickly and accurately; adapts well to an ever changing environment; strong sense of urgency, initiative and drive to get things done correctly.
- Professionalism Possesses effective conflict resolution skills; communicates in a warm, affable and friendly manner; Approaches others in an authoritative but tactful manner; reacts well under pressure; able to work in a hectic environment at a faster-than-average pace with ease.
- Loyalty - Follows instructions, has a strong commitment to completing tasks efficiently; takes work seriously; has a strong sense of duty, and is disciplined.
High school or equivalent education required. Associates or Bachelors Degree preferred.
Experience
Two+ years of progressive, related hotel front desk experience required. At least one year of supervisory experience preferred. Experience in a similarly sized hotel/rooms operation highly desired.