Mission Control Manager (Front Office Manager)

Position Overview:

The Mission Control Manager oversees the daily operations of the front desk, ensuring a positive guest experience from arrival to departure. He/She supervises front desk staff, manage reservations, handle guest inquiries and concerns, and maintain smooth daily operations. This role requires strong leadership, excellent communication, and problem-solving skills. The Mission Control Manager reports directly to the Director of Rooms.

Major Duties & Responsibilities:

• Provide an issue free environment through motivation, support, empowerment and development of crew members.
• Always extend professionalism and courtesy to fellow crew members and guests.
• Deliver unparalleled service above and beyond the norm to exceed customer expectations.
• Always manage the Mission Control desk in all areas of responsibility while maintaining a positive attitude.
• Greet and acknowledge all guests in a warm and friendly manner while remaining calm with demanding guests.
• Execute guest cabin moves as needed and communicate such to Cabin Crew managers.
• Post charges from retail into the OPERA system and obtain payment from the guest.
• Learn the Hotel night audit systems and perform respective duties when scheduled to work the night audit shift.
• Assist guests with luggage requests.
• Solicit and communicate guest feedback for continuous improvement.
• Own customer complaints and issues and empower oneself to seek immediate resolve.
• Ensure timely follow up on matters involving other departments and communicate back to guests.
• Demonstrate self-confidence, energy and enthusiasm always.
• Always extend professionalism and courtesy to crew members and guests.
• Attend pre-shift meetings and be current on all in-house events and citywide attractions.
• Attend Mission Control quarterly meetings.
• Perform tasks as assigned by the Director of Rooms.
• Provide and assist guests with general services and information that enhances the YOTEL guest experience.
• Maintain current listings of area attractions, activities and transportation timetables.
• Maintain current YOTEL’s information including Food and Beverage hours of operation and upcoming events.
• Ensure thorough knowledge of safety and emergency procedures.
• Maintain absolute cleanliness and ordinance of all areas and displays at Mission Control.
• Ensure cash transactions are in full compliance with standard operating procedures and exercise great care in each instance.
• Lead and cover the shift in the absence of Senior Mission Control Managers ensuring YOTEL standards.